• Provide functional expertise for Sales & Commerce Cloud: Configure and troubleshoot Sales Cloud (leads, opportunities, quotes, forecasting) and Commerce Cloud (product catalogs, carts, payments, B2B).
• Configure and manage core Sales Cloud features including Leads, Accounts, Contacts, Opportunities, Activities, Campaigns, and Products
• Customize page layouts, record types, validation rules, and approval processes.
• Implement sales processes, forecasting, and territory management.
• Build Salesforce Flows, Process Automation, and approval workflows to streamline sales operations.
• Optimize lead assignment, opportunity management, and sales stages.
• Configure b2b storefronts, buyer journeys, catalogs, pricing, and checkout experiences.
• Customize buyer account structures, entitlement rules, and purchasing permissions.
• Manage product catalogs, categories, bundles, and variants.
• Configure price books, customer-specific pricing, contract pricing, and volume discounts.
• Support promotions, negotiated pricing, and account-based pricing models.
• Support real-time and batch integrations for inventory, pricing, tax, and order management.
• Configure carts, checkout flows, tax, shipping, and payment integrations.
• Support order submission, order lifecycle, and post-order management.
• Troubleshoot order failures and payment issues.
• Handle integrated L1/L2 support: Triage and resolve sales/commerce tickets (e.g., pipeline errors, order sync issues, storefront bugs) during business hours (1:00 AM CT Sun – 7:00 PM CT Fri); provide on-call for P1 incidents impacting revenue or customer experience.
• Support end-to-end revenue flows: Analyze requirements, conduct fit-gap assessments, and implement configurations/enhancements for sales orchestration, including integrations with Oracle EBS (via MuleSoft/SOA for order data), Google Geolocation (location intelligence), Xactly (commissions), and third-party tools (Thales EDI).
• Conduct root cause analysis (RCA) for issues, implement corrective/preventive actions (CAPA), and optimize processes to improve sales cycles in medtech contexts (compliant quoting for neuro/sensory devices, geolocation privacy for PHI-linked logistics).
• Enforce compliance and security: Align processes with ISO 27001, HIPAA/GDPR (for PHI in sales data), and FDA guidelines; manage user access (RBAC), audits, and data encryption.
• Drive automations and AIOPS: Identify opportunities for AI enhancements (Einstein predictive scoring for sales leads, automated commerce recommendations) to support year-over-year cost reductions and innovation fund initiatives.
• Collaborate with POD teams like Revenue/Service Cloud, Oracle EBS on cross-platform issues; contribute to QBRs with insights on medtech trends (AI in personalized device sales for 20% conversion lifts, per Salesforce reports).
• Maintain documentation for configurations, flows, and change management; participate in Change Advisory Board (CAB) reviews and user training.
• Support minor development: Assist with Flow Builder, Apex/Visualforce (if needed), and testing for updates/migrations.

Success Metrics:

• Achieve 98% sales pipeline accuracy and 95% commerce uptime SLAs, measured monthly via Salesforce reports, minimizing medtech revenue disruptions.
• Reduce MTTR for sales/commerce incidents by 15% YoY through RCAs and automations, tracked in ITSM tools.
• Complete 100% of quarterly compliance audits (e.g., ISO 27001/HIPAA) with zero findings in CRM areas.
• Implement 10-15% process automations (Einstein predictions) annually, contributing to yearly cost reductions and reviewed in innovation reports.
• Attain CSAT scores >4.5/5 on handled tickets and QBR feedback, with demonstrated value (e.g., 10% faster sales cycles via optimizations).