CRM Business Coordinator (Salesforce)

We are looking for a dedicated team member to help our global CRM / Salesforce team, a core Business function. In this broad role, you will be supporting our functional CRM experts around Sales, Service and Marketing, and be drawn into various projects. Together with the rest of the team you will be designing and maintaining training & documentation around our Salesforce processes, and work daily with our global Salesforce user base. While you are driving CRM usage & data completeness KPIs and run the change request process as moderator, you sit at the heart of CRM development.

As you are part of the global team, you will travel regularly to the Headquarter in Switzerland, or to our local market organization – if permissions allow (15% travel time).

Your tasks

Provide support to CRM functional experts, deliver own change requests, and help users:

• Support & help the rest of the CRM Business Team in their functional expert role to ensure higher delivery rate of requested projects. Provide Business Support to Salesforce users and Stakeholders to ensure maximum business value (e.g. Reporting, Training, etc.)
• Take over more general change requests and development items independently.

Drive / support training & documentation approaches in CRM, and run CRM KPIs to improve:

• Continuously promote, maintain and improve our training- and knowledge platforms to create user friendly Salesforce / CRM trainings.
• Promote and build documentation and documentation standards for CRM & Salesforce.
• Establish and maintain regular CRM KPIs (Usage Report, Data Quality & Completeness, etc.) to identify gaps and improvement areas.
• Leverage Salesforce-native analytics (e.g. Salesforce Optimizer) to increase the efficiency of the platform.

Run the established CRM Release Cycles as moderator, and bring it to the next level:

• Run the well-established CRM Release Cycle as moderator and drive it (Setting up & leading meetings, driving best practices in process-tools (Jira, Confluence), hold the team accountable for agreed best practices, run KPIs of the process (example: delivery time)
• Create Release communication / documentation of new functionalities
• Further develop CRM release process in terms of agility, efficiency and compliance.

Our offer

• Challenging work in close cooperation with Sonova HQ
• Attractive fringe benefits package
• Training and development
• Open corporate culture

Your profile

• Up-to-date knowledge and understanding of Salesforce Sales- and Service Cloud (Salesforce Certifications such as Admin, Advanced Admin, Platform App Builder or Trailhead Ranger is a big plus!) Fast comprehension and eager to learn in an ever changing Salesforce / CRM environment.
• Master/Bachelor Degree from University in Business Administration, Business Analytics, General Management, Marketing or similar field of study
• Minimal work experience: 3 years
• English: Written & spoken fluent. Strong verbal and written communication skills.
• Project Management experience, preferably in an IT-related area (Knowledge in agile development processes and tools such as Jira & Confluence is a big plus!)
• Experience with reporting and working with data -> gathering data and driving insights
• Working in a multi-functional, international environment
• Positive Attitude – helpful, proactive, with a “can-do” approach
• Advanced MS Office tools (especially Excel & PowerPoint)