Business Process Owner - MG Salesforce

Eaton Technologies; Pune District; On-site; INR 279,000 - 670,000; Full time

Job summary

Eaton Technologies Pvt Ltd seeks a seasoned Business Process Owner for Salesforce to govern CRM across Mobility. You will align business objectives with Salesforce-enabled processes, drive standardization, data quality, and adoption, and collaborate with IT and cross-functional teams globally.

Responsibilities include leading design workshops, translating requirements into roadmaps, coordinating UAT, and ensuring successful deployment and value realization of CRM capabilities.

Qualifications

• Any Graduate with CRM deployment experience.
• 8–15 years in customer relationship management processes.

Responsibilities

• Own and govern Salesforce-enabled CRM processes across Mobility, including Lead, Account, Contact, Opportunity, Quote, Service, Warranty, and Customer Management.
• Define, document, maintain, and improve global CRM process standards, rules, workflows, and governance.
• Partner with leaders to identify opportunities for standardization, automation, and digital transformation.
• Translate business requirements into functional designs and roadmaps.
• Collaborate with IT, Sales, Marketing, Customer Service, Warranty, MDM for scalable CRM solutions.
• Lead workshops, reviews, gap assessments, and solution validation.
• Coordinate UAT to ensure solutions meet requirements.
• Drive deployment and adoption of Salesforce capabilities across Mobility.
• Deliver training and change management programs to maximize adoption.
• Establish CRM KPIs and adoption metrics; monitor value realization.
• Work with Data Governance/MDM to ensure data quality and consistency.

Skills

Sales Cloud

Service Cloud

CRM platform

BPM

Process mapping

Governance

UAT

MDM

Data quality

Stakeholder mgmt

Change management

Education

Any Graduate

Job description

Job Summary

The Business Process Owner (BPO) - Salesforce is responsible for defining, governing, and continuously improving customer relationship management processes across Mobility through the Salesforce platform. The role serves as the primary business owner for CRM-enabled processes spanning Sales, Service, Warranty, and Customer Management, ensuring alignment between business objectives, process standards, data requirements, and technology capabilities.

This position acts as a strategic liaison between business stakeholders and IT teams, translating business needs into scalable digital solutions and ensuring successful deployment, adoption, and value realization of Salesforce capabilities. The role drives process standardization, business transformation, data quality, user adoption, and continuous improvement initiatives to enhance customer engagement, operational efficiency, and business performance globally.

Responsibilities

• Own and govern Salesforce-enabled business processes across Mobility, including Lead, Account, Contact, Opportunity, Quote, Service, Warranty, and Customer Management processes.
• Define, document, maintain, and continuously improve global CRM process standards, business rules, workflows, and governance frameworks.
• Partner with business leaders to evaluate current processes and identify opportunities for process simplification, standardization, automation, and digital transformation.
• Gather, analyze, prioritize, and translate business requirements into functional designs and implementation roadmaps.
• Collaborate with IT, Sales, Marketing, Customer Service, Warranty, MDM, and other cross-functional teams to deliver scalable CRM solutions.
• Lead business process design workshops, requirement reviews, gap assessments, and solution validation activities.
• Coordinate and execute User Acceptance Testing (UAT) to ensure solutions meet business requirements and expected outcomes.
• Drive successful deployment and adoption of Salesforce capabilities across Mobility business units.
• Develop and deliver training, communication, and change management programs to maximize user adoption and process compliance.
• Establish and govern CRM-related KPIs, performance measures, and adoption metrics to monitor business value realization.
• Partner with Data Governance and Master Data Management teams to ensure data quality, integrity, consistency, and usability.
• Monitor CRM utilization, process effectiveness, user feedback, and enhancement opportunities to drive continuous improvement.
• Manage stakeholder alignment and decision-making across global business functions, regions, and leadership teams.
• Support long term CRM roadmap execution and ensure alignment with Mobility business priorities and transformation objectives.

Qualifications

1. Any Graduate
2. 8-15 years of experience in customer relationship management processes and deployment

Skills

• Functional expertise in Salesforce Sales Cloud, Service Cloud, and CRM platform capabilities.
• Strong understanding of Lead-to-Opportunity, Opportunity-to-Quote, Customer Service, Warranty, and Aftermarket business processes.
• BPM, process mapping, and process governance methodologies.
• Business requirements gathering, process analysis, and solution design techniques.
• User Acceptance Testing (UAT), test planning, and validation methodologies.
• CRM reporting, dashboard development, and business performance measurement.
• Master Data Management (MDM), data governance, and data quality principles.
• Process documentation, workflow modeling, and business architecture practices.
• Salesforce integration concepts and cross-functional business process alignment.
• Functional design documentation and process standardization approaches.
• Strong stakeholder management and ability to influence decisions without direct authority.
• Excellent cross-functional collaboration skills across business and technology teams.
• Ability to drive consensus and alignment among diverse global stakeholders.
• Strong business acumen with understanding of commercial, customer service, warranty, and aftermarket operations.
• Excellent verbal, written, presentation, and facilitation skills.
• Strategic thinking with the ability to translate business objectives into process and technology solutions.
• Strong problem-solving, analytical, and decision-making capabilities.
• Change management and organizational transformation leadership.
• Ability to manage multiple priorities in a dynamic global environment.
• Strong planning, organization, and execution skills with attention to detail.
• Ability to work effectively across global regions, cultures, and time zones.
• Continuous learning mindset with focus on innovation and process excellence.
• Customer-centric approach with focus on delivering measurable business outcomes.
• Ability to act with urgency and make sound decisions in critical business situations.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.