Synopsis of the Role
This role will focus on process improvements, development and maintenance of internal training and enablement documentation, providing expertise in commercial processes, supporting sales, marketing, operations technologies, and contributing to various operational activities that ensure the success of the business. The role will leverage metrics for decision-making and track performance outcomes.
What you’ll do
Process Management:
Collaborate with BU stakeholders to document and maintain business processes, including flowcharts, QRGs, BRDs, FAQs etc.
Identify opportunities for process improvements and work with the Product Owner who will lead optimization initiatives across the commercial organization.
Be involved and contribute to Cross-BU Salesforce initiative change management & alignment planning sessions - including comms development, gap analysis, training schedules, UAT, Admin testing and validation.
Be an active and contributing member to projects that align with business objectives and operational needs.
Technology Support:
Ensure the integrity of data within the CRM system by conducting audits and addressing discrepancies.
Support and facilitate the gathering and documentation of commercial requirements - working directly with the Business Analyst - for new CRM features and system enhancements.
Participate in Lead to Cash weekly Salesforce project calls - with representation and preparation for Canada BU.
Salesforce support ticket management for Canada BU
Sales Enablement Lead for new Salesforce feature, functionality, enhancements, new integrations, process improvement tech roll out.
Elevated “admin” Salesforce permission set holder (e.g. log in as others capability, read/write/edit permissions on “locked” fields for end users, etc)
Analytics and Reporting:
Create, enhance, and maintain CRM dashboards, reports, and data visualizations - aligned Enterprise standards - to monitor key performance indicators; utilized by (but not limited to) Finance, Sales, Marketing, Operations, Support, Analysts for use in pipeline coaching, pipeline health review, pipeline hygiene, data governance, system adoption etc.
Continuous collaboration with our BI & Analytics team as well as Enterprise BI & Insights Teams in various regions to ensure alignment and standardization (when/where applicable) to Enterprise reporting models.
Data Management & Governance:
Salesforce data hygiene / maintenance for all objects including Accounts, Opportunities, Contacts, Leads, Lead Tasks, Products, Campaigns, Cases, Territories etc.
Salesforce field audits, proposed clean up, cross-BU impact analysis for proposed changes/updates/edits/addition to data and/or fields, object management
What experience you need
Proven experience in Marketing Operations, Sales Operations, Revenue Operations, Sales Enablement, Training & Change Management, or a related field.
Hands-on experience with CRM platforms, including report and dashboard creation.
Strong background in creating, maintaining, and documenting Standard Operating Procedures (SOPs), Quick Reference Guides (QRGs), Business Requirements Documents (BRDs),Frequently Asked Questions (FAQs), process flowcharts, and other operational documents.
Strong analytical skills with the ability to interpret data and provide actionable insights.
What could set you apart
Certified Salesforce Admin
Certified Training and Change Management practitioner
Extensive experience working in the Salesforce "eco-system" of technologies
Google Workspace savvy
