Analista de Customer Success Jr managing a portfolio of small clients at a tech startup. Focusing on engagement and retention while preventing churn.
About the role
- CRM Analyst supporting Salesforce ecosystem and driving user adoption for Fresenius Kabi in Canada. Collaborating with business stakeholders to enhance commercial performance and deliver data-driven insights.
Responsibilities
- Act as the primary liaison between business stakeholders and global Salesforce teams, translating business needs into clear requirements
- Support demand intake, governance, and implementation of CRM enhancements across platforms (Sales, Service, Marketing, Data Cloud, etc.)
- Lead local user support and training, ensuring strong adoption and high-quality service delivery
- Develop training materials and deliver enablement sessions for end users
- Track CRM KPIs and build reports and dashboards to support decision-making and frontline performance
- Support broader Commercial Excellence initiatives and process improvements within the customer engagement ecosystem
Requirements
- Bachelors degree in Business, IT, or related field
- 3-5 years of Salesforce experience in a business-facing role (e.g., CRM Analyst, Business Analyst)
- Salesforce Administrator Certification required
- Experience in pharma/life sciences is an asset
- Solid understanding of the Salesforce ecosystem (Sales Cloud, Service Cloud, Field Service, Marketing Cloud, Data Cloud)
- Experience working within global governance models and collaborating with central platform teams is a strong advantage
- Strong stakeholder management and communication skills
- Proven experience in end-user support and user enablement
- Experience in requirement gathering, structuring, and documentation, ideally in a global or cross-functional environment
- Strong analytical and problem-solving skills
- Strong interpersonal and presentation skills; team player who can work collaboratively with cross-functional teams
- Fluency in the English language is required, French preferred but not mandatory.
Benefits
- Company paid health and dental benefits that start on your first day of employment
- Company matched RRSP program
- Generous vacation plan with one extra day accrual for each year of service
- Paid float days and paid sick days
- Employee assistance program
- Casual office dress code
- Employee recognition program
- Perkopolis & Goodlife Discounts
- Professional growth and development opportunities
Job title
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