Senior Analyst, Salesforce Support

Senior Salesforce Support Analyst

Ingredion is seeking a highly motivated and experienced Senior Salesforce Support Analyst to play a pivotal role in ensuring the continued success and optimization of our Salesforce platform across US/Canada (US/Can).

As a Senior Analyst, Salesforce Support, you will provide exceptional technical support and maintain data integrity and drive strategic initiatives for the regional Salesforce program.

This role reports to the Manager, Sales Operations Excellence – Texture and Healthful Solutions (T&HS) with a dotted line reporting relationship to Manager, Global Salesforce.

What will you do:

US/Canada Sales Cloud Operations:

• Collaborate with IT partners and the Global CRM Team to manage operational and functional aspects of Sales Cloud.
• Approve US/Can user licenses and escalate global requests to Global CRM Manager.
• Reassign tasks on accounts, address user issues and questions across T&HS and Food and Industrial Ingredients (F&II) businesses.
• Own weekly data governance on Accounts, Opportunities, Tasks, etc. by way of metric tracking processes and required actions where needed.
• Oversee and engage the US/Can Sales Power User Community.

Technical Expertise & User Support:

• Lead the resolution of complex technical issues, inquiries, and troubleshooting related to Salesforce for US/Can users.
• Proactively identify and address potential system issues to ensure optimal platform performance.

Data Management & Reporting:

• Oversee data accuracy and integrity for US/Can region Sales Cloud instance, implementing robust data governance processes in line with Global CRM Governance.
• Design and build advanced reports and dashboards to extract actionable insights for sales, marketing, customer service, and R&D teams across all US/Can business segments utilizing global reporting frameworks.
• Partner with business stakeholders to translate data insights into strategic decision-making processes.

Training & Knowledge Sharing:

• Ownership of Sales Cloud user Onboarding for new users and refresher training programs to fully leverage feature utilization across US/Can functions with assistance from Global Salesforce Manager as needed.
• Conduct weekly office hours, bi-weekly new user training, and monthly Lunch N' Learns.
• Use MS Teams channels, Q&A sessions, and office hours to drive adoption and enablement for US/Can users.
• Champion a culture of continuous learning within the Salesforce team, staying abreast of the latest Salesforce updates and best practices.
• Act as a trusted advisor and resource for all US/Can users, fostering a collaborative and efficient Salesforce environment.

Salesforce Program Management:

• Lead the technical and functional aspects of US/Can-specific implementations & initiatives:
• Ownership of the "Must Wins" Program for T&HS in US/Can, ensuring successful adoption, implementation, and utilization across the sales teams.
• Responsible for stakeholder engagement on project requirements, user stories & testing, documentation requirements, creating processes & procedures for best business/Salesforce practices, providing implementation hypercare, and any additional training requirements.
• Collaborate with the Global CRM Team, Global Salesforce Adoption Team, and IT Partners on system upgrades, custom development projects, and ongoing program enhancements.

What you will bring:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in supporting Salesforce or other CRM systems.
• Strong understanding of the Salesforce platform ideally with Professional Salesforce Certifications (Certified Administrator): Not a requirement for hire but expectation to achieve within 1 year from date of hire.
• Ability to prioritize tasks and handle multiple inquiries in a fast-paced environment.
• Exceptional communication and interpersonal skills with the ability to effectively train and collaborate with diverse teams.
• Proven track record of successfully managing and resolving technical issues related to Salesforce.
• Excellent problem-solving skills, a proactive approach, and a commitment to continuous learning.
• Demonstrated leadership qualities, including the ability to prioritize, manage multiple projects, and drive results through others.
• Passion for Salesforce and a desire to leverage technology solutions to achieve strategic business goals.

Who you are:

• You demonstrate a strategic approach and excel at taking responsibility for complex projects throughout all phases, from initial concept through to completion, consistently making informed decisions and communicating effectively with key stakeholders.
• You are a data champion, able to translate complex data sets into clear and actionable insights for business stakeholders.
• You have a strong understanding of sales and marketing best practices, with the ability to connect Salesforce functionality to tangible business outcomes.
• You are a continuous learner, staying up to date on the latest Salesforce advancements and readily sharing your knowledge with others.
• You have excellent communication and interpersonal skills, allowing you to build strong relationships with users across all departments and confidently present complex information to leadership.
• You are a self-motivated individual who can manage multiple priorities effectively in a fast-paced environment.

We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law ("protected classifications"). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.

Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.

Relocation Available: No

Pay Range: $81,680.00-$108,906.67 Annual

This pay range is not a guarantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data and applicable bargaining agreement (if any).

Incentive Compensation: As a part of the total compensation package, this role may be eligible for the Ingredion Annual Incentive Plan or a role-specific commission/bonus.

Benefits: Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with a competitive company match.