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Customer Relationship Management Business Analyst

Position Purpose & Summary


Customer Relationship Management( CRM) Business Analyst is responsible for representing the assigned business/function needs around Salesforce.com.


Supports the assigned business units by working and collaborating with relevant stakeholders (including other CRM BAs globally) to execute and provide input into the Food Ingredients & Bio-Industrial (FIBI) Salesforce.com roadmap.
Has an in depth understanding of the assigned businesses/functions sales, marketing and customer service processes, organizational structure and culture.
Is the primary point of contact for Salesforce.com users in the assigned businesses/functions for new capability deployment, training needs, break/fix, and projects.
Partners with the Program Manager to preserve the processes and Salesforce.com org design established during Project LEAP.


Principal Accountabilities


25% - Partner with businesses and Program Manager to identify opportunities for improved efficiency and effectiveness of Customer Sales, Service and Marketing teams to drive adoption and value capture of solutions while participating in projects and steady state activities and working with appropriate 3rd party and internal resources to ensure the projects/program are delivered on time, in budget and in scope.


15% - Document architectural designs and changes within Salesforce.com to reflect current personas and processes.
Ensuring User Stories match desired enhancements and actual deliverables meet business requirements.


15% - Triage assigned business/functions users break/fix issues and determine the appropriate resolution path (training, process, system update, project, etc.).


10% - Understand Cargills Customer Facing solutions and how they help to enable the business strategic plan.


10% - Responsible for the communication and enforcement of Cargill and FIBIs Salesforce Org Governance policies and procedures to help maintain and ensure architectural integrity.


10% - Continually monitor and collaborate to improve CRM data quality (working with business data & reporting analyst).


10% - Knowledge Management to include: training users, updating documentation, engaging Program Manager, Global IT and PDT for training assistance.


5% - Other Duties as assigned.


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