Director – Salesforce Service Cloud Solutions

Director, Salesforce Service Cloud Solutions

The Opportunity: Natera is seeking a strategic and innovative Director to lead the Salesforce function with a primary focus on Service Cloud, RPA, and its ecosystem.  This role is crucial for driving commercial performance, customer engagement, and service excellence, by leveraging AI, Robotic Process Automation (RPA), and scalable Salesforce solutions. The ideal candidate will blend deep CRM Service Cloud expertise with a forward-looking vision for digital transformation and operational efficiency.

You will work cross-functionally to define and execute the CRM roadmap, enabling stronger patient engagement, sales efficiency, service excellence, and data-driven decision-making, while ensuring compliance with HIPAA and healthcare-specific regulations.

Key Responsibilities:

• Lead the strategic roadmap and implementation of Salesforce Service Cloud to support global  customer and patient service operations ensuring  CRM capabilities align with evolving business needs 

• Champion the use of Salesforce Agentforce AI for predictive service to lead the transformation of our contact center operations across customer and patient journeys

• Partner with digital, operations, IT, and care teams to transform service journeys across channels (phone, email, portal, SMS, chat).

• Deploy RPA solutions to streamline repetitive tasks, reduce manual overhead, and boost workforce productivity across the sales and service lifecycle. Collaborate with data, automation, and business teams to deliver end-to-end intelligent process automation.

• Own the strategy, design, implementation, and governance of Salesforce Sales and Service Cloud for healthcare sales and support functions.

• Collaborate with business leaders across provider outreach, referral networks, care coordination, contact centers, and sales teams to align CRM capabilities with operational and clinical goals.

• Integrate Salesforce with potential 3rd-party apps to enhance the healthcare engagement lifecycle.

• Drive CRM data governance, interoperability, and alignment with EHR, ERP, CDP, and analytics systems.

• Leverage AI and automation (e.g., Salesforce Einstein, GPT-based service assistants, auto case routing) to streamline workflows and improve care team productivity.

• Ensure the CRM environment is secure, scalable, and compliant with HIPAA, CCPA, and other healthcare data regulations.

• Lead cross-functional delivery teams, internal CRM admins/developers, and external implementation partners to execute the CRM roadmap.

• Measure success through KPIs such as provider satisfaction, sales pipeline velocity, case resolution times, and patient engagement outcomes

• Build and lead a high-performing team of Salesforce developers, business analysts, admins, and offshore resources.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Business, Computer Science, or related field (Master’s preferred).

• 15+ years of CRM experience with 10+ years in Salesforce Service Cloud leadership, including in healthcare or life sciences.

• Strong knowledge of healthcare CRM use cases—provider management, patient outreach, contact center optimization, and referral growth.

• Familiarity with Salesforce Health Cloud, Experience Cloud, Marketing Cloud, and Lightning components.

• Proven track record deploying AI and Mulesoft RPA technologies to optimize CRM processes and drive operational efficiency.

• Understanding of healthcare compliance requirements: HIPAA, HITECH, CCPA, etc.

• Demonstrated experience with AI in CRM, case management automation, and Salesforce analytics.

• Excellent leadership, stakeholder engagement, and vendor management skills.

• Salesforce certifications (e.g., Salesforce Administrator, Sales Cloud Consultant, Service Cloud Consultant) strongly preferred.

• Hands-on experience with Salesforce platform architecture and automation tools (e.g., Flows, Process Builder, Apex).

• Strong domain knowledge in sales pipeline management, service case workflows, SLAs, and customer journey optimization.

Preferred:

• Experience in life sciences, biotech, or other regulated industries.

• Familiarity with tools such as UiPath, Automation Anywhere, or Salesforce-native RPA solutions.

• Salesforce certifications (e.g., Service Cloud Consultant, Application Architect).

• Expertise with SaaS application strategy, cloud migration, and enterprise integration.