Position Overview:

The CRM Business Analyst will serve as the primary point of contact for all CRM enhancements roadmap, requests, and analytics requests from the Service & Support organization.  The successful candidate will work closely with department leaders to elevate customer experience and organizational efficiencies in alignment with strategic business objectives, by supporting and implementing business processes improvements that enable high-quality, data-driven decisions.  This individual will leverage advanced data modeling, predictive modeling, and analytical techniques to interpret key findings from company data and translate these insights into initiatives that will support business outcomes.

Essential Job Functions and Responsibilities:

• Drive business efficiency through a deep understanding of Service business processes, the ability to structure & improve Salesforce business processes, and continuous analysis of data / KPIs
• Execute on Salesforce projects by gathering business requirements, documenting workflows, proposing best practice solutions, and seeing projects through completion
• Influence the CRM roadmap by representing Service needs to impact the CRM of the future
• Innovate as a Salesforce expert, providing guidance on workflows and efficiency improvements within Salesforce for our Field Service, Technical Support, and Customer Success teams
• Advocate for our end users, ensuring proposed solutions are in their best interest
• Align with leadership on key process gaps, uncover unmet business needs and work with data engineering & solution architects to create a finished solution
• Establish key metrics and analytics, collaborate with leadership team to track and report all key performance indicators against annual, quarterly and monthly goals
• Analyze/model data, and build comprehensive reports and dashboards that support and drive strategy, evaluate business effectiveness and impact
• Proactively drive insights & recommendations to business leaders through deep data analysis

Requirements/Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Computer Security, Information Systems, or equivalent field required
• 5+ years working in Field or Technical Service organization, Customer Success, and/or Consulting
• 3+ years working as a Salesforce business analyst, administrator and/or consultant
• Salesforce certifications like Service Cloud, Administrator, Sales Cloud, or others are a plus
• Experience in project management or the leading of complex, cross-functional initiatives
• Strong problem solving, quantitative and analytical abilities
• You have a client service mentality and willingness to collaborate openly with other functions
• Experienced with fast paced, performance-based business models
• Effective written and verbal communication skills, able to explain technical concepts in a simple way to non-technical audiences
• High level of energy, enthusiasm, and commitment to performance and learning new skills
• Strong ability to influence senior stakeholders without authority
• Experience working with databases and creating dashboards using all relevant data to inform decisions.
• Intellectual curiosity with a desire for continuous improvement.