Salesforce Marketing Cloud Business Analyst & Customer Success Manager
Location
United States
Posted
1 day ago
Salary
Not specified
Seniority
Lead
Job Description
Role Description
Salesforce Marketing Cloud Business Analyst / Customer Success Manager responsible for leading client engagements across Salesforce Marketing Cloud programs in life sciences and healthcare environments. This role blends customer success, business analysis, and delivery coordination, acting as the primary client-facing lead for engagement planning, requirements capture, and implementation execution. The role partners with client stakeholders, internal delivery teams, and external agencies to define omnichannel marketing goals, translate them into clear requirements, and drive implementation through launch and ongoing optimization. This is a senior, client-facing individual contributor role. Limited travel 10% or less. Fully remote.
Core Responsibilities
- Serve as the primary day-to-day client lead for Salesforce Marketing Cloud engagements, building trusted relationships with marketing, brand, digital, and commercial stakeholders.
- Lead discovery sessions and working sessions to understand business goals, campaign objectives, customer journeys, audience needs, and success metrics.
- Capture, analyze, and document business and functional requirements for email, SMS, and omnichannel engagement programs.
- Translate requirements into clear user stories, acceptance criteria, journey requirements, process flows, and implementation-ready backlog items.
- Partner with Solution Architects, Marketing Cloud Developers, and delivery teams to ensure requirements are complete, feasible, and aligned to platform best practices.
- Lead implementation coordination across client teams, internal developers, QA, PMO, and agency partners.
- Support omnichannel engagement strategy, journey planning, and customer journey mapping across Marketing Cloud and adjacent digital touchpoints.
- Work with agencies to align campaign strategy, content readiness, asset delivery, deployment timelines, and launch sequencing.
- Provide informed guidance on Salesforce Marketing Cloud capabilities, including Journey Builder, Email Studio, Mobile Studio, Automation Studio, audience segmentation, and personalization use cases.
- Support UAT planning and execution, including test scenario definition, defect triage, business validation, and sign-off coordination.
- Monitor project progress, manage risks and dependencies, and keep stakeholders aligned on scope, timing, and decisions.
- Support post-launch optimization and customer success activities, including roadmap planning, enhancement intake, and continuous improvement recommendations.
- Support regulated life sciences delivery needs, including documentation quality, traceability, consent considerations, and change control discipline.
Qualifications
- 5+ years of experience in customer success, business analysis, engagement management, marketing technology, or similar client-facing delivery roles.
- Required pharma, biotech, or life sciences marketing technology experience.
- Required experience supporting Salesforce Marketing Cloud programs in a delivery, business analysis, customer success, or campaign operations capacity.
- Some hands-on Salesforce Marketing Cloud experience, sufficient to understand journey logic, campaign configuration, audience segmentation, and deployment processes.
- Strong experience gathering requirements, writing user stories, and translating business goals into delivery-ready work for technical teams.
- Experience leading client engagements and managing customer relationships through implementation and ongoing optimization.
- Experience working with development teams to drive implementation, testing, launch, and issue resolution.
- Experience working with agencies and managing multi-party delivery models.
- Strong understanding of email marketing, omnichannel engagement, customer journey mapping, and campaign execution processes.
Nice to Have
- Salesforce certifications such as: Marketing Cloud Email Specialist, Developer, Consultant.
- Understanding consent and privacy frameworks in U.S. and global pharma scenarios.
- Experience working with offshore or distributed delivery teams.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
Job Requirements
- 5+ years of experience in customer success, business analysis, engagement management, marketing technology, or similar client-facing delivery roles.
- Required pharma, biotech, or life sciences marketing technology experience.
- Required experience supporting Salesforce Marketing Cloud programs in a delivery, business analysis, customer success, or campaign operations capacity.
- Some hands-on Salesforce Marketing Cloud experience, sufficient to understand journey logic, campaign configuration, audience segmentation, and deployment processes.
- Strong experience gathering requirements, writing user stories, and translating business goals into delivery-ready work for technical teams.
- Experience leading client engagements and managing customer relationships through implementation and ongoing optimization.
- Experience working with development teams to drive implementation, testing, launch, and issue resolution.
- Experience working with agencies and managing multi-party delivery models.
- Strong understanding of email marketing, omnichannel engagement, customer journey mapping, and campaign execution processes.
- Nice to Have
- Salesforce certifications such as: Marketing Cloud Email Specialist, Developer, Consultant.
- Understanding consent and privacy frameworks in U.S. and global pharma scenarios.
- Experience working with offshore or distributed delivery teams.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
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