Job Description
Customer Record Management (SFDC & ERP Systems):
- Create, enter, and maintain customer records in Salesforce (SFDC) and multiple ERP systems, ensuring accurate, consistent, and up-to-date customer data.
- Collaborate with sales, customer service, and finance teams to ensure data is captured and managed effectively throughout the customer lifecycle.
- Implement best practices for customer record entry and updates across systems, ensuring seamless integration of data.
- Perform research using external data sources, such as Dun & Bradstreet (D&B), FDIC, NCUA, and other relevant industry databases to validate and enrich customer profiles.
- Analyze external data to generate insights into customer behaviors, trends, and segmentation, supporting key business decisions.
- Continuously update methodologies and data sources to ensure comprehensive and accurate research insights.
Customer Data Quality Management:
- Proactively search, collect, and analyze merger and acquisition (M&A) market information, keeping abreast of industry trends and key transactions.
- Update the company’s databases with relevant M&A activity, ensuring that the customer and market information is current and comprehensive.
- Provide insights into how M&A activity might impact customer relationships, company strategies, and market dynamics.
- Manage customer data across platforms by conducting data audits and validations to ensure consistency and accuracy.
- Use ZoomInfo (Ringlead) for data matching and merging to remove duplicated account and contact information, ensuring a clean and unified customer database.
- Ensure customer data is accurately maintained and updated across Salesforce (SFDC) and ERP systems.
- Identify and resolve discrepancies in customer records, ensuring the highest data integrity standards are met across platforms.
Business Rules Documentation & Data Literacy:
- Document comprehensive business rules related to customer data management, ensuring consistency and clarity across all departments.
- Define and document data standards, workflows, and business rules to promote data literacy within the organization.
- Ensure business rules and processes are easily accessible for internal audits, training, and continuous improvement efforts.
- Ensure customer data management practices comply with regulatory requirements, such as GDPR, CCPA, and industry-specific standards.
Business Process Improvement:
- Collaborate with Salesforce (SFDC) teams to develop and enhance workflows, such as case management, ensuring streamlined processes for efficiency.
- Test workflow updates in User Acceptance Testing (UAT) environments, ensuring solutions meet business requirements before going live.
Lead process improvement initiatives to streamline data workflows between SFDC, ERP systems, and other platforms, enhancing data integration and overall quality.
