CRM Analyst I
TK Elevator, Atlanta, GA, United States
Atlanta, GA.
Responsible for troubleshooting and resolving system issues, supporting sales commissioning and user training, and analyzing user needs to improve processes and align with business objectives.
ESSENTIAL JOB FUNCTIONS System Support and Troubleshooting (30%)
Provide first-level troubleshooting support for all departments and end users acting as a liaison between technical staff and end-users.
Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding problems within sales applications (CRM [Salesforce], CPQ, Forms, and Docusign) while maintaining SLA Standards.
Prioritize escalating, urgent and/or more complex issues to Domain Experts when necessary.
Triage symptoms of technical problems, deliver solutions or escalade based on defined processes.
Data Management (15%)
Work with multiple computer applications and databases, including CRM (Salesforce), CPQ, Forms, Docusign and Xactly.
Use data loader and data import wizard for mass updates.
Maintain the accuracy of data within sales applications.
Manage the consolidation of duplicate records in CRM.
Sales Commissions (10%)
Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding questions or exceptions with Xactly data (commissions).
Assist with testing new compensation plan rules to ensure system accuracy.
Maintain strict confidentiality and ensure information is shared only with authorized personnel.
Project Coordination and Communication (10%)
Coordinate with technical staff and team members to ensure consistent information is provided to the field.
Facilitate root cause analysis on problems to identify action items and recommendations for resolution from both training and systems perspectives.
Work cross-functionally by learning new technology platforms and taking on projects as requested.
Documentation, Best Practices, and Training (15%)
Develop and deliver comprehensive training programs for end-users.
Maintain documentation of lessons learned, best practices, and quality improvement processes.
Onboard and train users in data entry, reporting dashboards, and CPQ quoting and booking.
Create and maintain detailed documentation for CRM processes, customizations, and integrations.
Provide functional and technical support to CRM users with varying levels of technical skills to ensure successful user adoption.
Testing and Quality Assurance (10%)
Perform User Acceptance Testing (UAT) for changes implemented in the sales applications.
Identify failures and bugs and escalade to next-level support for resolution.
Continuous Improvement (10%)
Drive continuous improvement initiatives by staying informed of sales applications, reports, and organizational processes and making recommendations for system changes, to better meet user needs.
Proactively identify opportunities to optimize efficiencies and enhance and streamline business processes to maximize sales support efforts.
Qualifications
College degree preferred or equivalent (2 to 3 years) in work experience, including project management, customer service, analysis and/or technical documentation.
Understanding of CRM concepts and software (e.g., Oracle CRM, Salesforce).
Proficient skills in MS Excel and PowerPoint, with the ability to create and modify basic to intermediate spreadsheets; perform data extraction, processing, and manipulation with guidance; and support data analysis tasks.
Strong attention to detail.
Excellent verbal and written communication skills.
Ability to work independently and multi-task with limited supervision.
Ability to work well in a team and take direction.
Analytical and troubleshooting abilities to address and resolve problems and issues as they occur.
Proficient organization, time management skills and ability to build and foster strong networks on all levels of the organization are essential.
Occasional travel may be required.
Benefits Provided they meet all eligibility requirements under the applicable plan documents, employees will be offered:
Medical, dental, and vision coverage
Flexible spending accounts (FSA)
Health savings account (HSA)
Supplemental medical plans
Company-paid short- and long-term disability insurance
Company-paid basic life insurance and AD&DD
Optional life and AD&D coverage
Optional spouse and dependent life insurance
Identity theft monitoring
Pet insurance
Company-paid Employee Assistance Program (EAP)
Tuition reimbursement
401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.
15 days of vacation per year
11 paid holidays each calendar year (10 fixed, 1 floating)
Paid sick leave, per company policy
Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)
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ESSENTIAL JOB FUNCTIONS System Support and Troubleshooting (30%)
Provide first-level troubleshooting support for all departments and end users acting as a liaison between technical staff and end-users.
Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding problems within sales applications (CRM [Salesforce], CPQ, Forms, and Docusign) while maintaining SLA Standards.
Prioritize escalating, urgent and/or more complex issues to Domain Experts when necessary.
Triage symptoms of technical problems, deliver solutions or escalade based on defined processes.
Data Management (15%)
Work with multiple computer applications and databases, including CRM (Salesforce), CPQ, Forms, Docusign and Xactly.
Use data loader and data import wizard for mass updates.
Maintain the accuracy of data within sales applications.
Manage the consolidation of duplicate records in CRM.
Sales Commissions (10%)
Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding questions or exceptions with Xactly data (commissions).
Assist with testing new compensation plan rules to ensure system accuracy.
Maintain strict confidentiality and ensure information is shared only with authorized personnel.
Project Coordination and Communication (10%)
Coordinate with technical staff and team members to ensure consistent information is provided to the field.
Facilitate root cause analysis on problems to identify action items and recommendations for resolution from both training and systems perspectives.
Work cross-functionally by learning new technology platforms and taking on projects as requested.
Documentation, Best Practices, and Training (15%)
Develop and deliver comprehensive training programs for end-users.
Maintain documentation of lessons learned, best practices, and quality improvement processes.
Onboard and train users in data entry, reporting dashboards, and CPQ quoting and booking.
Create and maintain detailed documentation for CRM processes, customizations, and integrations.
Provide functional and technical support to CRM users with varying levels of technical skills to ensure successful user adoption.
Testing and Quality Assurance (10%)
Perform User Acceptance Testing (UAT) for changes implemented in the sales applications.
Identify failures and bugs and escalade to next-level support for resolution.
Continuous Improvement (10%)
Drive continuous improvement initiatives by staying informed of sales applications, reports, and organizational processes and making recommendations for system changes, to better meet user needs.
Proactively identify opportunities to optimize efficiencies and enhance and streamline business processes to maximize sales support efforts.
Qualifications
College degree preferred or equivalent (2 to 3 years) in work experience, including project management, customer service, analysis and/or technical documentation.
Understanding of CRM concepts and software (e.g., Oracle CRM, Salesforce).
Proficient skills in MS Excel and PowerPoint, with the ability to create and modify basic to intermediate spreadsheets; perform data extraction, processing, and manipulation with guidance; and support data analysis tasks.
Strong attention to detail.
Excellent verbal and written communication skills.
Ability to work independently and multi-task with limited supervision.
Ability to work well in a team and take direction.
Analytical and troubleshooting abilities to address and resolve problems and issues as they occur.
Proficient organization, time management skills and ability to build and foster strong networks on all levels of the organization are essential.
Occasional travel may be required.
Benefits Provided they meet all eligibility requirements under the applicable plan documents, employees will be offered:
Medical, dental, and vision coverage
Flexible spending accounts (FSA)
Health savings account (HSA)
Supplemental medical plans
Company-paid short- and long-term disability insurance
Company-paid basic life insurance and AD&DD
Optional life and AD&D coverage
Optional spouse and dependent life insurance
Identity theft monitoring
Pet insurance
Company-paid Employee Assistance Program (EAP)
Tuition reimbursement
401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.
15 days of vacation per year
11 paid holidays each calendar year (10 fixed, 1 floating)
Paid sick leave, per company policy
Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)
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