Job Description

Job Summary

The CRM Sr Business Analyst works under the direction of the Director of CRM/Sales Force Effectiveness and in close coordination with applicable local and IT team members. This position serves as a business contributor and leader in the function, design and architecture of current and future CRM and SFE tools (primarily salesforce.com).

The CRM Business Analyst also serves as the go to for various assigned user groups and is a primary lead in the full range of change management, training, adoption, user consultation and front line support efforts for internal and field users in the area of CRM/Sales Force.

Principal Duties and Responsibilities

Serve as a Subject Matter Expert and Champion in driving industry and process best practices in the evolution of the companys Saleforce.com instance and CRM/SFE platform(s)
Expand the use of Salesforce.com and assess effectiveness of training and adoption of the system/process
Advise and train on best practices in application usage and adoption
Monitor neglected Leads, Opportunities, Accounts, and Contacts and communicate system metrics to track trends in usage and data integrity
Analyze business processes and work with technical leads to align with the Salesforce UX, data model and overall environment
Provide recommendations and assist in the creation and implementation of the Strategic Roadmap
Conduct research, analysis, and participate in strategy sessions for short-term and long-term business goals
Maintain high level familiarity with other business application capabilities and scope definitions in order to make recommendations about potential integrations
Work effectively with technical staff, business operations and subject matter experts, project managers, other trainers, executives and implementation providers to create and deliver dynamic and fully functioning instructional solutions
Work closely with sales leadership to help understand the training needs of field sales representatives and/or sales operations members to develop specific sales training objectives and strategies to meet these needs
Determine new requirements from user feedback to be fed back to the technical support team
Design and develop technical training curricula, materials and performance support tools for the implementation of new systems in various formats including instructor led, virtual and e-learning
Create and implement change management and communication plans relative to learning and adopting the new system and related processes
Deliver instructor-led in person and virtual training sessions that are tailored to particular functional groups that relate directly to their day-to-day activities Conduct requirements and solution design workshops
Responsible for front line support of field users where the user needs training and coaching on existing functionality
Resolve issues directly where possible and escalate to IT SFDC Support Analysts and SFDC Premiere Support where necessary

Expected Areas of Competence

Must have experience in developing and implementing training and adoption of Salesforce.com in a rapid deployment timeline through face-to-face and remote/video conference methods
Good project management and collaboration skills with the ability to lead a cross-functional team and build relationships with multiple stakeholders, both internally and externally with users ranging from executive to line level
Good analytical and reporting skill set
Proven track record of working in close collaboration with IT and business stakeholders on both large and small technology/change initiatives
Strong communication skills in facilitation, listening, writing, and questioning
A passion for helping others to learn
Experience incorporating adult learning principles, learning styles, and training-delivery platforms
Experience using e-learning technologies
Excellent verbal and written skills
Excellent organizational skills, time management and attention to detail
Ability to work independently with minimal supervision
Good understanding of SDLC methodologies (Agile, SCRUM, other) Customer-centric attitude

Education/Experience Requirements

Bachelors degree in Business, Computer Science, Information Systems or equivalent experience
Certified in Salesforce CRM system preferred
6+ years of Salesforce implementation and deployment experience preferred
Minimum of five (6) years of experience in developing and implementing instructor-led and e-learning programs for technology systems implementations
MBA or graduate degree preferred Previous experience working in healthcare preferred

Travel Requirements

Typically minimal, but up to 25% when deployment projects call for it

Additional Information

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