Drive adoption of Salesforce.com by communicating the user and organizational benefits of the tool.
Implement changes in Salesforce to improve system functionality and ease of use.
Support all Salesforce.com users across the organization in their day to day activities.
Represent the CRM Support team on ongoing global initiatives such as integration of new third-party tools and other system changes.
Create testing scenarios for changes implemented as part of the projects.
Project manage business or regional specific programs which would result in new or modified processes and functionality in Salesforce.com
Gather requirements from end users for system improvements enhancements.
Work across businesses / regions to prioritize the changes requested.
Come up with creative solutions to improve the Salesforce.com experience to drive user satisfaction.
Collaborate with business architects and GCSS team to ensure that changes meet the requirements provided by the business.
Execute basic changes in Salesforce.com in adherence with the change process (workflows, assignment rules, new fields, etc.).
Demonstrate excellent software knowledge on Salesforce.com and associated integrated systems such as as CallidusCloud CPQ, Eloqua, Adobe Sign, Seismic, or SAVO.
Provide day-to-day end user support via cases raised on Salesforce.com working as backup and escalation point for the CRM Case Analyst.
Defines / builds user profiles, updates permissions, sharing rules, public groups, dashboard folders, e-mail template folders, etc.
Analyze business processes and designs systematic improvements to increase efficiency.
Identifies data anomalies and works with business owners to drive corrective behaviour.
Defining and developing local customized business / regional reports.
Creation of dashboards that are tailored to the needs of individual business / region.
Be an expert in Salesforce.com reporting and able to train users within the business on how to use those tools.
High School Diploma Required
Expertise with Salesforce.com or other CRM platforms Required
Strategic planning skills
Strong reporting skills required.
Work under minimal supervision. Normally receive no instruction on routine work, general instruction on new assignments.
Strong process writing skills
Good project management skills
Strong communication, influencing, and negotiation skills
Excellent problem solving and analytical skills
Strong PC and database software skills
Strong client focus
Strong presentation skills
Very strong team working skills
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening