Salesforce CRM Analyst

ABOUT THE OPPORTUNITY:

This role is with the Global CRM – Integration department of FTI Consulting. The CRM – Integration department is responsible for the practices, processes and technologies that operating segments and regions use to manage, record, and evaluate customer interactions in order to drive sales growth by deepening and enriching relationships with their customer bases. Candidates will work in an innovative environment comprised of leading edge implementation of salesforce.com, Eloqua, integrated with cloud-based reference data providers including: BoardEx, CapIQ, American Legal and others with a focus on providing valuable client and market intelligence in order to drive sales revenue. The Analyst role is for an experienced candidate who will play an integral role in developing and maintaining our Customer Relationship Management (CRM) application built on the Salesforce platform. As a member of the CRM Global Team, you are directly responsible for empowering our senior executives with tools and information that ensure their continued success. As a key member of our team you will work across a variety of domains and technologies outside of the Salesforce platform. You will have enormous opportunities to learn and you will be expected to generate ideas that positively influence future direction.

The successful applicant will be an agile and tenacious individual with strong communication and problem solving skills.

PRIMARY DUTIES:

• Interact daily by phone, email, web, and face-to-face with business constituents and stakeholders to respond to user requests, understand business needs, troubleshoot and resolve user issues in a timely manner

• Partner with internal Business teams to develop roadmaps and define business processes while creating associated system requirements

• Identify current data gaps and opportunities to improve data quality

• Manage data extraction, transformation and load processes

• Design and create meaningful reports and dashboards to support business growth and development

• Perform application configuration, testing and evaluation to ensure quality and consistency

• Apply deep functional knowledge of CRM systems to recommend changes in configuration, maintenance and standards to improve the overall user experience

BASIC QUALIFICATIONS:

• Bachelor's degree in Computer Science, Business or closely related field or equivalent experience

• 1-2 years’ of professional experience as a Salesforce Systems Administrator or in a Data Analyst role

• Experience managing and analyzing large sets of data and defining polices and procedures to ensure the highest level of data quality

• Ability to work in a fast-paced environment with strong organizational and multi-tasking skills

• Excellent written and verbal communication skills

• Computer proficiency in Microsoft Office

• Current Salesforce Systems Administration Certification is a plus

PREFERRED SKILLS:

• Customer orientation and ability to adapt/respond to different types of people

• Business acumen and understanding of key account rankings (e.g. Fortune 1000), Corporate Hierarchy of Accounts, DnB, Standard & Poor’s or other authoritative reference data sources.

• Advanced Excel skills and experience using data management tools e.g. Demand Tools

• Skilled at analyzing and digesting large data sets and parsing out key findings

• Experience with Cloud-based (SaaS) software is a plus. e.g. Salesforce, Pardot, Eloqua, Oracle Cloud

• Expert troubleshooting, analysis, and problem-solving skills

• Demonstrated ability to prioritize and escalate issues as required and work effectively in a fast paced, high energy, team-oriented environment

• Ability to execute & deliver results

POSITION CLASSIFICATION: Exempt

FTI Consulting is an Equal Opportunity Employer

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