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CRM Analyst

3 months ago

Waller, United States Daikin Comfort Full time

May include:

  • Analysis on business processes, defining current and future state. Understanding, helping define and documenting future state requirements and work with internal stakeholders and Salesforce teams groom backlogs and work through user stories in an agile manner through initial implementation and incrementive ongoing enhancements.
  • Platform Administration: Define and implement governance models and standards for Salesforce B2B Commerce platform, ensuring alignment with organizational goals, regulatory requirements, and industry best practices. Establish centers of excellence and specialized teams to oversee platform administration, configuration management, and user support functions across multiple business units and regions.
  • Data Management: Develop and execute data management strategies and initiatives to support enterprise-wide data integration, analytics, and reporting requirements, leveraging advanced data modeling and governance principles.
  • Troubleshooting: Establish advanced incident management and escalation protocols to ensure rapid response and resolution of critical platform issues and service disruptions, minimizing business impact and downtime. Implement proactive monitoring and predictive analytics capabilities to anticipate and prevent potential system failures and performance bottlenecks.
  • Training: Design and deliver training tailored to the end user audience, customer-supporting Sales teams and portal overview for Leadership.
  • Process Improvement: Lead enterprise-wide process transformation initiatives and change management programs to drive organizational agility, scalability, and customer-centricity across all facets of CRM operations.
  • Partner with business stakeholders and process owners to identify, prioritize, and implement strategic initiatives. Guide b2b commerce best practices.
  • Platform Updates: Define and execute multi-year roadmaps for Experience & Commerce platform evolution and innovation, aligning technology investments with long-term business strategies and market trends.
  • Engage with Salesforce and Product Owner team and industry forums to influence product roadmap decisions and shape the future direction of Salesforce technology.
  • Integration Support: Support the implementation of advanced integration frameworks and API ecosystems to enable seamless data exchange and interoperability across disparate systems and platforms.
  • Establish strategic partnerships and vendor relationships to evaluate and integrate emerging technologies and solutions that enhance the digital experience on the Salesforce platform.
  • Applies advanced knowledge of job area typically obtained through advanced education and work experience
  • Manages projects and processes while working independently and with limited supervision
  • Coaches and reviews the work of lower-level professionals
  • Understanding of b2b commerce, preferably work within this business area.
  • SQL knowledge required
  • Vast knowledge of tableau and behavioral analytics tools required
  • Ability to synthesize large amounts of data and find creative solutions when faced with limitations
  • Expert knowledge of Microsoft Excel
  • Strong communication skills, both verbal and written


Experience


  • 10+ years experience with Salesforce B2B Commerce solution, Salesforce Experience Cloud


Education

  • Bachelor’s degree in Business, Economics, Information Technology, or related field.
  • Salesforce certification required.
  • Master's degree, preferred


The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.