Senior CRM Analyst
About The Position
This role manages various aspects of the customer relationship management (CRM) tool and processes used by the Sales team. The Senior CRM Analyst ensures Sales staff have appropriate access and training, and drives CRM usage and effectiveness. The role may evolve as CRM technology advances and reports to the leader of Sales Enablement. The position supports CRM administration, analysis, configuration, testing, deployment, training, user support, reporting, and sales-process improvement. It works with internal technology and business partners, Salesforce communities, and senior management to improve the tool, support strategic initiatives, and advance sales goals and best practices.
Requirements
- High school diploma or GED.
- At least 5 years of healthcare industry experience.
- At least 3 years of CRM tool experience.
- At least 1 year of reporting experience.
- At least 1 year of training and development experience.
- Salesforce Administrator certification required within 6 months.
- Strong understanding of the Salesforce Lightning platform, its functionality, and best practices.
- Ability to understand application data structures and develop reports and dashboards for users and senior-level management.
- Ability to communicate effectively at all levels of the organization, with strong verbal and written communication skills.
- Creative and analytical thinking, strong problem-solving skills, and business analysis ability.
- Ability to meet deadlines, prioritize simultaneous requests, and manage laterally and upward.
- Project management skills.
- Experience working with Microsoft technologies.
- Analytical skills, collaborative problem solving, sales force automation, and troubleshooting.
Nice To Haves
- Bachelor's degree in Business Administration/Management, Computer Science, or equivalent.
- At least 3 years of Salesforce experience.
- At least 3 years of Business Support Analyst or Information Systems experience.
- At least 1 year of WalkMe and TeachMe builder experience.
- WalkMe Builder certification.
Responsibilities
- Maintain CRM user access, roles, profiles, and assignments to public and Chatter groups.
- Analyze historical trends, develop forward-looking insights, and recommend actions to support sales goals.
- Identify CRM enhancements and improvements; design and configure options, and work with HMHS (IT) to test and deploy changes to production.
- Collaborate with the Center of Excellence and Salesforce community of practice on best practices and future roadmap capabilities, including critical and complex tool changes.
- Provide CRM onboarding, training, and ongoing user support for Sales staff; maintain current knowledge of modifications and capabilities to educate Sales teams.
- Create and maintain CRM training materials, WalkMe online help, and interactive TeachMe courses in the training environment; conduct training sessions as needed.
- Support strategic initiatives, projects of varying size and complexity, and ad hoc enhancements to the CRM tool and processes.
- Provide relevant CRM sales data and reports to organizational partners, including UCCI, HMIG, Senior Markets, Compensation, Advanced Analytics, and Finance.
- Oversee commercial Sales opportunity-pipeline data and work with senior management to improve and accelerate the sales process, promote best practices, and increase user adoption.
- Collaborate with Salesforce partners, including marketing, product, and underwriting, to share best practices supporting sales processes in the CRM tool.
- Develop reports and dashboards to support processes, goals, and key business metrics.
- Research and stay current on industry trends in Salesforce and CRM tools.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
