Sales Enablement Specialist

LTM; Mumbai; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

LTM is seeking a Salesforce CRM Business Analyst in Mumbai to act as the liaison between business stakeholders and technology teams, translating requirements into scalable Salesforce solutions. You will focus on reporting, CRM support, process improvements, and training to drive adoption and governance.

The role requires 7–10 years of Salesforce BA experience, strong stakeholder management, and hands-on work with Reports, Dashboards, and Automation.

Qualifications

• 7 to 10 years of experience as a Salesforce Business Analyst.
• Any Salesforce CRM certification will be an added advantage.
• Strong knowledge of Salesforce CRM, Sales Cloud, and related processes.
• Hands-on experience with Salesforce Reports, Dashboards, Objects, Data Model, Flows, and Automation.
• Experience in production support, incident management, and service requests.

Responsibilities

• Develop, maintain, and enhance Salesforce reports and dashboards with focus on data quality.
• Provide insights into sales performance, forecast accuracy, and leadership KPIs.
• Enable self-service reporting through standardized metrics definitions.
• Gather, analyze, and document business requirements, user stories, and acceptance criteria.
• Drive Salesforce enhancements, change requests, and process improvements.
• Collaborate with tech teams on integrations, data migration, and security.
• Support UAT, release validation, defect management, and post-deployment reviews.
• Recommend Salesforce best practices and leverage standard platform functionality.

Skills

Salesforce CRM

Analytical thinking

Stakeholder management

Reporting

CRM support

Business analysis

Testing

Training

Process improvement

Education

Salesforce Certification (optional)

Tools

Salesforce Reports

Salesforce Dashboards

Sales Cloud

Data Model

Flows & Automation

Job description

We are looking for Salesforce CRM Business Analyst to support sales and CRM initiatives. This role serves as the key liaison between business stakeholders and technology teams, translating business requirements into scalable and effective Salesforce solutions.

The ideal candidate will possess strong Salesforce functional expertise, analytical thinking, stakeholder management skills, and hands-on experience in reporting, CRM support, business analysis, testing, training, and continuous process improvement.

Key Responsibilities

• Develop, maintain, and enhance Salesforce reports and dashboards with a strong focus on data quality and accuracy.
• Provide actionable insights into sales performance, pipeline health, forecast accuracy, user productivity, and leadership KPIs.
• Enable self-service reporting through standardized metrics and KPI definitions.
• Analyze CRM data and recommend business improvements based on trends and performance indicators.
• Support leadership reporting requirements and sales governance initiatives.

Platform Optimization & Business Analysis

• Collaborate with business stakeholders to understand business processes, challenges, objectives, and requirements.
• Gather, analyze, and document business requirements, user stories, process flows, and acceptance criteria.
• Identify opportunities for process automation, standardization, and optimization using Salesforce capabilities.
• Drive the delivery of Salesforce enhancements, change requests, and process improvements.
• Partner with technical teams on integrations, data migration activities, security requirements, and system dependencies.
• Support User Acceptance Testing (UAT), release validation, defect management, and post-deployment reviews.
• Recommend Salesforce best practices and leverage standard platform functionality wherever possible.

CRM Support & Customer Success

• Manage day-to-day Salesforce support activities, including cases, incidents, service requests, and user queries.
• Ensure timely issue resolution within defined SLAs and coordinate with technical teams on complex issues.
• Conduct root cause analysis and implement preventive measures for recurring issues.
• Monitor support metrics, case aging, SLA compliance, and support trends.
• Maintain support documentation, process guides, knowledge articles, and FAQs.
• Drive continuous improvement of CRM support processes and user experience.

Training, Adoption & Change management

• Conduct Salesforce training and enablement sessions for new and existing users.
• Develop user guides, training materials, release communications, and adoption collateral.
• Monitor user adoption, business outcomes, and data quality metrics.
• Identify knowledge gaps and provide targeted training and coaching.
• Promote process adherence, CRM governance, and best practices across the organization.
• Support change management activities related to Salesforce enhancements and new feature rollouts.

Required Skills & Experience

• 7 to 10 years of experience as a Salesforce Business Analyst.
• Any certification in Salesforce CRM will be an added advantage.
• Strong functional knowledge of Salesforce CRM, Sales Cloud, and related business processes.
• Hands-on experience with Salesforce Reports, Dashboards, Objects, Data Model, Flows, and Automation.
• Experience in Salesforce production support, incident management, and service request management.
• Strong skills in requirements gathering, process mapping, documentation, and stakeholder management.
• Experience supporting UAT, release management, and change implementation activities.
• Excellent analytical, problem-solving, and communication skills.
• Experience conducting CRM training, user enablement, and adoption programs.
• Understanding of CRM data governance, data quality, and sales operations processes.
• Ability to work effectively with cross-functional business and technology teams.