Senior CRM Analyst

MathWorks; Natick (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

MathWorks is looking for a Senior CRM Analyst – Sales in Natick, MA to shape and evolve their Salesforce-based CRM ecosystem. You will work in a hybrid model, balancing in-person and remote work while collaborating closely with stakeholders to optimize tools and processes across Sales, Marketing, and Customer Success. This position requires significant Salesforce experience, strong communication skills, and a focus on agile methodologies. Join a growing team committed to inclusivity and teamwork.

Qualifications

• 6 years of professional work experience or a master's degree with 3 years.
• 4+ years of experience working with Salesforce.
• Working knowledge of Sales, Customer Success, or Marketing business processes.

Responsibilities

• Serve as a primary liaison to assigned business areas.
• Lead the capture, evaluation, and refinement of business requirements.
• Perform gap analysis between business needs and Salesforce capabilities.
• Negotiate solutions for complex, cross-functional requirements.
• Configure and enhance Salesforce and related systems.

Skills

Salesforce experience

Interpersonal and communication skills

CRM solutions in a global environment

Agile delivery environments

Education

Bachelor's degree or equivalent experience

Tools

Jira

Gearset

GitHub

Job description

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.

Want to 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, optimize platform 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, identifying opportunities to leverage standard 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.

Minimum 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 with reporting, relational databases, or data analysis.
• Experience with Professional Services Automation solutions, such as Certinia PSA.
• Experience with Customer Success platforms such as Gainsight, Totango, or similar tools.
• Familiarity with Agentforce or agentic AI capabilities within the Salesforce ecosystem.