Senior CRM Analyst

The MathWorks, Inc.; Natick (MA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

A leading software company in Massachusetts is looking for a Senior CRM Analyst to influence their Salesforce-based CRM ecosystem. This role involves supporting Sales, Marketing, and Customer Success through effective CRM solutions. Candidates should have a Bachelor's degree and at least 6 years of experience in systems analysis related to Salesforce, with the ability to communicate complex ideas clearly. The position supports a hybrid work model, balancing in-person collaboration and remote work options.

Qualifications

• Bachelor's degree with 6 years of professional experience or Master's degree with 3 years.
• Experience in Salesforce administration and solutions delivery.
• Strong communication skills for various audience levels.

Responsibilities

• Serve as a liaison to business areas, supporting their processes through CRM.
• Lead business requirements capture and evaluation with stakeholders.
• Configure Salesforce to enhance business functionalities.

Skills

Salesforce expertise

Interpersonal communication

Analytical skills

Agile methodology

Education

Bachelor's degree

Master's degree

Tools

Jira

GitHub

Job description

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

Wantto be part of a growing and forward-thinking team, then MathWorks is for you!

As a Senior CRM Analyst – Sales, you will play a key role in shaping and evolving MathWorks’ Salesforce‑based CRM ecosystem in support of Sales, Marketing, and Customer Success. You will be part of a collaborative, forward‑thinking team responsible for delivering a world‑class CRM platform that balances business needs with technical complexity and long‑term sustainability.

In this role, you will help ensure that Salesforce and related Customer Success solutions are used effectively to support business strategy,optimizeplatform investment, and enable scalable growth. Your work will span the full software development lifecycle and involve close partnership with business stakeholders, analysts, and developers in a highly collaborative Agile environment where every individual’s input is valued.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Serve as a primary liaison to assigned business areas, partnering with stakeholders to support and evolve their business processes through CRM solutions.
• Lead the capture, evaluation, and refinement of business requirements in the context of the broader systems landscape, including integrations with systems outside of Salesforce.
• Perform gap analysis between business needs and Salesforce capabilities,identifyingopportunities toleveragestandard functionality where possible.
• Develop and recommend solution design options, clearly articulating tradeoffs related to data models, automation, integrations, and customization.
• Drive alignment and negotiate solutions for complex, cross‑functional requirements involving multiple teams and competing priorities.
• Configure and enhance Salesforce and related systems to support prototyping and solution delivery, working closely with analysts and developers.
• Stay current with Salesforce platform capabilities and relevant industry trends, proactively influencing adoption of new features and improvements across the team

Qualifications

• Visa sponsorship will not be provided for this position.
• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
• A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or equivalent experience) is required.

Additional Qualifications

• 4+ years of experience working with Salesforce in roles such as systems analysis, administration, automation, product management, or solution delivery, with both functional and technical responsibilities.
• Experience supporting CRM solutions in a global environment with multiple integrations.
• Strong interpersonal and communication skills, including the ability to translate complex business and technical concepts for diverse audiences.
• Working knowledge of Sales, Customer Success, or Marketing business processes.
• Experience working in Agile delivery environments (e.g., Scrum or Kanban) and using backlog and delivery tools such as Jira, Gearset, or GitHub.

Pluses:

• Experience withreporting, relational databases, or data analysis.
• Experience with Professional Services Automation solutions, such asCertiniaPSA.
• Experience with Customer Success platforms such as Gainsight,Totango, or similar tools.
• Familiarity withAgentforceor agentic AI capabilities within the Salesforce ecosystem.