• Sales Support Sr. Analyst (SLS600)

    Location US-TX-Remote
    Job ID
    Sales Operations
    Position Type
    Regular Full-Time
  • Overview

    • The CRM Administrator is part of our Sales Support Operations team that supports and develops applications for customer, prospect and partner tracking and reporting. This position is the liaison between Management, IS CRM Applications, Field Operations, Renewal Operations, Marketing and all users of CRM applications. (S)he troubleshoots and works with users to ensure that applications meet their needs and keep pace with changes in policies and/or procedures. The role will help design and test system functionality and enhancements. Candidate will also provide recommendations to management on the best way to address and accommodate business requirements, and play and significant role in determining the system enhancements that meet the business needs


    CRM Administration:

    Daily administration and support of both Salesforce and Siebel database including but not limited to:

    • Complete organizational changes including new hires, internal transfers and terminations,
    • Updating employee roles, profiles/responsibilities and data tables within the CRM applications to ensure systems are operating on up-to-date and accurate data,
    • Sales territory administration including setting Sales Rep configurations for routing rules, named account management rules, and Role hierarchies. 
    • Team member will also be required to manage the daily unassigned and reassigned lead queues.  
    • Act as point of contact/escalation to resolve open questions relating to sales ops policy and process that are linked to the CRM systems.  (35%)

    Case Management:

    Handle and resolve CRM support cases for both SFDC and Siebel applications, including but not limited to:

    • Quote Rollbacks
    • Troubleshoot Opportunity Sync Issues
    • Assist Sales with issues related to creating or revising Quote issues
    • Train and coach other members of the team (worldwide) as well as ad-hoc Sales requests
    • Opportunity reassignments requested by Sales.

    Objectives are to provide a high level of customer service, good level of responsiveness and expeditious case resolution and to promote a standard methodology with the goal of introducing and maintaining consistent, repeatable and scalable methodology throughout the company. (25%)


    CRM change request evaluation:  Provides assessment of business needs to BSA/Development teams and any supporting business background, metrics, user feedback as required/requested. Collaborates with IS Applications Teams to prioritize and sponsor change requests submitted by Sales and Sales Operations that include system enhancements, bug fixes and system usability improvement recommendations.  Test new enhancements prior to implementation into production. 

    Design and build Workflow and Approval flows required to maintain CRM application integrity, enforce Policy and Procedures and optimize users efficiency.  (20%)



    Provide Sales Support team representation for projects including but not limited to

    • The integration of other modules or applications within SFDC or Siebel, provide support, impact analysis and testing as required.
    • Support integration tasks such as data transition/migration and SFDC instance consolidation, merging acquired companies' data into Quests' Core SFDC instance. 
    • Create and run specialized reports as requested for the Executive Staff also create reports that are used to track and monitor data integrity within the CRM application. 
    • Manage SFDC reports and dashboards, including scheduling and delivery needed to meet corporate objectives.  
    • Import mass changes to the data as necessary to maintain data integrity. (20%)


    • Analytical
    • Change Management
    • Judgment
    • Leadership
    • Problem Solving
    • Technical Skills
    • Teamwork

    Experience working in a Siebel and/or SFDC Production Support Capacity -  training in Salesforce.com adminstration strongly preferred.  Experience with managing the administration of complex sales organization territory rules is preferred.  Experience designing and building sales management dashboards also preferred.  Advanced knowledge and experience with Excel and MS Office Suite required. 


    Excellent analytical, organizational and documentation skills - should be able to work directly with the business and IT groups when there are production and/or data issues.  Must be detail oriented and have excellent problem solving skill.


    Excellent written and oral communication skills required.  Ability to work within a team.  Candidate should be able to work directly with the business and IT groups when there are production and/or data issues to achieve objectives set forth by management.


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