Salesforce crm and analytics analyst

6 days ago

Pune Ho, India EVERSANA Full time

THE POSITION: EVERSANA’s CRM Management team, within the Commercial Operations team, has responsibility for managing the company’s Customer Relationship Management (CRM) tool, currently Salesforce, in partnership with our IT department. As the “business owners” of the CRM, we are accountable for the completeness and accuracy of data within it, which we do by designing and owning the overarching business processes supporting data entry/maintenance, monitoring data for accuracy and completeness, and working with colleagues across the organization to resolve any discrepancies. We work with IT to prioritize change requests and determine appropriate user access permissions. Furthermore, we work closely with the Commercial Performance team within Commercial Operations as well as Commercial management and Finance to support reporting activities using CRM data. As a part of EVERSANA’s CRM Management team this key role will involve supporting new and existing users to manage the quality and consistency of data, assisting with the training of users, creating reports and dashboards for the tracking of sales and associated metrics against targets, and assisting in initiatives for the development of the CRM functionality and special projects that could include analysis of metrics. This will also include working with other systems that interface with the CRM, such as financial and contract management systems. You will work with groups from across the organization to ensure that the data included in Salesforce are complete and accurate. This is a highly visible role and as the successful candidate, you will be interacting with associates, leaders, and senior management from across the organization. Excellent interpersonal and organizational skills are critical, along with knowledge of sales processes and experience working with data. ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: Work with different stakeholder groups across operations, marketing, sales, and finance to ensure correct processes are followed and to ensure CRM data completeness and accuracy Supporting CRM Manager monitoring data quality metrics/dashboards Creating Account records and making changes to existing records under the direction of the Account Owner De-duplication of records (Accounts, Contacts, Opportunities etc.) as needed Ensuring correct documentation is attached to records as applicable Assist users and answer questions on the platform usage following documented processes Assist with the testing of changes/enhancements to the platform as required Assist with creating reports and dashboards to report on key metrics under direction of manager and other senior management Assist with various projects and programs with various Commercial Operations projects as necessary Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Demonstrable ability to understand complex concepts/ideas and apply them to a specific function/task; Self-starter as demonstrated by actively seeking out solutions to problems/self-educating where knowledge is lacking. Both of these may be demonstrated through possession of a bachelor’s degree, but in lieu of this, other qualifications/experience will be considered. Proactively identify and attempt to resolve issues Must be detail oriented, highly organized, have excellent time management skills, and the ability to prioritize and meet deadlines Excellent communication and interpersonal skills, maintaining strictly professional and respectful communication at all times. Hands-on experience monitoring data quality PREFERRED QUALIFICATIONS: Knowledge of pharmaceutical development and commercialization Previous experience working with a CRM system, preferably Salesforce. Com Associates Degree and/or 3-5 years related work experience

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