When Andréa Abita first started using Salesforce, it was just a system—a place to receive tickets. But through her journey from member-facing roles to internal operations, she began to see it differently. As Associate Director at NYU Langone Health's NICHE Program, Andréa Abita doesn't just configure workflows—she builds systems that make people's lives easier.

In this episode of Accidental Salesforce Admins, host Robert Sur sits down with Andréa Abita to talk about the moment she stopped asking "what can Salesforce do?" and started asking, "what do our members actually need?" Her clarity and care are unmistakable—from redesigning data processes to coordinating across finance, support, and learning systems. But what stands out most is her deep commitment to listening, sharing knowledge, and lifting others.

Whether she’s supporting hospital systems through change or empowering creative communities outside of work, Andréa Abita proves that leadership isn’t about features—it’s about service, trust, and building with purpose.

👤 Guest Bio

Andréa Abita is the Associate Director at NYU Langone Health’s NICHE Program, a national initiative focused on improving care for older adults through nursing excellence. With a background in member support and operations, Andréa Abita champions systems that put people first—both inside and outside of Salesforce.

Connect with Andréa on LinkedIn

📌 What We Cover

Shifting from "what can Salesforce do?" to "what do our members need?"
Using outreach to close feedback loops and tailor experiences
Transforming internal processes through better cross-team collaboration
The power of empathy in member-facing roles—and why people just want to feel heard
Creating “one-stop shop” workflows across support, finance, and membership
Building user pull and shrinking the change for behavior adoption
The role of project management in setting boundaries and protecting joy
How one Slack message led to a special interest group of 80+ hospital professionals
The importance of listening to understand—not just respond
Bringing creativity and clarity to even the most repetitive roles

🔗 Resources Mentioned

NICHE (Nurses Improving Care for Healthsystem Elders)
Studio Space – a creative platform Andréa Abita co-founded
StudioSpace.com (mentioned by Andréa Abita)
Gantt charts, Smartsheet, and Salesforce as internal tools
“Listen to understand, not to respond” – Andréa Abita's leadership mantra

Accidental Salesforce Admins is a show for people who never meant to get into Salesforce—but found themselves owning it anyway. Hosted by Robert Sur.