crm data StewardZendesk

Job Description
Job Description
As a CRM Data Steward in the Global GTM Operations team, you will be ensuring data quality & standards in our Salesforce.com CRM instance. You care about data accuracy, recency and completeness in the Customer domain (Accounts, Contacts, Opportunities etc), as well as engage in various data improvement initiatives in the Salesforce.com CRM space. You will also be the Data SME for key areas of SFDC including Accounts, Contacts, Leads, Opportunities etc.
Does that sound like you
What you get to do everyday:
Troubleshoot and provide timely resolution for escalations / issues raised by the Field around CRM Data Quality issues. Provide leadership reporting & metrics for data quality related tickets and fix root cause for recurring issues
Drive and maintain consistent customer data standards for core CRM datasets like Accounts (Company), Contacts, Opportunities, etc.
Apply third-party reference data (trusted sources) like D&B, ZoomInfo, Clearbit etc., to sustain high levels of data quality and completeness
Closely partner with Regional Operations and GTM teams across multiple timezones to define data needs & quality requirements that align with regional stakeholders
Follow a holistic approach (people, process, technology, data) to ensure clean and trusted data is consumed from various source systems on an ongoing basis
Support Customer Data Domain Owner with defining and documenting data quality processes, rules, and metrics in Zendesk Data Catalog (Business Glossary, Data Dictionary) as part of daily operations and procedures
Build trusted relationships with business leaders and regional partners, and communicate the prioritized data quality roadmap, business outcomes expected, success criteria & overall progress on a regular basis
Facilitate trade-off discussions between various team members (e.g. Regional GTM Ops, Finance, Security, Privacy, Data Governance, & IT), while maintaining north-star alignment on what's best for Zendesk and our customers
Develop, direct and implement operational excellence / process improvement initiatives (e.g., dispute to resolution) to drive effective execution across business operations initiatives
Define & develop a CRM Data Quality dashboard in partnership with IT, with success metrics & KPIs to measure effectiveness of data quality activities
What you bring to the role:
BS/BA degree required, preferably in Data Analytics, Data Sciences, Business or Tech.
1+ years expertise in SQL queries, data analysis, creating formulas, pivots & other data processing using Excel, Google Sheets etc
Provenknowledge or experience working with Salesforce.com CRM & associated data tools (Dataloader, Demandtools, Openprise etc.)
Highly skilled as a data steward, in an organization with multi-functional CRM data governance, management, and data quality operations (including Privacy, Opt-out, Do-not-contact checks)
Experience needed in an operational support function for GTM / Sales teams
Good understanding of customer data tools and data enrichment solutions (incl.company firmographics, data standardization, regional data nuances etc.)
Knowledge of Sales funnel and operations best practices (like account creation & assignment, territory assignment, sales planning, opportunity management, lead routing etc.), and how changes to data impact processes and GTM teams
Creative strategic problem solver and experienced in building executive relationships
Strong and effective communication, presentation and facilitation skills
Build and improve capabilities of the team through quality and continuous improvement efforts
Hybrid work:
Being digital first doesn't mean we're digital only. In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
This role must attend our Manila office on a weekly basis few days a week. The specific in-office schedule is to be determined by the hiring manager.
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