Senior CRM Analyst

Highmark Health•Pittsburgh, PA

1d•Hybrid

About The Position

This job is responsible for a variety of facets of managing the customer Relationship Management (CRM) Tool and processes used by the Sales team. Ensures Sales Staff is set-up and trained in the use of the CRM tool, and drives usage and overall effectiveness of the tool. This job can expect to evolve over time as CRM technology advances. The incumbent reports to the leader of Sales Enablement. This is a hybrid based role at any of Highmark's locations. Hybrid onsite T, W, TH.

Requirements

5 years Health Care Industry experience
To Include 3 years CRM Tool experience
To Include 1 year Reporting experience
1 year Training & Development
Salesforce Admin certification required within 6 months
Strong understanding of the Salesforce Lightning platform, functionality and best practices
Demonstrated ability to understand application data structures and develop reports and dashboards for both users and senior level management
Data Analysis
Demonstrated ability to communicate effectively at all levels of the organization
Demonstrated exceptional verbal and written communication skills
Creative and analytical thinker with strong problem-solving skills
Business Analysis
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
Excellent Project Management skills
Demonstrated experience working with Microsoft Technologies
Analytical Skills
Collaborative Problem Solving
Sales Force Automation
Troubleshooting

Nice To Haves

Bachelor's Degree in Business Administration/Management, Comuter Science or equivalent
3 years Salesforce experience
3 years Business Support Analyst or Information Systems experience
1 years Walkme & TeachMe builder experience
WalkMe Builder certification

Responsibilities

Maintain user access to the CRM tool ensuring roles and profiles are set-up and assigned correctly, as well as creating and assigning users to the correct public and chatter groups.
Conduct Analyses to determine historical trends, glean forward-looking insights and provide recommendations to achieve sales goals.
Identify opportunities for enhancements and improvements to the CRM tool, designing and configuring options for our customers.
Work with HMHS (IT) on testing and deploying the changes to production.
Collaborate with the COE (Center of Excellence) and Salesforce community of practice to drive best practices and future roadmap capabilities that involve critical and complex changes to the tool.
Ensure Sales staff receive required onboarding and training on the CRM system as well as ongoing user support.
Maintain up-to-date knowledge of modifications to the CRM tool and new capabilities in order to educate Sales teams and drive a more tailored effective experience with the CRM tool for Sales management.
Create and maintain CRM tool training materials, WalkMe online help and interactive TeachMe courses within the training environment.
Conduct training sessions as needed on new capabilities or refreshers as needed.
Support strategic initiatives, small to large/complex projects and ad-hoc enhancements to improve the CRM tool and processes.
Support various partners within the Organization (including UCCI (dental ins. provider), HMIG (HM Insurance Group), Senior Markets, Compensation, Advanced Analytics, Finance with relevant sales data and reports collected within the CRM tool.
Oversee the opportunity pipeline data for the commercial Sales team, working directly with senior management to improve and accelerate the sales process, drive best practices and increase user adoption.
Collaborate with other Salesforce partners (marketing, product, underwriting, etc.) that support the sales processes within the CRM tool to share best practices.
Develop reports and dashboards to support specified processes, goals and key business metrics.
Research and stay up to speed on industry trends within the Salesforce/CRM tool space.
Other duties as assigned.