Global Salesforce Business Analyst & Admin (Sales & Service) - Salesforce(m/w/x)

Description

In this role, you will enhance customer service and sales operations through Salesforce platforms, driving CRM initiatives and optimizing processes. Your day-to-day responsibilities will involve training stakeholders, supporting system adoption, and ensuring data quality for informed decision-making.

Requirements

• •At least 5 years of professional experience in Pharma/Life Science industry
• •At least 3 years of professional experience as a Salesforce Business Analyst and/or Admin
• •University degree in business administration, economics, or similar field
• •Profound project management and stakeholder management skills
• •In-depth practical experience with JIRA and Confluence
• •Salesforce Admin Certification is a must
• •Independent, process- and result-oriented way of working
• •Excellent communication and presentation skills
• •Fluency in English language
• •Intercultural experience and willingness to travel internationally

Tasks

• •Enhance and support Customer Service and Sales operations using Salesforce Service Cloud and Sales/Life Science Cloud
• •Drive regional CRM initiatives and optimize service processes
• •Collaborate with stakeholders across Sales, Service, IT, Commercial Excellence, and Digital Transformation teams
• •Deliver hands-on support to end users to drive adoption of Service Cloud and Sales/Life Science Cloud
• •Create and maintain targeted training materials
• •Conduct service-oriented training sessions for stakeholders
• •Contribute to the global OneCRM initiative for harmonizing customer service and sales processes
• •Support the design, configuration, and rollout of OneCRM functionality
• •Establish a consistent, high-performing service experience across regions and business units
• •Define the wider Customer Engagement ecosystem within Sales & Service streams
• •Prepare workshops to kickstart the localization phase
• •Define harmonized business processes across regions and business units
• •Write Features & User Stories with a focus on Life Science Cloud and Service Cloud
• •Configure OneCRM instances focusing on Life Science Cloud and Service Cloud
• •Support trainings and hypercare during the implementation phase
• •Assist in the configuration and setup of the new Commercial Ecosystem
• •Lead regional CRM initiatives and process optimizations
• •Develop training materials and provide training sessions for new systems or processes
• •Deliver end-user support and drive CRM adoption for efficiency
• •Manage data quality in CRMs, including tech debt reduction and data cleaning
• •Support reporting and analytics for data-driven decision making
• •Collaborate closely with regional teams, IT, and global digital transformation

Tools & Technologies