CRM Analyst

Do you enjoy turning Salesforce data and processes into meaningful insights that help sales teams work smarter and faster?

Are you excited by partnering with cross‑functional teams to build scalable Salesforce solutions that drive real business impact?

About our Team:

Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health. We support health providers by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and supports a more personalized and localized healthcare experience. All for the benefit of every patient.

About the Role:

**Must be based in EST or CST.

In the role of a CRM/Salesforce Analyst, you will partner with Sales and cross‑functional teams to ensure Salesforce effectively supports business processes, reporting, and decision‑making. This role focuses on analyzing requirements, configuring and enhancing Salesforce functionality, building automations and reports, and maintaining data quality to drive efficiency and scalability across the Sales organization.

Responsibilities:

• Support the Sales organization with a variety of Sales Operations and CRM-related tasks, including reviewing, analyzing, and fulfilling business support requests
• Collaborate with cross-functional stakeholders to gather requirements, recommend solutions, and implement Salesforce enhancements aligned to business needs
• Design, build, and maintain Salesforce automations and process improvements, including flows, validation rules, approval processes, and other declarative tools
• Configure Salesforce to support business processes, including custom objects, fields, page layouts, record types, and security settings
• Assist with Salesforce administration activities, including user access support, territory alignment, account setup, and sales crediting requests
• Develop, maintain, and deliver standard and ad hoc reports, dashboards, and analytical insights to support decision-making and identify trends, risks, and opportunities
• Ensure data quality, accuracy, and integrity across Salesforce through monitoring, validation, and data management activities
• Support and troubleshoot day-to-day Salesforce issues, working with users to resolve problems efficiently and effectively
• Monitor system performance and existing processes to identify opportunities for optimization, scalability, and continuous improvement
• Stay current with Salesforce releases, features, and best practices; proactively recommend enhancements that improve business outcomes
• Create and maintain system, process, and technical documentation to support knowledge transfer, audit readiness, and long-term platform sustainability
• Participate in Jira-based work management using Copado, including UAT testing and, when assigned, implementing changes and promoting them through Salesforce environments

Requirements:

• Salesforce Administrator Certification
• Hands-on experience with Salesforce administration, including automation tools such as flows, approval processes, validation rules, and process builder
• Intermediate proficiency in Microsoft Excel (e.g., PivotTables, VLOOKUP/XLOOKUP)
• Strong analytical and problem-solving skills with the ability to interpret data and provide recommendations
• Ability to manage multiple tasks and deadlines with strong attention to detail
• Effective communication skills, with the ability to explain complex information in a clear and straightforward manner
• Experience working within established procedures while exercising sound judgment and initiative

Preferred Qualifications

• 3+ years of experience working in a Sales Operations or CRM role with another company
• Experience supporting a sales organization in a cross-functional environment
• Advanced experience with Salesforce reporting and dashboards
• Experience supporting or integrating Salesforce with other business systems, including CPQ knowledge
• Familiarity with Tableau or other BI/analytics tools
• Experience or exposure to AI-driven solutions, Salesforce AI capabilities, and/or Agentforce
• Experience working in Agile environments using Jira and Copado for deployment and release management

Work in a way that works for you:

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental l