Salesforce Support Analyst

Job description

Role: Salesforce Support Analyst

Industry Type: ITES Industry

Functional Area: Salesforce, CRM, Automation

Employment Type: Full Time, Permanent

Role Category: Marketing

Key Responsibilities:

• Managing Salesforce general admin work like - User management (add/delete users as
people come/go). Investigate bugs reported by users (these come to me today, but we can
setup a ticketing system with IT).
• Working on generation of Reports, Workflows, Forms (Fields and Objects). Generate and
schedule custom reports as requested. Edit workflows as sales process evolves, including
automated notifications
• Do not need a developer-level skill set – no coding will be required, though it might be nice if
someone is technical enough to self-train should minor updates be needed.
• Update forms (fields and objects) as sales process evolves, and ensure all new Project
Managers are added to drop downs. Data Entry/Remediation
• Enter in notes as events and associate them with Accounts/Contacts.
• Bulk add accounts and/or contacts (as we do lead generation and prospecting)
• Bulk edit accounts and/or contacts (re-assign accounts etc. between AMs)
• Monitor the “Unresolved Email” list in SF.com - associate emails with contacts if available, if
not, create them and associate it.
• Handle inbound inquiries from the sales team. Enter in inbound inquiries as events and
create accounts/users as required.
• Within Salesforce- Ensure proper lead source tracking, lead attribution and attribution
reporting. Support demand generation goals by building, auditing and updating our lead
management process, including lead nurture, scoring, routing and assignment
• Managing Salesforce integrated tools like – InsightSquared. Handling General Admin, User
Management, Reports and Dashboards. Create custom dashboards/reports as requested.
Schedule or manually send reports on regular cadence.
• Supporting integration of Salesforce CRM with website forms and Email marketing tools like-
mailchimp. Reporting Performance, maintaining sales CRM and sharing vital insights on
overall campaign / engagement performance.
• Support demand generation campaigns by testing and optimizing emails, landing pages, and
web forms and by building campaign performance dashboards
Desired Skills Experience

• 3- 7 years of comprehensive Salesforce experience: CRM admin management, database

marketing, lead database management, marketing programs, analytics, lead scoring
• Experience in B2B Salesforce management, analyzing reporting on sales funnel, optimizing
middle of funnel, executing targeted account-based marketing strategies
• Familiarity with HTML and CSS, ability to build and customize emails, landing pages
• Experience in Google Analytics, other common marketing tech stack tools
• Strong grasp of Marketing funnel performance analytics, tracking and calculating ROI
• Excellent project management skills, ability to manage multiple priorities while adhering to
deadlines and communicating updates
• Creative thinking, technically capable, and a passion to iterate and improve processes
• Bias towards simplification. Approaches projects with automation and scalability in mind
• Knowledge of email marketing and CRM best practices
• Demonstrated experience in lead generation, lead nurturing, and drip campaigns
• Creative as well as analytical
• Strong understanding of Google Analytics and Leadsquare

Perks and Benefits

• CTC: Good salary and bonus depending on skills, experience, and profile
• Opportunity to work with an energetic team serving global clients
• 5 Days working and weekend holiday
• Become part of growing team and chance to grow fast

About Company:

ACL Digital is a next gen digital transformation, technology consulting, enterprise IT and product
engineering services company, that helps customers to become smarter, highly productive, nimble
and better at predicting the future. Leveraging our extensive deep industry and business process
expertise, passion for customer excellence, and proven global IT services delivery model and
network. We offer best of the breed offerings for Industry verticals like Education, Healthcare &
Life Sciences, Networking & Telecom, Hi-Tech, ISV and Retail.

24000 + Employees, 20 + Countries, 1000 + Customers

Since 1992, ACL Digital has delivered unmatched and sustainable business value to its customers
through a combination of process excellence, reusable frameworks and technology innovation,
integration and transformation. With a multi-cultural and transnational talent comprising over
24,000 employees, spread across 20 countries, we bring in competitive advantage, innovative and
fresh perspectives to business challenges and promote a collaborative knowledge environment.

ACL Digital is a pioneer in delivering Business Innovation, Integration and Transformation through
disruptive technologies like SMAC (Social, Mobility, Analytics, Cloud), IoT and Big Data. We have
mastered the art of addressing enterprise business and technology challenges through our
€Connected Customer framework€ that:
ACL Digital has received accreditation certification of CMMI level-3, DEV-1.3version, ISO 9001:2015
and ISO/IEC 27001:2013 for Information security management system covering provision of
resources, work environment for software design, development testing, implementation,
maintenance, enhancement and support projects. This certifies that the Quality Management
System of ACL Digital has been audited and found to be in accordance with the requirements of the
Management System standard.