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23 Oct 2020

Full-Time CRM Support Analyst

jake cerson – Posted by jake cerson United States

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


  • 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

Job Categories: LGBT. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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