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Senior Business Performance Analyst



Ottawa, ON, Canada
Posted on Saturday, July 6, 2024


About us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Our mission is to help our customers around the world deliver better AI-enabled research. We do it through DistillerSR, our namesake evidence management platform. It’s why we’re in business. It’s where every DistillerSR employee can play a critical role in changing the way our customers conduct research, where they are always leading, innovating and trusted. If you are a passionate and collaborative professional invested in doing purposeful work - welcome to DistillerSR.

The Role:

Reporting directly to the Senior Director, Evidence Management Practice, the incumbent will play a lead role in maximizing the value of the CRM platform (Salesforce), Tableau, and associated data across diverse business units. They will manage the CRM and BI platforms and will be accountable for the accuracy, integrity, and security of our internal data, as well as optimizing related processes and workflows.

The incumbent will analyze sales and business performance data and deliver key insights to leadership. Acting as a liaison between business and technology, this role will be responsible for all aspects of the CRM’s use and evolution, from establishing, understanding, and prioritizing end-user requirements (both functional, and reporting), to hands-on feature development, configuration, and system administration.

The incumbent will coordinate testing of system changes, guiding the testing or conducting it personally as appropriate. They will also engage in reports definition, development, and testing in both the CRM and in Tableau (or other BI platform, as applicable), as appropriate for the content and audience. This role will also include occasional customer-facing engagement to establish requirements and approaches for stronger integrations between DSR and client systems.

The ideal candidate is collaborative and creative, with exceptional communications skills. They will be an analytical problem solver and highly attentive to detail, able to analyze complex data sets and identify patterns, trends, and discrepancies. They will have demonstrated success in the technical implementation or administration of an enterprise Salesforce instance. In addition, they will have a demonstrated ability to discover, refine, and document business requirements that drive ongoing CRM evolution and configuration. They will also have demonstrated experience in solution testing and deployment.

Duties and Responsibilities:

  • Requirements Management
    • Collaborate with cross-functional teams, including Finance, Sales, Marketing, and IT, to gather requirements, define data integration workflows, and implement solutions to meet business needs.
    • Manage multiple stakeholder requirements as one or more structured backlog(s)
    • Advocate for, and provide coaching in, best practices for Salesforce configuration and automation to streamline internal processes
    • Recommend new configurations or other improvements to maximize the CRM platform’s return on investment
  • Data Aggregation, Quality, and Reporting
    • Connecting data from multiple systems through API integrations to support internal harmonization of Sales, Finance, Ops and Marketing core systems
    • Develop and maintain data governance policies and procedures to ensure the quality, consistency, and security of data within Salesforce and Tableau.
    • Establish best-practice data hygiene with internal user groups and monitor CRM data quality via regular audits to identify and resolve issues such as duplicate records, incomplete data, and data discrepancies.
    • Achieve and maintain expert understanding of Sales, Marketing, and Finance reporting processes and outputs to drive source data integrity and consistency in reports
    • Work with the lead administrators of other key systems (e.g. Maxio, Pendo, ChurnZero) to ensure data consistency and enable a streamlined workflow
    • Build reports and dashboards in Salesforce and Tableau to provide management with key business insights in support of accurate forecasting, informed decision-making, and ultimately better service to our customers. This encompasses requirements discovery and data sourcing, as well as reports development, testing, and modification.
    • Proactively identify and pursue opportunities to introduce automation and reduce manual reporting
    • Engage with customers, in support of stronger integrations between their systems and DistillerSR, including exploring goals/requirements with customers and writing API scripts.
  • System Administration
    • Serve as the system administrator for Salesforce and Tableau, responsible for configuration, customization, and maintenance of the platforms to meet evolving needs
      • Developing and testing new CRM features or configurations
      • Creating and adapting workflows
      • Engaging with vendor support
      • Implementing and managing data integration processes between Salesforce, Tableau and other systems as required
      • Staying informed about industry best practices, new features, and updates related to Salesforce, and making recommendations for process improvements and system enhancements.
    • Day to day administration, troubleshooting and maintenance for the CRM
    • Training new and existing users on best practice use of the CRM
    • Maintaining CRM system security
    • Supporting DistillerSR’s customer engagements with recommendations on best practice for data aggregation and source integrations.

Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable consultations with personnel will be made, if possible, under business conditions.

Key Contacts

  • Reports to Senior Director, Evidence Management Practice, working closely with the EVP Sales, CFO and members of the Sales and Finance teams
  • Cross functional collaboration with Marketing and Customer Success
  • Liaises regularly with the organization’s Executive Team to continuously evolve and improve data convergence and Board level reporting
  • Regular interaction with all departments and groups within DistillerSR.
  • External facing - working with customers to create stronger integrations between DistillerSR and customer tools/systems

Required Skills & Qualifications

  • Bachelor’s degree or equivalent
  • Minimum 5 years of experience in data integration and reports development, preferably with experience in Tableau administration.
  • Minimum 3 years of experience as a system administrator, preferably with experience in Salesforce administration.
  • Track record in leveraging reporting and data, including experience integrating into BI / data visualization platforms (e.g. Tableau, Qlik, Amazon QuickSight, Power BI, etc.), and generating user-ready reports and dashboards.
  • Technically skilled, including demonstrated capability in working with diverse tools and software. Highly proficient with spreadsheet software (e.g. MS Excel or Google Sheets) and conducting data analysis to solve problems
  • Excellent interpersonal and verbal/written communication skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.
  • Positive and self-motivated with a high drive to deliver and contribute in a fast and dynamic environment

Preferred Experience & Skills

  • Ability to develop scripts for API interactions
  • Salesforce certifications or demonstrated proficiency in Salesforce administration, including configuration, customization, and data management
  • Experience developing detailed business and functional requirements
  • Strong presentation skills
  • Experience in Agile project delivery as a developer or Product Owner

Job Demands

  • Ability to manage competing cross-functional demands and communication
  • Ability to multi-task and perform duties under minimal supervision while exercising discretion and independent judgment in a fast-paced environment
  • Collaborate with internal stakeholders to understand reporting requirements and to design or evolve information requirements
  • Professional demeanor, client-centric self-starter and team player
  • Ability to partner with colleagues, managers, and cross functional groups
  • Excellent interpersonal, verbal and written skills
  • Excellent analytical, technical and problem-solving skills.