Required Skills

Salesforce BA

Work Authorization

  • US Citizen

  • Green Card

Preferred Employment

  • Corp-Corp

Employment Type

  • Consulting/Contract

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 28th Mar 2022


  1.      Support cross-functional process improvement activities for the self-serve customer channel and collaborate with internal and external vendors to scale digital support activity.
  2.      Build chatbot dialogs, intents, and utterances within Salesforce.
  3.      Support additional activities that will expand digital support channels across all audiences (consumer, dealer, mass) to create a frictionless self-serve customer experience.
  4.      Develop processes and protocols for customer's digital support experience including process mapping, sandbox testing, and deployment in an agile work environment.
  5.      Contribute to developing the functionality, optimization, and prioritization of the existing knowledge management system
  6.      Collaborates with Customer Care, Marketing, Information Services and other stakeholders to align divisional initiatives.
  7.      Assist in training new Salesforce users to increase adoption and grow the skill set within the business.
  8.      Learns emerging technology and infrastructure as it relates to CRM systems and architecture and educate and evangelize new applications and/or functionality to internal cross-functional teams.
  9.      Maintains knowledge of enterprise CRM and internal Toro systems.

Establish reporting and analytics that summarizes voice of customer, product performance and ad hoc reporting to support leadership metric goals.

  1.   Reports productivity, deflection and customer self-serve activity and identifies opportunity for improvement, understanding the quality of the experiences.
  2.   Demonstrates flexibility to support other projects that support customer engagement initiatives assigned by manager.



  •         Must be a results-driven self-starter, critical thinker and work independently and collaboratively
  •         4-year degree or equivalent experience to analyze and resolve complex issues from the lens of the CX
  •         1-2 years of CRM experience required. Salesforce experience preferred.
  •         Ability to analyze data using excel
  •         Project Management and Agile work model experience preferred.
  •         Demonstrated exemplary communication and interpersonal skills to work effectively with internal/external customers to ensure customer satisfaction.
  •         Demonstrated ability to grow and learn as well as adaptability with new technologies
  •         Ability to take work direction, work independently and interdependently with various teams.
  •         Able to work in a fast-paced environment and handle a variety of highly visible, high impact projects
  •         Flexible work from home and in-office scheduling


Company Information