Job DescriptionWe are seeking a Salesforce Business Analyst to collaborate with our process owners to optimize and automate the services we deliver to our strategic enterprise customers. We are looking for an experienced analyst, who is eager to establish robust business process improvement standards in support of scaling our customer success organization.ResponsibilitiesEstablish governance around process improvements (e.g., cadence, process, responsibilities, tools, documentation, storage, etc.)Define, maintain, and enforce standards for process maps and supporting documentationSupport business process owners in their efforts to create, optimize, and automate our servicesFacilitate process workshopsObserve processes in actionSolve process-related problemsDrive continuous process improvementMonitor and report on process effectiveness and ensure processes are supporting our business objectives.Keep our processes and their performance highly visible and accessible to the organization.Leverage company standards—brand assets, experience, processes, systems, tools, teams, etc.Partner with our readiness teams, as needed, to be sure our teams are prepared for changes to our processes or how we govern them.Qualifications3+ years of business process mapping or re-engineering or similar experienceMust have strong knowledge and experience with Sales Cloud Strong analytical skills and the ability to understand process details and how they link to the organization's strategy and objectivesDemonstrated ability to facilitate working sessions and drive outcomesDetail oriented with the ability to communicate the appropriate level of detail, depending on the audienceAble to initiate and nurture relationships at all levelsExcellent communication skills in EnglishStrong work ethic, craftsmanship, and quality standardsYou have knowledge of enterprise contact center and CRM systems (Sales or Service Cloud, Communities, CPQ)Preferred QualificationsYou have experience with design thinking and user researchYou have a customer success experienceExperience with CPQ and/or Revenue Cloud
