Customer Success Salesforce Business Analyst

148 days ago
  • Location

    Framingham, MA, USA

  • Role

    Business Analyst

  • Contract

    Contract

  • Salary

    $74,798 - $94,565

Job Description:
The Customer Success Salesforce Business Analyst will work closely and report into the Director, Customer Strategy Operations & Optimization to run Salesforce and other related tools for the Customer Success team. This role will also be responsible for maintaining other tools that the Customer Success team invests in, such as Conga (a Salesforce add in), creating and maintaining APIs that link other tools to Salesforce, and assisting with creation or aiding with the purchasing decision of additional Customer Success tools.

Responsibilities:
  • Create and implement overall strategy for most effective usage of Salesforce within Customer Strategy organization
  • Own the maintenance and ongoing development of the Customer Salesforce account record, running all Salesforce reports for the Customer Success team, and creating necessary dashboards to be visible to all relevant teams within Workhuman
  • Be the strategic partner and vendor manager of the Customer Success rollout of Salesforce Lightning, including analyzing the current state, offering solutions for improvement to the customer record and rolling out Lightning to the Customer Success team
  • Implement and successfully rollout Salesforce Case Management to the Customer Success team, including defining Case Management fields, building necessary rules, training the team on the technical aspects of Case Management, managing, and updating a queue of unassigned contact records
  • Vendor manage and direct Lead MD or other vendor responsible for Salesforce new contact acquisition and management
  • Be responsible for general cleanup of Customer contact records as new customers join the Workhuman family and as we optimize Salesforce for existing customers and Customer Success Managers, ensuring that all contact and roles are tagged correctly for outgoing marketing communications
  • Implement tracking system of Customer Success Renewals in Salesforce while partnering with the Client Contract Renewal Specialist to ensure full visibility to the Leadership team and Customer Success Managers
  • Implement Legal contract Amendment request process in Salesforce while partnering with Legal team members to ensure process efficiencies
  • Own the implementation of any API solutions involving Salesforce to Project Management software, Customer Success specific software and Microsoft Dynamics
  • Identify, build, implement and day to day manage any new Customer Success tools to be identified such as Gainsight, Client Success, Totango

This role reports into the Director, Customer Operations & Optimization

Required skills and experience:
  • 2+ years of experience as a Salesforce Administrator (Direct Customer Success Salesforce Admin preferred)
  • Experience migrating a team from Salesforce Classic to Salesforce Lightning.
  • Highly organized, customer-focused, innovative, open-minded.
  • Positive attitude and genuine team player.
  • Strong ability to manage multiple stakeholder expectations, timelines, and deliverables.
  • High proficiency using Microsoft Office suite.
  • Work independently with little oversight, able to execute tasks and projects in an environment with competing demands.
  • Love following processes but are not thrown off when new priorities arise.
  • Exceptionally detail oriented.
  • Experience rolling out Salesforce Case Management in a Customer Success or Customer Support organization (preferred).
  • Experience administering Customer Success specific tool(s) such as Gainsight

#LI-PS1

The Company:
Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.

Did you know:
  • We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe
  • Workhuman® is used by 4.5 million employees across 160 countries.
  • Our core values are; Respect, Determination, Innovation and Imagination

Perks & Benefits for our Happy Healthy Humans:
  • Comprehensive Health Plans
  • Fully paid parental leave (12-week maternity/4-week paternity) effective day 1
  • Peer-to-peer recognition program
  • 401(k)
  • Tuition Reimbursement
  • Commuter bus from downtown Boston
  • On-site fitness center
  • Wellness rewards and reimbursements
  • Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…) 
  • Regular celebrations for employees, families and special guests

At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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