Full-Time CRM Support Analyst
Job Description
The Role
The CRM Support Analyst is responsible for providing level 2 support for Informa Markets’ Sales Applications.
Job Summary/Responsibilities
- Level 2 support for Informa Markets’ Enterprise Applications for Sales
- Managing and resolving Service Requests and Incidents for Sales Applications within service levels and other operational targets
- Providing guidance and training to internal customers on usage of Sales applications
- Supporting and encouraging “user adoption”
- Gathering and analysing business requirements for development requests
- Creating Knowledge Articles for CRM Support team
- Creating reports and dashboards for internal customers
- Identifying opportunities for service improvements
- Formal and informal meetings with business stakeholders at all levels
- Regular and ad-hoc operational meetings with level 3 support teams
- Monitoring (internal) customer satisfaction and actively seeking opportunities to improve customer experiences through service and process improvements
- Developing and maintaining strong relationships with key business stakeholders, ensuring a good understanding of business drivers and priorities
- Managing escalations from (internal) customers
Qualities needed for the role
- Skilled communicator, able to confidently engage at all levels
- Acts with integrity, tact and diplomacy to formulate trust at all levels
- Demonstrates high levels of Emotional Intelligence
- Positive approach, focussing on solutions rather than obstacles
- Able to remain calm and clear-thinking in pressurised situations
- Able to explain technical concepts clearly and meaningfully to a non-technical audience
- Able to prioritize and manage a diverse and demanding workload
Qualities needed for culture fit
- Able to adapt to changing requirements within a fast-paced, dynamic environment
- Experience working in a culturally-diverse, global organisation
- Comfortable working as part of virtual global teams
- Able to work with minimal supervision
Skills and experience required
- Minimum 2 years experience supporting Salesforce in an enterprise environment
- Salesforce Certified Administrator or equivalent qualification
- Good understanding of ITIL methodology, particularly Incident, Service Request, Change
Desired
- Experience supporting Salesforce with Lightning UI
- Experience providing level 2 support for Expocad, Conga Composer, CPQ, DocuSign, Adobe Sign
- ITIL certification
- Experience working within events and exhibitions industry
How to Apply
Please reach out to jake.cerson@informa.com516 total views, 0 today