Salesforce Business Analyst

Posted 3 Days Ago
Be an Early Applicant
2 Locations
Senior level
Cloud • Software
If you’re ready to build your future — and the future of technology — then you’re in the right place.
The Role
The Salesforce Business Analyst will guide customers in maximizing their investment in Salesforce, addressing both technical and business concerns, aligning solutions with customer needs, and fostering strong relationships across stakeholder levels. Key responsibilities include strategic guidance, supporting technical expertise, and coordinating deliverables throughout the customer engagement process.
Summary Generated by Built In

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

    • We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

      For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
      We are currently looking for a versatile Customer Success Manager with expertise in Salesforce to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce.
      As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship.

      Shift Timings:

      Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need.
      (5.30/6.30 PM - 2:30/3:30 AM) IST

      Responsibilities:

      • Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives

      • Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.

      • Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives.

      • Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.

      • Adoption Path & Enablement: Contribute to SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.

      • Technical Expertise Application: Apply SF / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

      • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities

      • Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

      Required Skills:

      Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

      • Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.

      • Excellent communication skills to articulate technical issues to diverse audiences.

      • Ability to prioritize customer needs, take ownership, and drive resolutions.

      • Experience with databases, SQL, Windows/Linux Server, and security infrastructure. Strong echnical skills or the ability to acquire in-depth knowledge.

      • Diligent. Nothing gets overlooked.

      • This position will require you to work from your local Salesforce/Tableau office 2 to 3 days a week

      Preferred Skills:

      • Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.

      • Demonstrating expertise in Salesforce Technical, (Lightning, Apex, Customisation, Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc.). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

      • Candidates currently in roles such as Salesforce Technical Architect, Salesforce Solution Architect, Salesforce Business Analyst, Salesforce Functional Consultant, Salesforce Technical Lead, Salesforce Technical Account Manager, Salesforce Team Lead, or Salesforce Senior Technical Consultant—with a strong ability to manage customer relationships—are encouraged to apply for this position.

      Accommodations

      If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

      Posting Statement

      At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

      Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Top Skills

Salesforce
SQL
The Company
HQ: San Francisco, CA
72,000 Employees
Hybrid Workplace

What We Do

Salesforce is the #1 AI CRM, where Humans with agents drive customer success together. Through Agentforce, our groundbreaking suite of customizable agents and tools, Salesforce brings autonomous AI agents, unified data from any source, and best-in-class Customer 360 apps together on one integrated platform to help companies connect with customers in a whole new way.

Salesforce is democratizing AI agents for businesses of every size and industry so every company can embrace a workforce without limits. Our low code, open, and secure platform helps companies build and customize Salesforce fast so they can safely scale AI-powered work to every customer and employee experience and transform their business.

Salesforce is proud to be the market leader, but we’re even more proud to lead in philanthropy, innovation and culture. Guided by core values of trust, customer success, innovation, equality, and sustainability, Salesforce is more than a business — we’re a platform for change.

Why Work With Us

There’s no typical day in the life of a Salesforce employee. You could be transforming our next AI innovation — or transforming your community. Closing deals — or closing your laptop for a day of Volunteer Time Off. Driving change for our customers — or driving change within one of our high-performing teams.

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