[Hiring] CRM Systems Analyst @BIOMEDICAL RESEARCH ALLIANCE OF NEW YORK LLC

Role Description

We are seeking a dynamic and detail-oriented CRM Systems Analyst to manage and optimize our Salesforce ecosystem and related platforms. The ideal candidate will be responsible for leveraging Salesforce Service Cloud, Sales Cloud, Experience Cloud, Agentforce AI, and integrations with platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, Celigo, NetSuite, and the CITI Program LMS. This role will report to the Assistant Director of CRM Systems, and will play a pivotal part in driving efficiency, improving customer experience, and aligning technology with business goals.

Duties/Responsibilities

• Salesforce Administration & Optimization
  • Configure and maintain Salesforce Service Cloud, Sales Cloud, and Experience Cloud to meet evolving business needs.
  • Utilize Agentforce AI to develop predictive insights and automate processes.
  • Ensure data quality, deduplication, and alignment with organizational standards.
• Platform Integration & Management
  • Oversee integrations between Salesforce and third-party platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, and NetSuite.
  • Collaborate with IT and vendors to enhance our custom LMS with CRM integrations.
• Analytics & Reporting
  • Create and maintain dashboards and reports to provide actionable insights to stakeholders.
  • Analyze customer interaction data to identify trends and recommend strategies for improvement.
• Process Improvement
  • Partner with cross-functional teams to identify and implement process improvements.
  • Elicit stakeholder needs and translate them into clear CRM/system requirements.
  • Document workflows, system configurations, and processes for knowledge sharing and training.
• Training & Support
  • Provide training and support to end-users to maximize adoption and effective use of CRM tools.
  • Troubleshoot and resolve technical issues promptly.

Qualifications

• Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience).
• 3+ years of experience working with Salesforce (Service Cloud, Sales Cloud, and Experience Cloud).
• Experience with Agentforce for Service, Data Cloud, Campaign Monitor, and Nice InContact or similar CCaaS is highly desirable.
• Experience supporting marketing and sales processes, including product catalog management, pricing, and order workflows.
• Experience with Apex, Visualforce, and Lightning Components.
• Experience with Data Management; eliminating data silos to improve operational efficiency and accuracy.
• Familiarity with NetSuite and LMS systems integration is a strong plus.
• Proficiency in creating reports and dashboards within Salesforce and other tools.
• Solid understanding of CRM best practices and customer lifecycle management.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Salesforce certifications (e.g., Salesforce Administrator, Business Analyst, Advanced Administrator, or Sales/Service Cloud Consultant).
• Knowledge of API integrations and middleware tools (e.g., Zapier, Jitterbit, MuleSoft, Celigo).
• Basic understanding of SQL and data visualization tools.

Benefits

• Flexible schedule
• Medical, dental, and vision insurance
• Retirement benefits
• Group life insurance
• Voluntary supplemental insurance
• Generous paid time off