Senior Executive Job Opening at London Stock Exchange Group

The key purpose of the role is to deliver an exceptional customer service experience to our global community of Salesforce users, using the practices and processes as defined by the C4E Framework (Centre for Enablement).The CRM Service Analysts will be based in the Sri Lanka Shared Service Center location and will be working with the CRM team in London.Responsibilities in this role are subject to change as required by the Company.

Key responsibilities

Frontline user support (CRM Case management)
Develop, implement and maintain end user training and knowledge article documentation
Undertake basic administration such as user management, report writing and dashboard creation
Support the delivery of business sponsored improvement projects as they transition from Project to Service via the C4E Framework
Ensure accuracy of client and prospect information through record creation via centrally managed Lead Conversion, and regular data cleansing
Working with the Senior CRM Analyst, and CRM Manager, support the drive for CRM governance and best practice
Liaise closely with external parties including Salesforce and partner organisations to support enhancements and issue resolution

Candidate profile / Key skills

A passion for delighting customers within a support role
A bachelor’s degree and/or equivalent relevant professional qualification.
Minimum 2+ years of working experience
Strong experience within Salesforce.com Administration
Proven ability to successfully manage multiple concurrent tasks/projects that deliver value in a fast-paced environment
Good Salesforce platform knowledge, ideally with experience of Pardot Marketing Automation
Experience of working within the development of a CRM environment
Excellent communication skills and good attitude
High level of attention to detail, and task prioritisation skills
Ability to work independently, but seeking authority and approval as appropriate
Great interpersonal skills and ability to deal with all levels of management & staff
Results focused with ability to work under pressure, to deadlines