Job Summary
As a Sales analyst in Sales Operations, you are in a role that is essential to the success of the SFDC CRM application. You will deliver outstanding support services to NetApp Sales users and partner community spread across the globe. You will need to work closely with cross-functional teams which includes Sales, Marketing, IT, Sales Operations, Order Management & Enterprise reporting and Master data management team. This position requires problem solving skills, analytical skills, identifying and uncovering change requirements, do User Acceptance Testing of new features and bug fixes. This is a challenging and exciting position with an opportunity to directly impact the effectiveness and success of the sales organization.
Essential Functions:
Provide outstanding daily operational support for CRM system, which includes lead management, contact management, user management, account management, opportunity management, forecasting, admin/configuration changes for both direct (field) and indirect (channel) sales force.
Perform problem analysis and get to the root cause of user reported issue.
Comprehension and capability of meeting Quality and Service Level Agreements (SLAs)
Proactively improve the sales user experience and make sales tools a competitive advantage, identify/recommend and implement process improvements to ensure a positive customer experience.
Perform data quality management - Data analysis, Quality checks and ad-hoc reporting.
Analyze and report support metrics.
Learn and understand Enterprise systems and how they are integrated, including Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Systems/Applications/Products in Data Processing, Customer Master data and Enterprise Business Intelligence which are essential to this role.
User Acceptance Testing (UAT) of features and bug fixes for major releases and maintenance releases
Engage business program managers and technical resources when necessary.
Job Requirements
Experience with salesforce.com administration - Security/visibility model, User administration etc. (Minimum of 2 years).
Good understanding of sales processes and sales systems.
Excellent interpersonal and customer relations skills demonstrated through strong presentation, verbal and written communication.
Good understanding of IT and marketing processes and their objectives, as related to sales and Sales support, Creative approach to problem solving.
Must be flexible to work in 24/5 model - APAC, EMEA and US business and work in shift as assigned by the lead/manager.
Be a proactive contributor and subject matter expert on projects.
Excellent English language; including verbal, written and comprehension skills.
Education
Bachelor’s Degree – Required
Minimum of two years of experience with Customer Relationship Management (CRM) Tool – Required
Minimum of two years enterprise experience in Sales Processes/Incident (Case) Management – Preferred
Work experience as Admin in CRM application (Salesforce.com) – Required
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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