The Analyst is part of the IP & Science Global Sales Information team, and is responsible for daily operations support of Saleforce.com and supports CRM adoption across the global sales organization. This individual serves as an advocate for Sales, is a liaison to MIS and various Operations functions, has a strong command of both sales and operations processes and is a CRM subject matter expert. Job duties include supporting Salesforce.com end-users, driving CRM capability improvements with MIS and identifying and implementing sales process efficiency/effectiveness improvements.
Provide ongoing daily CRM production support including responding to end-user inquiries, trouble-shooting issues, raising data quality issues and partnering with MIS to address issues as required
Participates in development of an IP & Science wide CRM infrastructure and capabilities
Partner closely with business constituents to understand their CRM needs
Partner with MIS to build out solutions
Partner with Sales Development to educate end-users on how to leverage CRM capabilities
Partner with Sales Support Center to develop ongoing end-user support protocol and documentation
Identify opportunities for improvements in sales process efficiency and effectiveness; partners with Sales Resource Center colleagues and MIS to develop and implement solutions
Participate in formulating a CRM development roadmap for IP & Science
Assist in managing IP & Science SFDC demand, including project intake, categorization and prioritization for both production support matters as well as development projects
Project manage CRM development projects including requirements gathering and documentation, developing testing plans for system enhancements, conducting testing, communicating project status, and executing implementation plans
Serve as a business subject matter expert on the CRM capabilities. Understands data flows, feature sets and functionality.
Participate in various data quality programs that improve the integrity of data used across analytical and CRM environments.
Stays current on the Saleforce.com product roadmap and proactively introduces innovative ideas into IPS sales processes
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About the IP & Science Business of Thomson Reuters
The IP & Science business is a global provider of information solutions to assist professionals at every stage of research and development and ensure they maintain and extract maximum value from their intellectual assets.
IP & Science is part of Thomson Reuters ( http://www.thomsonreuters.com/ ), the world's leading source of intelligent information for businesses and professionals. Scientific information solutions can be found at thomsonreuters.com.
3 years serving as a Business Analyst with progressive experience working with sales force applications
Proven experience driving results on CRM initiatives
Strong inter-personal, problem-solving and communication skills
Strong knowledge of IP Solutions business systems, sales processes and operations processes and products
Experience with data manipulation, report writing and analysis skills
Experience working in data-driven, analytical marketing organization
Strong organizational skills and attention to detail
Ability to influence virtual project teams and to work independently
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