Sales Enablement Specialist

Role Overview

We are seeking a Salesforce CRM Business Analyst to help drive sales and CRM initiatives. In this position, you will act as the primary point of contact between business stakeholders and technology teams, ensuring business needs are translated into scalable, high-impact Salesforce solutions.

The successful candidate will bring strong Salesforce functional expertise, analytical capability, stakeholder management proficiency, and practical experience across reporting, CRM support, business analysis, testing, training, and continuous process enhancement.

Key Responsibilities

Sales Enablement & Reporting

• Create, maintain, and improve Salesforce reports and dashboards, with a consistent focus on data quality and accuracy.
• Deliver actionable insights related to sales performance, pipeline health, forecast accuracy, user productivity, and leadership KPIs.
• Promote self-service reporting by implementing standardized metrics and KPI definitions.
• Review CRM data, identify trends, and propose business improvements based on performance indicators.
• Assist with leadership reporting needs and sales governance initiatives.

Platform Optimization & Business Analysis

• Work with business stakeholders to understand business processes, challenges, goals, and requirements.
• Collect, analyze, and document business requirements, user stories, process flows, and acceptance criteria.
• Spot opportunities to improve processes through automation, standardization, and optimization using Salesforce functionality.
• Lead delivery of Salesforce enhancements, change requests, and process improvement efforts.
• Coordinate with technical teams on integrations, data migration, security requirements, and system dependencies.
• Support User Acceptance Testing (UAT), release validation, defect tracking, and post-deployment reviews.
• Advocate for Salesforce best practices and use standard platform capabilities wherever possible.

CRM Support & Customer Success

• Handle day-to-day Salesforce support responsibilities, including cases, incidents, service requests, and user questions.
• Ensure prompt resolution of issues within defined SLAs and partner with technical teams for complex problems.
• Perform root cause analysis and implement preventive actions for recurring issues.
• Track support performance, including case aging, SLA adherence, and evolving support trends.
• Maintain support documentation, process guidance, knowledge articles, and FAQs.
• Drive ongoing improvements to CRM support processes and the overall user experience.

Training, Adoption & Change management

• Deliver Salesforce training and enablement sessions for both new and existing users.
• Create user guides, training resources, release updates, and adoption-related materials.
• Track user adoption, measurable business outcomes, and data quality metrics.
• Identify skill or knowledge gaps and provide targeted training and coaching.
• Encourage CRM governance, process compliance, and best practices across the organization.
• Support change management related to Salesforce enhancements and new feature rollouts.

Required Skills & Experience

• 7 to 10 years of experience as a Salesforce Business Analyst.
• Any certification in Salesforce CRM will be an added advantage.
• Strong functional knowledge of Salesforce CRM, Sales Cloud, and related business processes.
• Hands-on experience with Salesforce Reports, Dashboards, Objects, Data Model, Flows, and Automation.
• Experience in Salesforce production support, incident management, and service request management.
• Strong capabilities in requirements gathering, process mapping, documentation, and stakeholder management.
• Experience supporting UAT, release management, and change implementation activities.
• Excellent analytical, problem-solving, and communication skills.
• Experience conducting CRM training, user enablement, and adoption programs.
• Knowledge of CRM data governance, data quality, and sales operations processes.
• Ability to collaborate effectively with cross-functional business and technology teams.