Senior Salesforce Analyst

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 Senior Salesforce Analyst
 
GAIN Capital’s Senior Salesforce Analyst is responsible for supporting the continuous improvement of the company’s Salesforce.com instance as it relates to our CRM initiatives. Reporting to the Sr. Manager, CRM Strategy, this role works closely with the Salesforce.com development team taking on business administrator functions providing day-to-day support to multiple user groups and global teams for requirements gathering, maintenance, testing, reporting and training of company-wide - CRM systems. Areas of focus include marketing/sales/customer support operations efficiencies, reporting, documentation, training, and user adoption.
 
The ideal candidate will be self-motivated, detail oriented and have excellent problem solving abilities. They will deal successfully with ambiguous problems, taking full control and responsibility for finding solutions, and will drive towards simple solutions to complex problems. 
 
Responsibilities:
 
  • Support the Sr. Manager, CRM Strategy to communicate with business at all levels, interface with various teams to support the design and implementation of new CRM capabilities
  • Work as Salesforce business administrator to maintain the functional areas of Salesforce, including data management, contacts, leads, campaigns, etc.
  • Perform business analysis and develop requirements based on user needs and collaborate to enable Salesforce.com solutions facilitating proof of concepts, enhancements, testing and support activities
  • Triage requests for business prioritization and build use cases to clarify requirements for lead routing, assignment rules, etc.
  • As Salesforce Business Administrator carry out data maintenance
    • Participate in data integration process with other enterprise applications
    • Review existing merge rules in DupeBlocker with marketing and other stakeholders; recommend updates where appropriate and perform processes to continuously monitor data quality and integrity in platform applications
    • On-going data clean-up and de-duplication with consideration on multiple tools including Salesforce.com Sales and Marketing Clouds
    • Perform and improve standard operating procedures ensuring data quality and synchronization across systems
    • Support organization in the understanding of data controls and consistency
    • Make recommendations to management for data quality
  • Reports and Analysis
    • Liaise with Marketing Insights team to deliver campaign reporting, client metrics, etc. to contribute towards building unified view of customer data
    • Enable business insights to Salesforce users and executive team, working with stakeholders to identify and present KPIs in Salesforce.com Reports and Dashboards
  • Responsible for User Acceptance Testing
  • Maintain and enforce Salesforce.com best practices
  • Documentation
    • Review, analyze, and create detailed documentation of use cases, business processes along with user’s needs including release notes, workflow, data, functions, and steps required to develop or modify processes/systems
    • Document process workflows and make appropriate recommendations to impact operational efficiencies
    • Document changes to the design and implementation of Salesforce.com
    • Create detailed test plans for implementing new functionality, ensuring compatibility with existing processes
  • Support users and user adoption
    • Monitor user adoption and help drive adoption companywide(e.g., additional training sessions, well-organized & informative presentations)
    • Understand and navigate the application(s) accurately to support users and troubleshoot issues
    • Script, coordinate, manage and conduct training documentation and training sessions for new releases and on-going improvements
    • Provide one-on-one user coaching

Basic Qualifications:
 
  • Bachelor’s degree or equivalent
  • Salesforce.com Administrator Certification and 2+ years of Salesforce Administrator experience configuring SFDC for 100+ users
  • Strong customer focus (both internal & external) and understanding of CRM principles and strategies
  • Familiarity with the basic business processes of sales, marketing, and customer support
  • A team player, adept at working across departments to ensure user adoption and satisfaction
  • Demonstrated project management and analytical skills in order to take action against the requested changes and detailing the necessary customizations
  • Ability to plan and execute small to medium size projects; estimate resources and time required; and provide daily and/or weekly status reports
  • Strong organization, communication and interpersonal skills
  • Flexibility to meet continuously changing priorities and challenges
  • Demonstrated knowledge of database concepts; Ability to Extract, Manage and Import data
  • Familiarity with complex Excel functions such as vlookup and Pivot tables is preferred
 
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