Support and influence business units & group functions to define, analyze, build & deliver value-added Customer Relationship Management (CRM) solutions. Maintain Business Intelligence tools inclusive of Salesforce.com, Marketing Cloud and Tableau dashboards to provide leaders consistent, accurate insight to make strategic business decisions, meet regulatory requirements and execute on business opportunities.
Manage all processes that impact / relate to Salesforce.com and handle all on-going customization/ alteration of the system. Act as company SME on Salesforce.com.
Drive CRM roadmap and enhancements to ensure they meet the strategic goals of the business. Works cross-functionally with teams and business stakeholders to help define and document business requirements for the CRM application.
Perform analysis, modeling, and other quantitative techniques in order to answer business questions, assess business issues and/or recommend courses of action to meet business objectives. Document standard operating procedures and process flows for the organization to reference.
Act as a liaison between business leaders, staff and utility functions in order to drive knowledge transfer. Assist with project execution by providing input into business requirements, test plans, and implementation plans. Communicate action plans, status and priorities to appropriate partners.
Assist with performing user acceptance testing and ensure the test results meet defined criteria in order to meet the business objectives.
Proactively seek out and identify needed system changes and continually seek ways to further enhance the end-user experience.
Bachelor's degree or 5-7 years of relevant experience.
In-depth knowledge of the standard capabilities of Salesforce.com including hands-on Salesforce.com (SFDC) administrative / configuration / implementation experience and/or integration with external systems.
Ability to understand business needs, translate them to technical requirements and deliver value-added solutions.
Advanced Excel skills.
Strong analytical, quantitative and problem-solving skills.
Strong organization, time management and follow-up skills.
Excellent verbal and written communication skills, with the ability to interact and effectively communicate with both technical and non-technical professionals.
Ability to build strong internal relationships and work in a collaborative environment.
Bachelor's degree in mathematics, statistics or comparable areas.