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Customer Success Operations - Salesforce Data Analyst



IT, Customer Service, Sales & Business Development, Operations, Data Science
Bengaluru, Karnataka, India
Posted on Thursday, July 11, 2024
Sitetracker is looking for an internal Operations Analyst - Data & Salesforce administrator who reports to the Customer Success Operations Manager and is responsible for operational stability, administration, configuration, customization, data integrity, and maintenance in our salesforce platform to support our Customer Management Activity and awareness across the organization.
The day-to-day activities for the role include:
*Internal Management of the Account Information in Salesforce related to Sitetracker Customers
*Internal Salesforce Instance Data integrity management, security, and data governance procedures.
*Document and maintain system configuration, processes, and procedures.
This role leverages Salesforce technology to streamline processes, configure new workflows, compile essential data, and provide actionable insights to support business goals and objectives. Collaborating closely with other teams and CS leaders, you will serve as their trusted partner in ensuring:
*The data managed internally about customers in our Salesforce Customer Account is current, concise and accurate
*Tools and processes are implemented and maintained timely
The preferred candidate possesses salesforce administration skills along with skills in facets of data management, including collection, validation, and visualization.

  • High attention to detail while working in a fast-paced environment.
  • Salesforce Administration
  • Configure and customize Salesforce to support business processes and objectives.
  • Salesforce configuration updates & changes, including (but not limited to):
  • Flows, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, dashboards, and reports
  • Manage user accounts, profiles, roles, permissions, and security settings.
  • Create and maintain custom reports, objects, fields, formulas, validation rules, flows, and marketing cloud integrations.
  • Implement and maintain automation processes using flows and other automation tools.
  • Independently build detailed data capture as per the defined scope of requests
  • Ability to identify data collection improvements (Automation, streamlining, new data points, etc)
  • Data Management
  • Reporting and dashboarding, data mining, and data management
  • Determine the timing and format for collecting and managing customer account data within the Sitetracker data systems.
  • Proven analytical skills, including mining, evaluation, and visualization
  • Cross-collaboration within Sitetracker for data capture improvements
  • Strong user skills in Excel, Google Sheets, Google Slides, etc
  • Stay updated on Salesforce updates, releases, and best practices, and implement new features as appropriate

Within 60 Days, You’ll

  • Understand the internal Salesforce org configuration
  • Develop a detailed understanding of the customer contact data points and the impact on the Sitetracker business
  • Create reports and dashboards to visualize Sitetracker customer anatomy
  • Analyze source data and perform data clean-up
  • Understand and execute salesforce administration actions to fulfill operations requests to meet business needs
  • Understand the primary and secondary data sources and collection processes within the Sitetracker data systems.
  • Develop and document data collection tracking and updating processes (playbook) for increased accuracy/integrity and timeliness of the data

Within 180 Days, You’ll

  • Full Ownership of operations requests related to Customer Success and Post Sales Salesforce administration and maintenance
  • Define technical requirements from internal customers for business process improvement requests
  • Assist in system architecture design for new processes and flows Proficiently handle user management, optimizing profiles, permissions, and roles for items rolled out under CS operations
  • Excel in creating and maintaining object and field-level functionality, while leveraging formulas, validation rules, and flows to streamline customer success operations
  • Increase the efficiency of data collection and accuracy
  • Take operational ownership and be the go-to expert and owner for all customer-related data integrity
  • Build a dashboard to easily review the timeliness of data updates and automate calls to action for teams to update dataPerform business process testing during upgrades of the internal Salesforce and Sitetracker instance.

Within 365 Days, You’ll

  • Take full ownership of the automated data integration processes
  • Own process configuration projects to support the Customer Success goals
  • Identify cross-functional processes that align processes and customers’ data across teams for increased flow and analysis.
  • Analyze and streamline data captured in Sitetracker data Systems (reduce redundancy, add validations, and increase automation)
  • Work directly with the Operations Manager to increase workflows and validations of System data collection functionality.