Wolters Kluwer Sales Operations CRM Analyst in New York, New York

Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world's top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals.

Job Description

Learns and maintains knowledge of internal systems and processes including an expert knowledge of SFDC by engaging in self-directed learning. In addition:

  • Maintaining an expert knowledge of SFDC including design and integration scenarios

  • Eliciting business requirements from end-users

  • Keeping current with system advances, technologies and best practices

  • Enhancing the end-user experience

  • Learning how SFDC fits into standard processes and contributes to business performance and leveraging the capabilities of the SFDC platform in order to extend the CRM application to multiple facets within the business

  • Leveraging other back office systems and recommendations for their integration with SFDC

  • Collaborating with peers and management to continuously improve the platform

Coordinates and administers training to all SFDC sales users within CT Corporation by creating and tailoring training materials to support training needs. In addition:

  • Ensuring all training materials are sound in terms of structure, flow, content, coverage and complexity level

  • Partnering with Training and Development for new hire onboarding and developing training sessions for new users and the ongoing needs of existing users

  • Ensuring all logistical necessities are met (e.g., web connection, materials available); conducting training sessions (primarily via webinar)

Facilitates the procurement and analysis of data derived from SFDCby assisting users in Sales, Marketing, Service and Support with report and dashboard design and management. In addition:

  • Create, improve, implement and enforce sales operational processes, governance and policies to drive consistent and measurable success in the Sales organization

  • Documents and maintains procedures to run reports and storage of information.

  • Participate in the implementation and reporting of analytics surrounding forecasts, pipelines and opportunity value as required

Partnering with the business and division level CRM teams to:

  • Act as the primary point of contact for CT Sales end users, GRC level and Business Operations CRM teams

  • Manage Level 2 CRM support and consulting for sales related initiatives, including working with the Level 3 development team through implementation

  • Participate in regularly scheduled meetings with the CRM teams

  • Define, communicate, and manage a change management (release) process to implement new applications and updates to existing applications

  • Assist in the development of and communicate a schedule for future database releases/enhancements

Assist in data analysis and reporting as needed by:

  • Gather business requirements and recommend process improvements and changes to the Sales systems and processes with outcomes tied to revenue gains.

  • Collect, extract, and compile data from Salesforce.com (SFDC) and other sources to develop sales reporting to increase business intelligence.

  • Develop reports, dashboards, and processes to continuously monitor data quality and integrity

  • Translate segment strategy into CRM workflow so as to track and analyze key trends

  • Perform analysis of KPIs, identify and analyze key trends, and regularly highlight performance issues and areas of improvement to increase revenue potential to the leadership team.

  • Regularly meeting with sales leadership and other stakeholders to review and discuss trends, issues and opportunities; explaining reports and presenting findings (e.g., issues, opportunities, trends, forecasts); making recommendations and opining on how to overcome obstacles and improve business results; and gathering feedback from all sources to improve sales data and reporting activities (e.g., additional KPIs to report on).

Represents Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives. In addition:

  • Communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation

  • Behaving in ways that demonstrate corporate core values and culture

  • Developing professional and positive relationships with customers and colleagues

  • Maintaining a reputation of competence, integrity and professionalism


Bachelor's Degree in Business, Information Technology, related discipline or equivalent work experience

Minimum Experience

  • 4+ years of experience using Salesforce.com including working knowledge, concepts, practices and procedures

  • 4-5 years hands on experiences with using Microsoft Word, Excel, PowerPoint and Acrobat.

  • project management experience

  • Supporting at least +/- 200 users

  • Experience working within a Matrixed organization and eliciting and documenting business requirements/workflows

  • Working directly with Sales Executives and Sales Managers

  • Creating reports & dashboards in SFDC

  • Delivering training to staff at all levels and implementing change management

  • Strong analytical skills, written and verbal communication

  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

  • Agile/Scrum methodologies

Preferred Experience

  • 4+ years of experience as a Salesforce Administration and/or Certified Salesforce Consulant

  • JDE/E1 experience including writing SQL

  • Tableau desktop report building and publishing experience

  • Worked in the legal industry

  • Performing large scale implementations

  • Familiarity with Microsoft Access, Sales Optimizer, Qvidian, CPQ and Eloqua software

  • Basic familiarity with Visual Force, Apex, HTML and XML coding

  • Working with GRC and Business Unit CRM teams, developing/maintaining custom objects, workflows, validation rules and notifications

  • Working with GRC and Business Unit CRM teams, developing and maintaining platform governance standards and procedures with a particular focus on data hygiene

Other Knowledge, Skills, Abilities or Certifications

Minimum: SFDC Certified Administrator

Preferred: SFDC Certified Sales Cloud Administrator, SFDC Certified Consultant


Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.

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