Salesforce Lead Analyst

PACCAR•Renton, WA

13d

About The Position

The CX Salesforce Lead Analyst is a senior-level subject matter expert who designs, configures, tests, and delivers advanced Salesforce solutions for high-impact business requirements across PACCAR Parts' Customer Experience (CX) organization. The role also serves as the designated workflow coordinator, owning the Salesforce delivery pipeline and coordinating cross-functional work across Renton and India teams. It oversees pipeline ownership, delivery sequencing, cross-location handoffs, and release readiness to move work from intake to production with quality and consistency. The role contributes to platform roadmap execution, enhancement governance, release management, and AI capability development across a geographically distributed team. It also helps build institutional knowledge and succession depth to support continuity and the function's growth. The position leads Salesforce project planning and governance, applies analytics to support decision-making, improves business processes and user adoption, facilitates stakeholder workshops, and mentors team members.

Requirements

Bachelor’s degree in Business or a related field.
At least 3 years of experience at PACCAR or in an equivalent industry as an application administrator.
Salesforce Certified Advanced Administrator certification.
Salesforce Certified Agentforce Specialist certification.
Proven experience delivering complex Salesforce solutions and process improvements.
Demonstrated ability to work effectively with cross-functional teams and stakeholders.
Expert-level knowledge of Salesforce declarative and programmatic development, business analysis, and process improvement.
Advanced proficiency with Salesforce Apex, Visualforce, SOQL, SOSL, Process Builder, Flows, and Einstein automation.
Proficiency with Salesforce integrations, including REST/SOAP APIs and middleware; AppExchange solutions, managed packages, and data logger/error handling.
Advanced proficiency with Salesforce Data Loader or other data import/export tools.
Advanced proficiency with Salesforce analytics tools, including Reports and Dashboards and Einstein Analytics/CRMA.
Demonstrated leadership in facilitating workshops, driving stakeholder consensus, and delivering complex solutions.
Strong customer service orientation, communication, and problem-solving skills.
Excellent oral and written communication skills, with experience working across all levels of an organization.
Ability to manage multiple projects in a fast-paced, cross-functional environment.
High attention to detail and commitment to quality and governance standards.
Proactive, self-directed, and highly collaborative approach.

Nice To Haves

Advanced degree, such as an MBA or MS.
Project management experience and/or certification, such as PMP.
Experience with advanced Salesforce features, automation frameworks, and UX design.

Responsibilities

Own the Salesforce delivery pipeline, triaging, prioritizing, and sequencing enhancement requests.
Coordinate work across Renton and India, managing cross-location handoffs, pipeline visibility, and delivery sequencing.
Coordinate releases across active workstreams, ensure contributor readiness, and surface delivery risks.
Provide operational continuity during peak periods and planned absences across Salesforce workstreams.
Maintain platform configuration standards, technical documentation, and governance frameworks.
Design, configure, test, and deliver advanced declarative and programmatic Salesforce solutions, including flows, automations, custom objects, Lightning pages, and Agentforce.
Lead end-to-end planning, delivery, and governance of Salesforce projects, including scope, timelines, risk management, and stakeholder communications.
Use Salesforce Reports and Dashboards and Einstein Analytics/CRMA to provide actionable insights and support data-driven decisions.
Analyze business processes, identify improvement opportunities, and deliver Salesforce solutions for complex CX challenges.
Apply user-centered design principles to improve system adoption and performance.
Lead business process reviews and workshops; collaborate with cross-functional teams to define future-state solutions, build consensus, and produce documentation aligned with governance and change management standards.
Mentor and guide team members on Salesforce best practices, process optimization, and declarative and programmatic development.

Benefits

401(k) with up to a 5% company match.
Fully funded pension plan providing monthly benefits after retirement.
Paid time off, including a minimum of 10 vacation days, 12 paid holidays, and sick time; additional vacation days are provided with additional seniority/years of service.
Tuition reimbursement for continued education.
Medical, dental, and vision plans for employees and their families.
Flexible spending accounts (FSA) and health savings account (HSA).
Paid short- and long-term disability programs.
Life and accidental death and dismemberment insurance.
EAP services, including wellness plans, estate planning, and financial counseling.
Holiday gift eligibility.