CRM Applications Analyst

Date:  Sep 28, 2023

Milwaukee, WI, US, 53204-2941

Req ID:  27956
Onsite or Remote:  Hybrid Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

We have an exciting opportunity for a CRM Application Analyst to join our global IT team. This is a hybrid position working minimum of two days per week onsite in our headquarters in Milwaukee, WI. In this role you will perform business analysis tasks for the CRM program (over platform) across Global Mining Business Division. The program will put in place effective service and sales CRM functions to better serve our internal and external customers.

Key Job Responsibilities

  • Preform business discovery of new business units and/or subsidiaries and gather their business requirements for CRM implementation. Build Business reports and actionable dashboards for business stakeholders to drive for a better sales forecasting and a Customer Case Tracking/Resolution models. 
  • Develop CRM training material for special online training modules required by service and sales employees. This role will work with regional liaisons and business units advising on training module best practice and managing training materials and the Walk Me Training module content library.  Manage and perform follow up training/audits after the formal regional implementation has been initiated. Liaise with IT Help Desk in designing and extending the support for global CRM user base.  
  • Initiate the quality testing of the new functions, enhancements, configuration changes and releases should it be global or region specific for the CRM program for service and sales and provide adequate support thereof.  Ensure that adoption is monitored, and provide ideas on improving the system engagement and user adoption.  Stay up to date with the latest CRM product updates and releases and communicate changes to users.
  • Liaise with business stakeholders to transition sales processes from external systems to the CRM platform. Support the business with the transition of existing processes onto the global mining CRM platform with business requirements discovery and process design and analysis. Ensure that the CRM development team understands and builds to the business requirements for all development requirements. 
  • Manage the configuration and price book build for all Komatsu mining products and aftermarket parts. Identify and work with the relevant product stakeholders to identify the unique needs of each business segment and ensure that they are appropriately informed throughout the design, testing and implementation processes. Manage and prioritize all CPQ enhancement requests and oversee their development, ensuring that business requirements are met. 


  • BS in IT or a related field or equivalent work experience with CRM 
  • Salesforce certifications are strongly desired
  • 3+ years experience working with or other cloud-based CRM platforms (Microsoft Dynamic, Adobe Marketing Cloud, etc.) managing development projects
  • Project management, Requirements Definition, Quality and System Testing of web-based software preferred.  Applications to mining or heavy equipment a definite plus.
  • Experience designing and conducting technical training and writing technical training documents
  • Excellent organizational, presentation, and communication skills.
  • Willing to travel up to 20%.

Additional Information

Komatsu is an Equal Opportunity Workplace and an 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.