Business Operation Analyst/Sr. Analyst/ManagerLeverage comprehensive techno-functional expertise in Salesforce (SFDC), including Case objects, processes, CPQ, and reporting/forecasting, to support and enhance Customer Success operations.Provide day-to-day SFDC troubleshooting support to representatives, ensuring seamless and efficient customer interactions.Collaborate with the BizApps team to identify, design, and implement best practices and process improvements throughout the Customer Success lifecycle.Demonstrate a deep understanding of post-sales processes, such as Account Management, Support, Renewals, Downsell, and Upsell, to optimize customer engagement and retention strategies.Develop and maintain Salesforce reports, dashboards, and forecasts to support data-driven decision-making.Partner with cross-functional teams to identify operational inefficiencies and implement automation or process enhancements to improve efficiency and effectiveness.Ensure Customer Success processes align with organizational objectives, driving continuous improvement and innovation.Serve as a liaison between customer-facing teams and technical departments, resolving system issues and advocating for functional improvements in Salesforce.Contribute to the documentation, training, and rollout of new processes, tools, and features to empower the Customer Success team with the latest capabilities.Stay informed on Salesforce advancements and industry best practices to ensure the team leverages cutting-edge tools and features effectively.Possession of the Salesforce ADM 201 Certification is preferred.Education:Bachelor's degree in EngineeringSalesforce ADM 201 Certification (preferred)Previous Experience and requirement:Experience in Sales / CS Operations (CS Ops)Hands-on expertise in Salesforce (SFDC) operationsBackground in Revenue Operations (RevOps) with a techno-functional focusGood Understanding of Customer Lifecycle and post sale processStrong working knowledge of , Hubspot or Marketo and any other Sales/marketing automation tools, including best practices for use, integrations, and reporting.Ability to operate autonomously with demonstrated experience, knowledge, and expertise within SaaS / Enterprise Software. Startup experience is a plus.Expert communication skills, with experience building workflows, presentations and analyses for presentations to the senior leadership team
Job Title
Business Operations Manager