Business Analyst / Commercial Specialist

Nel Hydrogen•Wallingford, CT

1d•Onsite

About The Position

Nel Hydrogen is seeking a Business Analyst / Commercial Specialist to join their team in Wallingford, CT. This role focuses on improving operations at the intersection of data, processes, and customer experience within a global hydrogen company. The specialist will identify, develop, and automate procedures across departments, support best practices in sales forecasting, reporting, data maintenance, security, and communications. A key part of the role involves customer support, handling inquiries via email, phone, and CRM, and resolving issues related to orders, logistics, and commercial support. This is an opportunity to apply analytical and process-oriented expertise in a company contributing to the green transition.

Requirements

An associate degree or equivalent
Minimum 2 years of experience in a Business Analyst or similar role
Minimum of 3 years of Salesforce, multi-cloud experience, either as an Admin or power user
Clouds including Marketing, Sales, CPQ (or Revenue), Service, Field Service, Experience, Analytics Studio
Experience with an enterprise-wide ERP and CRM systems
Strong analytical skills, with the ability to translate data into insights
Excellent communication skills, both written and verbal
A proactive and problem-solving mindset, with attention to detail
Customer-focused approach with a drive to deliver high-quality service

Nice To Haves

Knowledge of mechanical and electrical systems is a plus
Experience from capital equipment or technical service environments, along with knowledge of mechanical or electrical systems, is considered an advantage.

Responsibilities

Track and analyze key metrics related to and including prospect diagnostics, pipeline generation/outcomes, product interest factors, product quality metrics, and client support measurements
Develop and manage Salesforce reports and dashboards ensuring that the various end users, Teams, and Leadership have access to the key data needed to succeed in their role
Identify reporting needs and continuously improve or build new reporting tools
Use CRM and ERP tools to determine a client’s status, assess and respond to their expressed issues to earn their continuing satisfaction
Manage electronic and manual records throughout the documented case support process, coordinating related actions across Engineering, Operations, Finance, and Manufacturing
Discern when to escalate issues and/or to apply creative solutions to ensure timely resolutions
Support the team’s KPIs related to customer entitlement and response timing
Use Salesforce to generate, track and report on client satisfaction surveys, assessing responses for areas of Commercial Support improvements and of issues trends
Continuously improve, develop, and document business processes and best practices
Own or collaborate on Director-assigned Department projects
Support additional tasks and initiatives as needed by the team