CRM Analyst

CRM Analyst

Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. For the exponentially curious, Pall is a place you can thrive and amplify your impact on the world. 

Pall is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

Learn about the Danaher Business System which makes everything possible.

Does this describe you?

• As an inspiring leader, you identify and install the best tools and processes.
• You rapidly identify and communicate the business levers that define success as we advance and optimize our business systems.

The CRM Analyst will work with across all of Pall's Business Units' Customer Service, Sales and Marketing teams to build and drive our customer service, commercial applications and processes. The Analyst will partner with each of businesses to establish and promote a culture of collaboration and partnership by evaluating business needs and translating them into functional processes and tools. We are looking for a candidate with a passion for service process and data, who can work in a dynamic and growth environment. This role will collaborate closely with different Business units to drive standard work for CRM processes and applications and help improve adoption of our CRM.

The CRM Analyst is a critical enabler of Success through the development and sustainment of tools, strategy and business processes. The person in this position will contribute to the growth of the company through customer service strategy execution.

This position is part of the CRM Operations team and will be in Kuala Lumpur MY office.

In this role you will have opportunity to:

Analyze/Build/Deploy Tools to leverage Best Practices around Salesforce Applications to measure Service Effectiveness.

• Work closely with Service Ops team to support service processes including standard work around Case Management, Work Order Management, Quote Management, and Service standard of work.
• Execute the strategy partnering with Customer Service, IT and Sales Enablement team members.
• Partner with Global counterparts to look for proven methodologies and harmonization of standard work.
• Incorporate industry proven practices in requirements analysis and system testing methodologies into standard work
• Participate in deployment projects as a configuration analyst – including but not limited to requirements analysis, requirements documentation, configuring CRM applications and the creation and execution of test scripts.
• Document business requirements, process diagrams and flows, functional requirements and data mapping.
• Develop and execute functional testing and regression testing of CRM application functionality in support of the release plan.
• Facilitate update and collaboration meetings with the business users and implementation team.

The essential requirements of the job include:

• BS/BA Degree Computer Science, Information Systems of related programs
• Salesforce administrator and platform app builder certifications required.
• Extensive experience with Salesforce Service Cloud.
• Deep understanding of CRM Service and Quote to Cash processes.
• Results driven with a passion for strong collaboration.

It would be a plus if you also possess previous experience in:

• Experience with ERP, master data, customer hierarchies.
• Hands on experience with Einstein Analytics, QlikView, and other Sales Analytics technologies
• A Certificate in Business Analysis and Systems Analysis is a plus.
• SAP, SAP Cloud for Customer knowledge a plus.

Pall Corporation, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.