Highmark Health Senior CRM Analyst-Healthcare in Pittsburgh, Pennsylvania



This job is responsible for a variety of facets of managing the customer Relationship Management (CRM) Tool and processes used by the Sales team. Ensures Sales Staff is set-up and trained in the use of the CRM tool, and drives usage and overall effectiveness of the tool. This job can expect to evolve over time as CRM technology advances. The incumbent reports to the leader of Sales Enablement.


  • Conduct Analyses to determine historical trends, glean forward-looking insights and provide recommendations to achieve sales goals.Identify opportunities for updates to the CRM tool, and work with the Senior Consultant for HMHS (IT), COE (Center of Excellence), and Salesforce community of practice to drive critical and complex changes to the tool.

  • Ensure Sales staff receive required onboarding and training on the CRM system as well as ongoing user support.Maintain up-to-date knowledge of modifications to the CRM tool and new capabilities in order to educate Sales teams and drive a more tailored effective experience with the CRM tool for Sales management.Maintain CRM tool training materials and conduct training sessions as needed on new capabilities or refreshers as needed.

  • Support strategic initiatives, small to large/complex projects and ad-hoc enhancements to improve the CRM tool and processes.Support various partners within the Organization(including UCCI (dental ins. provider), HMIG (HM Insurance Group), Senior Markets, Compensation, Advanced Analytics, Finance with relevant sales data and reports collected within the CRM tool.

  • Oversee the opportunity pipeline data for the commercial Sales team, working directly with senior management to improve and accelerate the sales process, drive best practices and increase user adoption.Collaborate with other Salesforce partners (marketing, product, underwriting, etc.) that support the sales processes within the CRM tool to share best practices.Develop reports and dashboards to support specified processes, goals and key business metrics.Research and stay up to speed on industry trends within the Salesforce/CRM tool space.

  • Other duties as assigned.



  • High School Diploma/GED


  • Bachelor's Degree in Business Administration/Management



  • 1 - 3 years of Reporting experience

  • 3 - 5 years of Communications experience

  • 5 - 7 years of experience working in the Health Care Industry

  • 5 - 7 years of Project Management experience

  • 1 - 3 years of experience in Training and Development

  • 3 - 5 years of Sales Support experience


  • Salesforce or CRM experience

  • 1 - 3 years of Account Support experience

  • 3 - 5 years of experience in Business Support Analysis

  • 3 - 5 years of experience in Information Systems


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled