Biomet 3i LLC
Senior CRM Business Analyst (659610) (Project Management)
The CRM Sr Business Analyst works under the direction of the Director of CRM/Sales Force Effectiveness and in close coordination with applicable local and IT team members. This position serves as a business contributor and leader in the function, design and architecture of current and future CRM and SFE tools (primarily salesforce.com). The CRM Business Analyst also serves as the “go to” for various assigned user groups and is a primary lead in the full range of change management, training, adoption, user consultation and front line support efforts for internal and field users in the area of CRM/Sales Force.
• Serve as a Subject Matter Expert and Champion in driving industry and process best practices in the evolution of the company's Saleforce.com instance and CRM/SFE platform(s)
• Expand the use of Salesforce.com and assess effectiveness of training and adoption of the system/process
• Advise and train on best practices in application usage and adoption
• Monitor neglected Leads, Opportunities, Accounts, and Contacts and communicate system metrics to track trends in usage and data integrity
• Analyze business processes and work with technical leads to align with the Salesforce UX, data model and overall environment
• Provide recommendations and assist in the creation and implementation of the Strategic Roadmap
• Conduct research, analysis, and participate in strategy sessions for short-term and long-term business goals
• Maintain high level familiarity with other business application capabilities and scope definitions in order to make recommendations about potential integrations
• Work effectively with technical staff, business operations and subject matter experts, project managers, other trainers, executives and implementation providers to create and deliver dynamic and fully functioning instructional solutions
• Work closely with sales leadership to help understand the training needs of field sales representatives and/or sales operations members to develop specific sales training objectives and strategies to meet these needs
• Determine new requirements from user feedback to be fed back to the technical support team
• Design and develop technical training curricula, materials and performance support tools for the implementation of new systems in various formats including instructor led, virtual and e-learning
• Create and implement change management and communication plans relative to learning and adopting the new system and related processes
• Deliver instructor-led in person and virtual training sessions that are tailored to particular functional groups that relate directly to their day-to-day activities • Conduct requirements and solution design workshops
• Responsible for front line support of field users where the user needs training and coaching on existing functionality
• Resolve issues directly where possible and escalate to IT SFDC Support Analysts and SFDC Premiere Support where necessary
• Must have experience in developing and implementing training and adoption of Salesforce.com in a rapid deployment timeline through face-to-face and remote/video conference methods
• Good project management and collaboration skills with the ability to lead a cross-functional team and build relationships with multiple stakeholders, both internally and externally with users ranging from executive to line level
• Good analytical and reporting skill set
• Proven track record of working in close collaboration with IT and business stakeholders on both large and small technology/change initiatives
• Strong communication skills in facilitation, listening, writing, and questioning
• A passion for helping others to learn
• Experience incorporating adult learning principles, learning styles, and training-delivery platforms
• Experience using e-learning technologies
• Excellent verbal and written skills
• Excellent organizational skills, time management and attention to detail
• Ability to work independently with minimal supervision
• Good understanding of SDLC methodologies (Agile, SCRUM, other) Customer-centric attitude
• Bachelor's degree in Business, Computer Science, Information Systems or equivalent experience
• Certified in Salesforce CRM system preferred
• 6+ years of Salesforce implementation and deployment experience preferred
• Minimum of five (6) years of experience in developing and implementing instructor-led and e-learning programs for technology systems implementations
• MBA or graduate degree preferred Previous experience working in healthcare preferred
Typically minimal, but up to 25% when deployment projects call for it