Business Analyst
2 weeks ago
About the Role
The Operations Analyst – Sales Cloud Salesforce CRM is a key member of our Client Experience, Marketing & Digital Sales team, responsible for supporting the vision, strategy, and implementation of DWS' global CRM program. This role encompasses daily system operations, user support, data analysis & reporting, further development and maintenance of the platform, stakeholder alignment with internal sales units, and close cooperation within the team.
Your Key Responsibilities
- Support the day-to-day activities for sales staff within Sales Cloud Salesforce CRM (Account & Contact Management, Activities, Campaign Management, Reporting, Analytics) for 1,500 users around the world.
- Manage case pipeline for incoming internal requests and support in process documentation.
- Train users in the effective use of the CRM application.
- Cover all aspects of user and license management, including new user setup and deactivation, roles, profiles, permissions, public groups, and others.
- Identify and gather requirements from incoming requests, translating into best practice, scalable solutions with a focus on exceptional user experience.
- Collaborate with technical delivery teams through the entire development lifecycle to deliver a high-quality solution that meets the client's needs.
- Handle test management.
- Ad-hoc troubleshooting and collaborating with development teams.
- Run reports for various business needs, such as sales reporting, management reporting, data management, and ad-hoc user requests.
- Ensure that policies and procedures on Salesforce are updated in line with global best practices and local jurisdiction requirements.
Your Skills and Experience
- CRM-related experience is a precondition to qualify for this role. Salesforce is desirable, but any CRM experience is acceptable.
- Understand the basics and basics of user needs for a CRM platform.
- Experience of data migration projects, either through initial seeding of CRM systems or data integrations to external systems to enrich existing CRM data, as well as experience of working with business to manage data quality.
- Experience with marketing automation (ideally Salesforce Marketing Cloud) and its data integrations with the CRM preferred.
- Strong analytical, problem-solving skills, and attention to detail.
- Communication skills in English – both written and verbal.
- Bachelor and/or advanced degree.
- Desirable tools and Tableau.
How We'll Support You
- Training and development to help you excel in your career.
- Coaching and support from experts in your team.
- A culture of continuous learning to aid progression.
- A range of flexible benefits that you can tailor to suit your needs.
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