Senior Salesforce Analyst

As a CX Senior Salesforce Analyst at PACCAR India, you will play a crucial role in driving business process improvements and delivering advanced Salesforce solutions for the PACCAR Parts Customer Experience (CX) organization. Your responsibilities will include: - Driving the design, configuration, and implementation of complex process improvements within Salesforce to address CX challenges and enhance operational efficiency. - Configuring and implementing advanced declarative Salesforce solutions, such as Flows, automation, custom objects, validation rules, page layouts, and Lightning pages while ensuring adherence to global standards and best practices. - Leading system testing, UAT coordination, and validation activities to proactively identify, troubleshoot, and resolve defects or gaps. - Leveraging Salesforce reporting tools and external tools like Excel, Power BI, or Tableau to generate actionable insights and enable data-driven decision-making. - Supporting project planning and execution, including effort estimation, tracking timelines, risk identification, and regular stakeholder communication. - Mentoring and guiding junior team members on Salesforce best practices, process optimization, and effective documentation standards. - Actively participating in continuous improvement initiatives to enhance CX performance and business value. - Collaborating closely with cross-functional teams to ensure alignment, timely issue resolution, and successful project deliveries. - Developing and maintaining detailed documentation aligned with governance and change management processes. - Leading end-to-end business process reviews across CX functions, analyzing, evaluating, and documenting current-state and future-state processes aligned to business goals. - Planning and facilitating workshops, stakeholder meetings, and working sessions to gather requirements and validate proposed solutions. Qualification Required: - Bachelors degree required; Masters degree in a related field preferred. - Minimum 5+ years of proven experience in configuring Salesforce and driving process improvements. - Strong experience in data analysis, reporting, and dashboard creation. - Salesforce Certified Administrator required; additional Salesforce certifications preferred. In addition to the technical skills and qualifications, you will need to demonstrate the following competencies and behaviors: - Exceptional customer service skills. - Ability to multitask in shifting priorities while maintaining output quality. - Strong verbal and written communication skills. - Ability to work independently and make decisions based on policies and procedures. - Strong time management skills to manage changing priorities and meet deadlines. As a CX Senior Salesforce Analyst at PACCAR India, you will play a crucial role in driving business process improvements and delivering advanced Salesforce solutions for the PACCAR Parts Customer Experience (CX) organization. Your responsibilities will include: - Driving the design, configuration, and implementation of complex process improvements within Salesforce to address CX challenges and enhance operational efficiency. - Configuring and implementing advanced declarative Salesforce solutions, such as Flows, automation, custom objects, validation rules, page layouts, and Lightning pages while ensuring adherence to global standards and best practices. - Leading system testing, UAT coordination, and validation activities to proactively identify, troubleshoot, and resolve defects or gaps. - Leveraging Salesforce reporting tools and external tools like Excel, Power BI, or Tableau to generate actionable insights and enable data-driven decision-making. - Supporting project planning and execution, including effort estimation, tracking timelines, risk identification, and regular stakeholder communication. - Mentoring and guiding junior team members on Salesforce best practices, process optimization, and effective documentation standards. - Actively participating in continuous improvement initiatives to enhance CX performance and business value. - Collaborating closely with cross-functional teams to ensure alignment, timely issue resolution, and successful project deliveries. - Developing and maintaining detailed documentation aligned with governance and change management processes. - Leading end-to-end business process reviews across CX functions, analyzing, evaluating, and documenting current-state and future-state processes aligned to business goals. - Planning and facilitating workshops, stakeholder meetings, and working sessions to gather requirements and validate proposed solutions. Qualification Required: - Bachelors degree required; Masters degree in a related field preferred. - Minimum 5+ years of proven experience in configuring Salesforce and driving process improvements. - Strong experience in data analysis, reporting, and dashboard creation. - Salesforce Certified Administrator required; ad