Salesforce Senior Analyst

Overview

Support CRM and Marketing Automation platforms for end users, primarily Microsoft Dynamics 365 Sales and Customer Insights, with additional support for Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM and SugarMarket as required.

What you'll do

• Provide day-to-day support for CRM platforms, primarily Microsoft Dynamics 365 Sales, helping users manage sales opportunities, accounts, contacts and client interactions.
• Support users of Salesforce Sales Cloud and SugarCRM, as required.
• Provide support for Marketing Automation platforms, primarily Microsoft Dynamics 365 Customer Insights, helping users create and manage digital communications, email campaigns, audience data and campaign reporting.
• Support users of Salesforce Marketing Cloud and SugarMarket, as required.
• Support and troubleshoot data integrations between CRM and Marketing Automation platforms to help ensure accurate and reliable data flow.
• Provide responsive end-user support through email, Microsoft Teams, meetings and other established support channels.
• Communicate clearly and proactively with users regarding support requests, issue status, resolution progress and expected next steps.
• Deliver training and guidance to CRM and Marketing Automation users on system functionality, business processes and best practices.
• Troubleshoot user issues and provide appropriate solutions, workarounds or guidance to maintain business continuity.
• Investigate, reproduce, document and escalate system issues to Engineering or other technical teams when additional support is required.
• Validate fixes, enhancements and configuration changes to confirm issues are resolved and platform functionality remains operational.
• Use AMPscript, where applicable, to support business requirements and create personalized or dynamic content within Marketing Automation solutions.
• Support email quality assurance activities, including validating content, links, personalization and rendering across supported email clients, devices and screen sizes.
• Create and maintain user guides, support documentation, procedures and knowledge articles that enable consistent support and promote user self-service.
• Collaborate with colleagues, technical teams and business stakeholders to identify recurring issues and opportunities to improve system usability, support processes and the overall user experience.

What you'll need

• 3 - 5 years of experience in Salesforce.
• Working knowledge of CRM and/or Marketing Automation platforms, such as Microsoft Dynamics 365 Sales and Customer Insights, Salesforce Sales Cloud and Marketing Cloud, SugarCRM, and SugarMarket.
• Experience supporting and training end users on CRM and/or Marketing Automation platforms, including associated business processes and system functionality.
• Minimum of 2 years of experience in a customer service, application support, or end-user support role.
• Strong analytical, troubleshooting and problem-solving skills with the ability to identify issues and recommend practical solutions.
• Ability to effectively manage multiple priorities and requests in a fast-paced environment.
• Experience implementing new processes and identifying opportunities to improve existing processes and ways of working.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong interpersonal and collaboration skills with the ability to work effectively as part of a global, cross-functional team.
• Understanding of software testing, quality assurance processes and methodologies.

Nice to have

• Certification in one or more CRM or Marketing Automation platforms, such as Microsoft Dynamics 365, Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM or SugarMarket.
• Experience with service management and ticketing platforms such as Jira or ServiceNow.
• Experience creating, interpreting or supporting reports, dashboards and analytics.

Details

• Location: Bangalore, Karnataka, India.
• Hybrid-friendly culture.