Sr. CRM Analyst, Salesforce

Position Summary:

The Sr. Customer Relationship Management Analyst is responsible for data analytics, master data cleansing, and ongoing support and training of the Salesforce environment. This position will interact with a broad range of departments (Sales, Marketing, Customer Service, IT, Supply Chain, Finance, R&D, Culinary, PMO, and others).  Educates and trains users on how to correctly use Salesforce, reconciles data entries, and will work with management to communicate any new design or enhancements made to our Ventura Foods selling and oil contracting. They will be supporting Sales Cloud, Experience Cloud, and Marketing Cloud with potential overlap with MicroStrategy, PCS, PriceFx, Forge (TPMS), master data and all future Elevate-related integration changes.

Major Duties and Responsibilities:

• Drive the ongoing development, support, and enhancement of Ventura Foods' Salesforce CRM platform (Velocity), collaborating with cross-functional Commercial teams to identify business needs, define requirements, and implement solutions that improve operational efficiency and customer engagement.
• Administer and continuously enhance the Salesforce CRM platform by managing user access, monitoring and resolving system issues, and optimizing configurations and processes to support a growing user base of more than 250 Commercial users. Drive system reliability, and operational efficiency through proactive governance, support, and platform administration.
• Serve as the primary point of contact for Velocity CRM user support, providing timely resolution of user questions, troubleshooting system issues, and delivering day-to-day help desk support to the Commercial organization. Drive user adoption and effectiveness through onboarding, training, and ongoing coaching, partnering with Learning & Development to support new users. Develop and maintain training materials, knowledge resources, and process documentation for end users and system administrators while fostering strong relationships with stakeholders and promoting CRM best practices.
• Monitor and improve the overall health, value, and effectiveness of the Velocity CRM platform through data analysis, adoption tracking, and ongoing system usage evaluation. Manage and maintain 3rd party industry data in Velocity. Identify opportunities to maximize CRM ROI by improving data quality, automating data feeds / processes, leveraging AI where approrpriate, strengthening user adoption, and promoting proper system usage across the Commercial organization.
• Lead CRM data stewardship and reporting efforts within the Velocity platform by ensuring data quality, consistency, and usability across Commercial business processes. Design and maintain custom reports and dashboards for functional teams, incorporating business, adoption, and system usage metrics to measure effectiveness, identify improvement opportunities, and support informed decision-making.
• Coordinate and support User Acceptance Testing (UAT) for CRM enhancements, new functionality, new software (to be integrated with Salesforce), and system updates by developing test scenarios, validating business requirements, documenting results, and identifying defects or process impacts. Partner with business stakeholders and technical teams to ensure solutions meet user needs and are successfully adopted within the Commercial organization.

Education and Experience:

• Bachelor’s degree in Information Technology, Business, or related field and minimum 2 years of experience as Salesforce Administrator required 
• 2-3 years experience working with Salesforce Core Clouds (Sales Cloud, Service Cloud, Experience Cloud and Marketing Cloud) using best practices
• 3-4 years experience with analyzing business data
  
  

Knowledge and Skills:

• Salesforce Admin certification preferred (ADM 201 and ADM 211)
• Strong communication skills - working with IT stakeholders, business leaders, and the user community
• Ability to learn and understand Ventura's business processes and translate business requirements into technical terms
• Must have a positive attitude, Must be consistent, reliable, and detail-oriented
• Strong analytical skills - analyzing business needs/requirements; must have intermediate Excel knowledge (i.e. pivot tables, vlookups, conditional statements, etc.)
• Excellent organizational and project management skills
• Ability to translate the needs of the business, gather requirements for potential enhancements
• Ability to create workflows, reports and dashboards within Salesforce and/or Business Analytics tools
• Excellent organizational and project management skills
• Strong understanding of Salesforce Declarative Code