The Salesforce CRM Business Analyst serves as a business-aligned functional expert responsible for bridging the gap between the CRM strategy, IT delivery teams, and business stakeholders. This role partners closely with business users to clarify enhancement requests, document business processes, identify system dependencies, and translate requirements into well-defined technical specifications for development. 

The Business Analyst ensures CRM initiatives move efficiently through the delivery lifecycle—from idea intake and discovery through solution validation and post-launch value realization. The role works closely with the CRM Strategy & Development Manager, Change Management Manager, and technical delivery teams to ensure that Salesforce capabilities support sales productivity, operational efficiency, and high-quality CRM data. 

In addition to business analysis responsibilities, the role contributes to solution design by developing process flows, screen mockups, and visualization concepts that guide development teams and help stakeholders understand how enhancements will function within the CRM environment. 

Key Responsibilities 

Business Partnership & Requirements Discovery 

• Serve as the primary liaison between business stakeholders, CRM leadership, and IT delivery teams to ensure alignment on scope, requirements, and timelines. 

• Facilitate discovery sessions with sales, operations, and leadership teams to clarify business needs and translate them into actionable system requirements. 

• Analyze enhancement requests to uncover root problems, business impacts, and opportunities for process improvement. 

• Work with GRO counterparts to ensure awareness, best practices, change management, and overall alignment  

Process Design & Documentation 

• Document current-state and future-state business processes using process maps, workflow diagrams, and user journey documentation. 

• Identify system limitations, technical dependencies, and cross-platform integrations that may impact solution design. 

• Maintain clear documentation of functional requirements, decision points, and system behaviors. 

Solution Design & Visualization 

• Translate business objectives into detailed functional specifications, user stories, and acceptance criteria for CRM enhancements and integrations. 

• Develop initial screen mockups, workflow diagrams, and visualization concepts to illustrate proposed CRM experiences and support alignment with stakeholders and developers. 

• Recommend improvements to CRM user experience, data capture, and automation that drive adoption and efficiency. 

• Throughout the development process align with stakeholders to ensure that the design and functionality align with expectations.  

Salesforce Functional Expertise 

• Make informed technical recommendations on Salesforce capabilities including flows, automation, integrations, and object design. 

• Perform light Salesforce configuration when appropriate (e.g., CRMA dashboards, flows, custom objects, or standard objects) to accelerate delivery of high-impact features. 

• Partner with development teams to refine technical solutions and ensure they align with functional requirements. 

Delivery Lifecycle & Quality Assurance 

• Manage CRM enhancement requests through the delivery lifecycle—from intake and prioritization to development support, UAT, and deployment readiness. 

• Coordinate User Acceptance Testing (UAT), ensuring business stakeholders validate functionality before production release. 

• Maintain a transparent backlog and support sprint planning and release management activities. 

Adoption, Governance & Value Measurement 

• Partner with Change Management to align enablement, communications, and adoption strategies with newly delivered capabilities. 

• Define and track value realization metrics for each CRM enhancement (e.g., pipeline visibility, forecast accuracy, lead conversion, seller productivity). 

• Support CRM data governance initiatives in collaboration with Sales Operations and IT, including field standards, duplicate management, and integration integrity. 

Qualifications/Experience 

• 4–7+ years of experience in CRM Business Analysis, Sales Operations, or Salesforce platform roles 

• Demonstrated experience translating business requirements into Salesforce solutions 

• Experience working in agile delivery environments with product owners and development teams 

Technical & Analytical Skills 

• Strong knowledge of Salesforce core objects (Accounts, Contacts, Leads, Opportunities) and CRM data models 

• Experience creating process flows, functional specifications, and system documentation 

• Ability to develop basic screen mockups or wireframes to visualize proposed CRM enhancements 

• Familiarity with Salesforce automation tools (Flows, validation rules, process automation) 

• Experience with Salesforce reporting or CRMA dashboards preferred 

Business & Communication Skills 

• Strong facilitation skills for stakeholder discovery and requirements workshops 

• Ability to simplify complex system functionality for business audiences 

• Analytical mindset with the ability to uncover root causes and recommend solutions 

• Strong collaboration skills across business, operations, and IT teams 

Key Success Metrics 

Success in this role will be measured by: 

• Speed and quality of CRM enhancement delivery 

• Reduction in requirement ambiguity and rework during development 

• Adoption and usability of CRM enhancements by business users 

• Measurable improvements in CRM data quality and sales productivity 

• Stakeholder satisfaction with CRM roadmap execution

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $108,720/year to $201,540/year. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.
Hired applicants may be eligible for Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program