CRM Support Analyst (Salesforce) - Level 2 Support - Atlanta, GA

 

 

Job ID:  490360
 

CRH is a leading global diversified building materials group, employing over 85,000 people at more than 3,600 locations in 32 countries.  Imagine a company capable of providing the modern building materials needed to build our homes, schools, communities, even the bridges and highways to get you there. We are CRH Americas, North America’s largest manufacturer of building products and the second largest globally. 

 

Job Summary

 

The Level 2 CRM Support Analyst is a hands-on, team resource that has familiarity with Sales Team business processes and all aspects of Salesforce.com (SFDC), including technical requirements, system configuration, user requirements, and all related policies and procedures. The position will report to the CRM Support Manager and will be an integral part of the CRH CRM support. The Level 2 CRM Support Analyst will be the first escalation for our Level 1 CRM Analyst frontline support. This position is generally a remote role with some in-office meetings at our corporate office in the Perimeter area of Atlanta periodically each month.  Candidates must be located in the Atlanta metro area.  Travel for this position is estimated to be below 10%.
 
Primary Functions

•    In-depth troubleshooting and investigative skills focused on issue resolution
•    Consult and collaborate with Level 1 CRM Support Analysts in resolving cases
•    Be able to lead by example, coach, and have a mentor mentality with the CRM Support Analysts
•    Be a conduit between Support and the development team and other internal teams
•    Provide world class user support remotely, online, or in-person
•    Provide training support and setup support remotely, online, or in-person
•    Participate on project and sprint teams to enhance SFDC functionality and business processes

 Job Responsibilities

•    Reviews and manages the case queue for all cases daily
•    Work with Level 1 CRM Support Analysts when cases are escalated
•    Determines when a case needs to be escalated to Level 3 Support (Admin/Dev Level)  
•    Diligently work with customers by providing regular updates to cases by each analyst (phone, case comments, email)
•    Assist in setting up and managing the Knowledge Base to help find answers to frequently asked questions
•    Understanding all aspects of SFDC configuration and technical/functional capabilities, including all changes and potential system implications related to the SFDC release upgrades (3 times a year). Must be able to review and assist with release updates
•    Provide additional support for CRM Analysts as they work with Business Unit Trainers and Sales Operations teams during user training either in person, via telephone or email
•    Provide consulting services to support Corporate Marketing’s use of SFDC, including assisting with mailing list generation/clean-up as needed and helping Marketing Department automate processes related to national marketing campaigns.
•    Support the Configure Price Quote (CPQ) process including, but not limited to, maintaining Approval Rules, Approval chains, DocuSign document preview and updates
•    Develops ad-hoc reports as requested by user groups or stakeholders and performs analysis on data as required. Assist and consult CRM Analysts with more complex reporting as needed
•    Review, verify, maintain, and communicate system metrics to track trends in usage and data integrity related to integrations or data uploads
•    Work with the CRM Analysts to perform ongoing system administration and help to define long term support processes, including:

 

• Consulting with security settings and conduct regular security/configuration audits

• Consulting with new user set-ups and deactivation, including transferring ownership of accounts/contacts/opportunities for deactivated users 

• Consult and Execute configuration changes (This may involve simply changing field names or could be a more work-intensive project such a re-mapping fields and field value or doing a record update project that may require tools such as Data Loader or similar data management tools.)

• Perform or assist with regularly auditing data to uncover data integrity issues and/or opportunities for process improvement

• Perform or consult with mass data imports using the API or import tools as requested by business users or trainers

• Monitor Integration results and work with Integrations team daily (data integrity)

• Review with CRM Analysts or Development team to implement customization requests by SFDC business trainers, including creating flow triggers, flow alerts, automated email responses, including, but not limited to the follo