Penrod

Director

• Own Strategic Customer Success & Growth: Serve as the primary point of accountability for your portfolio, focused on client retention, driving strategic growth, and cultivating deep, long-term partnerships.
• Establish Team Accountability & Metrics: Establish clear guiding principles and aggressive metrics for the delivery team, ensuring accountability and disciplined execution to achieve both customer and company objectives.
• Drive Account Revenue Growth: Identify and strategize expansion opportunities and lead change management, collaborating with Sales and Account Managers to secure additional work and increase profitability.
• Delegate Effectively and Validate Achievement: Assign responsibilities strategically, empowering team members to execute while maintaining strict accountability for achieving end goals and validating achievement against established objectives.
• Ensure Operational Excellence: Define, monitor, and enforce team operational health by establishing KPIs, tracking progress, and ensuring alignment between team efforts and customer success outcomes.

Portfolio Director

Sales

• Develop, manage, and execute comprehensive organizational change management strategies (stakeholder analysis, communications, training, resistance management, and change readiness assessments) tailored for Salesforce implementation projects.
• Work directly with hospital system executives, IT leadership, and operations managers (e.g., Contact Center Directors) to define the vision for the future state, particularly how new technology impacts patient scheduling, triage, billing, and provider communication.
• Establish and track OCM metrics (adoption rates, utilization proficiency, error reduction) to measure the effectiveness of change interventions and ensure desired business outcomes are achieved.
• Design training programs and materials specifically focused on the end-user experience for agents, nurses, and staff utilizing Salesforce Health Cloud or Service Cloud within a high-volume contact center environment.
• Translate technical Salesforce features (e.g., Omnichannel routing, CTI integration, Service Console navigation) into clear, process-driven communications and job aids for frontline staff.
• Lead efforts in defining new organizational roles, operating models, and governance structures required to support the newly implemented Salesforce platform and streamlined contact center workflows.
• Identify, analyze, and prepare risk mitigation tactics for key stakeholder groups who will be impacted by the changes, including patient access representatives, clinical support staff, and IT system owners.
• Develop and deliver clear, persuasive communications (memos, presentations, intranet content) that articulate the "why," "what," and "how" of the transition, focusing on value realization for the end-users.
• Serve as a bridge between technical implementation teams and operational end-users, ensuring solutions meet functional needs and are adopted enthusiastically.

Senior Change Manager – Salesforce

Backend Engineer

• Define and own the architectural vision for complex Salesforce projects, making all major technical decisions including data model design, integration patterns, security frameworks, and non-functional requirements.
• Translate functional requirements into robust, scalable, and secure technical solutions that align with client business objectives and industry best practices.
• Provide final sign-off on all technical designs, architecture trade-offs, and deviation requests, ensuring every decision supports the project's long-term technical health and scalability.
• Maintain and evolve the technology roadmap in partnership with clients, proactively identifying and recommending emerging technologies, new tooling, and long-term scalability options to ensure solutions remain at the forefront of the industry.
• Serve as a trusted technical advisor to Lead Consultants and Project Managers, using deep expertise to navigate challenges with complex integrations, technical blockers, and architectural decisions.
• Provide strategic direction and technical guidance to ensure projects stay on track, delivering solutions that meet both functional and non-functional requirements.
• Proactively manage and escalate technical risks and blockers, serving as the primary point of contact for critical technical issues that could impact project success.
• Exercise authority to pause development or escalate issues when non-functional requirements are at risk, accompanied by impact analysis and recommended solutions to resolve issues and unblock progress.
• Lead and mentor development teams, including more junior developers, ensuring consistent delivery of high-quality technical work across onshore and nearshore teams.
• Oversee and hold teams accountable to established technical outcomes, coding standards, and architectural principles.
• Review and approve designs from technical specialists (e.g., Data Cloud, Health Cloud, MuleSoft, AI/automation), ensuring all components integrate seamlessly and align with the overall solution architecture.
• Foster a culture of technical excellence, continuous learning, and collaborative problem-solving within development teams.
• Establish and enforce technical governance frameworks, including code review standards, testing protocols, and deployment practices.
• Ensure solutions adhere to Salesforce best practices, security standards, and regulatory requirements specific to the Health & Life Sciences industry (HIPAA, HL7, FHIR).
• Monitor technical debt and proactively recommend remediation strategies to maintain system performance and maintainability.
• Drive continuous improvement in technical processes, tools, and methodologies across projects.

Technical Architect – Salesforce

Project Manager

• Direct and manage project development from beginning to end of multiple projects across multiple clients
• Monitoring progress and motivating the development team and business team
• Effectively communicate, set, and continually manage project expectations with team members and client stakeholders
• Completion of project updates
• Management of timeline, cost and quality
• Management of releases and cutover plans
• Salesforce Sales or Service Cloud certification will be required within the first 60 days of employment. (Penrod covers the cost of certification.)

Senior Project Manager – Salesforce

Data Engineer

• Execute and validate specific phases of the data migration lifecycle, including data extraction, transformation, and loading (ETL/ELT).
• Build and optimize complex SQL queries for manipulating, cleansing, and transforming large datasets from source systems.
• Develop and manage efficient SOQL queries to extract, update, and validate data within the Salesforce environment.
• Work hands-on with AWS data services (e.g., S3, Glue, Lambda) to stage, process, and prepare data for ingestion.
• Utilize Salesforce integration tools, such as the Data Loader and Bulk API, to efficiently load data into Health Cloud objects.
• Collaborate with Data Architects and Senior Engineers on the development of data mapping documents from legacy models to the Salesforce Health Cloud data model.
• Assist in performing data profiling, cleansing routines, and reconciliation activities.
• Support rigorous testing efforts, including unit testing and User Acceptance Testing (UAT), to ensure data integrity and accuracy post-migration.
• Strictly adhere to protocols ensuring data handling and security comply with HIPAA and other relevant healthcare privacy regulations.
• Troubleshoot data integrity issues and optimize ETL performance under supervision.

Portfolio Director

Senior Change Manager – Salesforce

Technical Architect – Salesforce

Senior Project Manager – Salesforce

Data Migration Specialist – Salesforce