CRM Business Analyst & Administrator

Apcon   •  

Wilsonville, OR

Industry: Information Technology


Less than 5 years

Posted 20 days ago

Purpose of Job

The CRM Business Analyst (including CRM Administration) functions as the technical expert and business analyst for the CRM tool. This role will support CRM internal end users and data management services to administer, maintain and enhance the CRM tool, as well as to provide valuable insight into sales efficiency and sales and marketing strategy effectiveness.


  • Manage and define requirements for CRM enhancements and partner with Business Users; Sales, Finance, IT management, Support, Marketing and other teams to continually enhance CRM process and functionality
  • Act as a hands-on change agent to evolve CRM to meet changing business needs
  • Act as liaison between functional groups to fully understand business requirements and successfully translate them into CRM enhancements
  • Partner with business process owners and IT representatives at all levels to gather and document business requirements to enable key CRM initiatives
  • Analyze business needs, provide data and make recommendations to finance, support, sales management, field sales representatives, marketing and other business functional teams
  • Develop a forum of key users to help shape the future of the CRM for the business
  • Enhance the data and systems architecture for sales
  • Participate in Sales meetings providing CRM operational expertise, sales data analytics, presentations and support
  • Dashboard, Reporting and Analytics:
  • Create reports and dashboards, perform data analysis, and provide meaningful insights into business results and operational performance to support day to day sales operations and initiatives for the sales organization
  • Build detailed, dynamic and clear dashboards for Sales executives that can drill down to individual deals, with key metrics
  • Manage pipeline reporting, dashboards and analysis
  • Create monthly, quarterly and yearly sales reports, dashboards and exception reports
  • Support management with the creation and generation of reports and dashboards for distribution to sales management and sales reps which may include analytics on: customers, partners, product marketing, and sales channel
  • Design and build and maintain Executive dashboard(s) to give key insights into the business
  • Develop repeatable reporting process through dashboards and other reporting tools to provide weekly, monthly, quarterly and annual metrics
  • Develop historical reporting and dashboards
  • Develop/coordinate market, competitive and win loss analysis as required
  • Acts as product expert to internal end user goals with newly released/enhanced CRM features
  • Creates/maintains CRM documentation. Routine maintenance of the CRM to support Data Quality initiatives
  • Assists in the definition, documentation, and implementation of CRM-related policies and procedures
  • Develop and provide onboarding and training for new CRM users. Provide support for existing users. Extended User Support in a 24/7 production environment

Qualifications and Requirements

  • 3+ years of experience with CRM application functionality, as well as, system administration
  • Minimum (1) year experience using SQL to analyze data
  • Candidate must be proficient or have working knowledge of:
  • SugarCRM, Microsoft CRM, and/or SalesForce
  • Full application lifecycle, development and project design tools and methodologies
  • Experience with:
  • Testing scripts and system testing a plus
  • Business process and/or workflows required
  • Use cases a plus
  • Diversified stakeholders and understanding project needs

Core Competencies

  • Strong interpersonal skills; ability to communicate professionally across the organization
  • Excellent organizational, planning, presentation, and multi-tasking skills
  • Ability to maintain a high level of confidentiality and professionalism
  • Strong attention to detail and exceptional customer support
  • Proficient in Microsoft Office Suite
  • Must be able to work independently and as a team member
  • Ability to prioritize and be flexible in a fast-paced environment


  • Bachelor's Degree