Business system owner Manager – Salesforce service cloud

Why join our team?

Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best-of-breed digital solutions embedding artificial intelligence and machine learning functionalities.

Our international presence and our ambition to become a global reference player for all order to cash-related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning.

We offer a diverse and dynamic environment that’s growing at pace. Over the past two years, Sanofi Business Services has doubled in size and increased its scope. Now Business Operations, a newly created global function embeds now Sanofi Business services providing opportunities for learning, growing, job moves, and a diversified, fulfilling career.

Our function at a glance:

Our O2C team to handle the following activities:

1. Master data Management

2. Sales orders Management

3. Requests and Disputes Management

4. Credit Risk and Credit Data Management

5. Collections and Customer Contact Management

6. Cash Application and Receivables Management

7. AR related Month-end Closing, Reporting, and Non-trade Invoice Management

These operations are critical for customers' & patients' product fulfillment, accurate accounting, generating cash flow, and customer satisfaction.

In that context, we are implementing Salesforce to support order to cash activities and more specifically Requests and disputes.

Connect with us if you are…

• An expert in global processes related to claims and disputes and/or in salesforce solutions from a business standpoint, looking to share your knowledge.
• A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.
• A change agent, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital.
• A person eager to be part of our transformation to make Sanofi the best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

Job Purpose

Reporting to Order to Serve Global Process owner (GPO) and supported by Senior analysts and analysts, the Salesforces service cloud business system owner manager is responsible of the the global solution from business stand point. The main activities include:

• She/he is responsible to leverage as much as possible solution capabilities to bring the highest value possible to order to cash activities.
• She/he is in charge of business activities in the context salesforce implementation to bring customer satisfaction and internal efficiencies in collaboration with K-users, Digital, Integrator... She/he represents the single point of contact of GPO organization toward our Digital team and integrator.
• She/he is responsible of solution and users expertise sustainability by monitoring globally adoption, performance.
• She/he supervises a team of senior analysts and analysts

This role requires a strong understanding of Order to Cash activities, passionated by customer satisfaction and problem resolution mindset supported by a deep knowledge of Sales force service cloud and project management.

Roles & Responsibilities

In this context the main duties of the Sales force Service cloud Business system Owner (BSO) manager are:

Responsible to optimize Sales force service cloud capabilities associated to Order to Cash processes.

• Partners with the Order to Cash GPO, Global process leads (GPLs) and relevant stakeholders to enhance & enrich existing Salesforce service clous solution.
• Secures business requirements definition to bring detailed business specifications to Digital and integrator for build.
• Consults with the GPLs to assess and anticipate current & future capability requirements and develops a long-term plan with aligned priorities
• Brings benchmark and best practices to promote and develop use of Salesforce solution
• Understands Salesforce service cloud trends and its practical application of existing, new, and emerging functionalities to enable new and evolving business operating models as well as to improve business outcomes

Drive Sales force implementation from business stand points

• Contributes to Digital RFP in case of integrator selection to give inputs regarding plan feasibility, release content, budget, resources needs…
• Supports PMO for deploy methodology & set-up (e.g.business resources mobilization, Kick-off, Jira preparation, Reports, governance, Process Core model/solutions presentations to the hub/local users)
• Promotes Core model processes and challenges localization to focus effort on legal aspects, global productivity and automation.
• Organizes senior analysts and analysts activities to
• Prepare and anticipate business requirements by gathering the different expertise (SME, GPLs, Product owner…) to secure the right level of maturity and byu-in before starting Salesforce design.
• Present the expected enhancements in partnership with Digital to the appropriate governance (Design Authority, ERP screening committee)
• Lead UAT phase by preparing Key users trainings, test scripts, coordinating testers, following-up and reporting execution and incidents resolution.
• Supports Key users responsibilities during End-users trainings and
• Ensure successful ramp-up by establishing strategy with the different stakeholders and supporting the teams post go-live in case of solution/process clarification, issues identified and follow-up resolution

Responsible for expertise sustainability, continuous improvement implementation to deliver internal efficiency and customer experience.

• Gathers feed-back from various stakeholders (Hub, local O2C, GPO, GPLs teams…) regarding potential improvement of the solution/ processes.
• Monitors post-launch initiatives to ensure quality and benefit realization
• Organizes Business administration activities within BSO senior analysts and analysts team.
• Based on agreed KPIs ensure solutions/process efficiency monitoring to identify pro-actively potential issues and improvement opportunities (internal teams &/or customers)
• Assign resources to contribute to data foundation built and Kpis enhancement for data coming from Sales force
• Identifies, with GPLs, business case according to the functionalities to be implemented supporting priorities of upcoming demands and align with product owner.
• Makes sure Training documentation is accurate and updated, in case of needs dedicate resources to provide additional training.
• Communicates proactively to stakeholders about the feature delivery and act as single point of contact for product related concerns or questions
• Connects regularly with O2C Hub & Digital Leaders to align on needs and priorities
• Manages talent development and skills within his team

Supervises, coach BSO Senior Analysts & Analysts

• Shares expertise and provide coaching
• Anticipates workload and allocate resources for effective and efficient delivery
• Active participation in the selection of new employees.
• Evaluates employee performance, determine training needs, develop talent
• Address performance issues and make recommendations for personnel actions
• Shapes and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication
• Focusing on employee retention and engagement, advises actions to management in this relation

About you

Functional Skills 

• At least 7-10 years experience in Salesforce service cloud (essential) preferably in Pharma 
• Significant contribution to a global project deployment
• Strong understanding of order to cash overall processes
• Good business acumen (advantageous) 
• Experience in call centers CTI/IVR set-up (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous) 

Technical 

• Hands-on experience of Salesforces Service Cloud(essential)
• Integration with SAP in S4 Hana preferably(essential)
• Knowledge Jira (advantageous) 
• Knowledge of Microsoft Office and expertise of MS Excel, and PowerPoint (essential) 

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!