Customer Relationship Management Specialist

Job Title

CRM Analytics Specialist - salesforce.com

Purpose

We are looking for a highly skilled and certified Salesforce CRM Analytics (CRMA, formerly Tableau CRM) Specialist to join our growing team. The purpose of this role is to empower our business units with deep, actionable data insights by optimizing our existing analytics platform and leading the development of new, complex dashboards and data visualizations. This specialist will serve as the primary Subject Matter Expert (SME), bridging the gap between raw data, business requirements, and powerful analytical solutions that drive strategic decision-making.

Key Duties and Responsibilities

Accountabilities:

This role is accountable for the successful design, development, maintenance, and optimization of the Salesforce CRM Analytics platform and related reporting infrastructure. Specific accountabilities include:

• Analytics Platform Management

  : Ensuring the stability, performance, and governance of the existing CRM Analytics environment and dashboards.

• Insight Delivery

  : Delivering high-impact, complex data visualizations and dashboards that meet specific business requirements and provide actionable insights.

• Data Strategy & Integrity

  : Managing data ingestion, transformation, and quality within the CRMA platform, ensuring accuracy and reliability of reported data.

• SME & Consultation

  : Acting as the primary Subject Matter Expert (SME) and techno-functional consultant for all CRM Analytics initiatives, guiding stakeholders on best practices and platform capabilities.

• Project Leadership

  : Leading analytics projects from concept to deployment, ensuring solutions align with overall business objectives and data governance standards

Activities:

The specific responsibilities required to fulfill the above accountabilities include:

• Conduct detailed business analysis and requirement gathering sessions with stakeholders (sales, service, marketing, leadership) to understand analytical needs.
• Design, build, and deploy complex dashboards and data visualizations within CRM Analytics/Tableau CRM, using SAQL, SOQL, and data recipes/flows.
• Manage data ingestion and integration processes, determining appropriate data types (Salesforce internal data, external data brought in via connectors/APIs) and ensuring timely data refreshes.
• Serve as Tier 2/3 support for existing dashboards, troubleshooting data discrepancies, usability issues, and performance problems.
• Provide consultation on reporting best practices within both CRM Analytics and standard Salesforce Reports/Dashboards.
• Proactively identify and implement process improvements related to data visualization, dashboard performance, and documentation standards.
• Create and maintain comprehensive documentation for CRMA dataflows, security predicates, datasets, and dashboard logic.
• Manage user access, security predicates, and permissions within the CRMA platform to ensure data security and compliance.

Soft Skills

• Strong Consultative Communication:

  Ability to act as a trusted advisor and translate complex data into clear business insights.

• Data Storytelling & Presentation:

  Skill in presenting data narratives clearly to non-technical business leaders to drive action.

• Critical Thinking & Root-Cause Analysis:

  Capability to go beyond surface requests to identify and solve core business problems with data.

• Meticulous Attention to Detail:

  Ensuring impeccable data accuracy and consistency across all dashboards and reports.

• Effective Project and Scope Management:

  Ability to prioritize multiple requests, manage timelines, and set realistic stakeholder expectations.

• Cross-functional Collaboration:

  Strong ability to work effectively across various business units (Sales, IT, Marketing) to gather requirements and deliver unified solutions.

• Adaptability and Continuous Learning:

  Eagerness to quickly master new platform features released by Salesforce and respond to changing business needs.

• Business Acumen:

  A solid grasp of core business processes to ensure analytics are relevant, impactful, and aligned with company goals

  .

In addition to the main responsibilities listed above the manager is allowed to USE discretion TO add further duties and tasks based on the business needs which are not explicitly listed here.

JOB REQUIREMENTS

MINIMUM REQUIREMENTS

Education

• Bachelor's degree in IT or related field Experience.
• Salesforce Certifications: Salesforce Certified CRM Analytics & AI Associate or Salesforce Certified CRM Analytics Champion/Consultant required.

Experience

• Minimum of 4-6 years of hands-on experience working extensively with Salesforce CRM Analytics (formerly Tableau CRM / Einstein Analytics)..

Other Attributes

• Proven experience working in a techno-functional role, capable of both leading requirement gathering sessions (consultative) and performing deep technical configuration/development.
• Strong knowledge and understanding of data types that can be ingested into CRMA, data integration methods, data modeling, and data flow management.
• Proficiency in Salesforce Analytics Query Language (SAQL) and experience with advanced JSON editing for dashboard customization.
• Strong analytical, problem-solving, and communication skills, with the ability to translate complex data insights into clear business language.

PREFERRED REQUIREMENTS

Experience

• Experience with other BI tools (e.g., Informatica, Tableau, Power BI) and how they integrate with Salesforce data.
• Experience working with Salesforce data models (Sales Cloud, Service Cloud)

Other Attributes

• Basic knowledge of Apex, SOQL, or standard SQL for advanced data manipulation.
• Experience with scripting or programming languages (Python, R) for data analysis.

ADA Disclosure:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.