Senior Specialist Customer Portal Management (m/w/d)
Core
Define vision, strategy, and roadmap for the Customer Portal as the central digital access point for MEDIFOX DAN customers, integrating customer experience, self-service, support, onboarding, and commercial offerings.
Role type
Senior Product Manager (Customer Portal)
Builds
Integrated digital customer experience platform (Customer Portal) on Salesforce Experience Cloud
Domain
B2B SaaS / Healthcare & Social Services
Deliverable
product features
Required skills
Product management, roadmap planning, requirement translation, process design, journey mapping, data-driven decision making, stakeholder management, Salesforce Experience Cloud knowledge
Preferred skills
PSPO certification, Customer Success experience
Technologies
Salesforce Experience Cloud, Salesforce Service Cloud
Responsibilities
Develop product vision and roadmap for the Customer Portal; coordinate requirements from Customer Success, Service, Sales, and Product Management; translate business requirements into implementation specs for development teams; design end-to-end processes for portal-based customer interactions; evaluate customer journeys and self-service use cases to derive business cases; manage governance and prioritization across departments; drive portal adoption and acceptance among customers and employees; analyze metrics to improve user behavior and business value.
Seniority
Senior, hands-on IC