About this role

Requisition Summary

The CX Salesforce Lead Analyst is a senior-level subject matter expert responsible for designing, configuring, testing, and delivering advanced Salesforce solutions for high-impact business requirements across PACCAR Parts' Customer Experience (CX) organization. In addition to hands-on platform delivery, the role serves as a designated workflow coordinator, owning the Salesforce delivery pipeline and cross-functional coordination across Renton and India teams.

This role is the primary coordination point for pipeline ownership, delivery sequencing, cross-location handoffs, and release readiness, ensuring work moves from intake to production with quality and consistency at every stage. The role also contributes to platform roadmap execution, enhancement governance, release management, and AI capability development across a geographically distributed team.

Beyond delivery, this role contributes to building the institutional knowledge and succession depth required to sustain continuity and support the function's continued growth.

Job Functions / Responsibilities

- Own the Salesforce delivery pipeline, ensuring enhancement requests are triaged, prioritized, and sequenced into a coherent delivery structure.

- Serve as the designated coordination point across Renton and India, managing cross-location handoffs, pipeline visibility, and delivery sequencing.

- Own release coordination across all active workstreams, ensuring contributor readiness and surfacing delivery risks within the team.

- Provide operational continuity during peak periods and planned absences, holding delivery coordination across all Salesforce workstreams.

- Own and maintain platform configuration standards, technical documentation, and governance frameworks, ensuring consistency across all development and delivery activity.

- Design, configure, test, and deliver advanced declarative and programmatic Salesforce solutions (flows, automations, custom objects, Lightning pages, Agentforce) for high-impact business requirements.

- Lead end-to-end planning, delivery, and governance of Salesforce projects including scope, timelines, risk management, and stakeholder communications.

- Apply advanced Salesforce analytics capabilities (Reports and Dashboards, Einstein Analytics/CRMA) to deliver actionable insights and support data-driven decision making.

- Analyze existing business processes, identify improvement opportunities, and deliver sophisticated Salesforce-based solutions to resolve complex CX challenges, applying expert knowledge of user-centered design principles to drive system adoption and performance.

- Lead business process reviews, facilitate workshops, and collaborate with cross-functional teams to define future-state solutions, drive consensus, and deliver comprehensive documentation in alignment with governance and change management standards.

- Mentor and provide expert guidance to team members on Salesforce best practices, process optimization, and declarative/programmatic development.

Skills/Competencies

- Expert-level knowledge of Salesforce declarative and programmatic development, business analysis, and process improvement.

- Advanced proficiency with Salesforce Apex, Visualforce, SOQL, SOSL, Process Builder, Flows, and Einstein automation.

- Proficiency in Salesforce integrations (REST/SOAP APIs, middleware), AppExchange solutions, managed packages, and data logger/error handling.

- Advanced proficiency with Salesforce Data Loader or other data import/export tools.

- Advanced proficiency with Salesforce analytics tools (Salesforce Reports and Dashboards, Einstein Analytics/CRMA).

- Demonstrated leadership in facilitating workshops, driving stakeholder consensus, and delivering complex solutions.

- Strong customer service orientation, communication, and problem-solving skills.

- Excellent oral and written communication skills, with experience working across all levels of an organization.

- Ability to manage multiple projects in a fast-paced, cross-functional environment.

- High attention to detail and a commitment to quality and governance standards.

- Proactive, self-directed, and highly collaborative approach.

Qualifications

- Bachelor’s degree in Business or related field required.

- Minimum 3 years of experience in PACCAR or equivalent industry as an application administrator.

- Salesforce Certified Advanced Administrator required.

- Salesforce Certified Agentforce Specialist required.

- Proven experience delivering complex Salesforce solutions and process improvements.

- Demonstrated ability to work effectively with cross-functional teams and stakeholders.

Preferred Qualifications

- Advanced degree (e.g., MBA/MS).

- Project Management experience and/or certification (e.g., PMP).

- Experience with advanced Salesforce features, automation frameworks, and UX design.

Additional Job Board Information

Benefits
As a U.S. PACCAR employee, you have a full range of benefit options including:

- 401k with up to a 5% company match

- Fully funded pension plan that provides monthly benefits after retirement

- Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time

- Tuition reimbursement for continued education

- Medical, dental, and vision plans for you and your family

- Flexible spending accounts (FSA) and health savings account (HSA)

- Paid short-and long-term disability programs

- Life and accidental death and dismemberment insurance

- EAP services including wellness plans, estate planning, financial counseling and more

- This position is eligible for a holiday gift

Salary Range:

At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors including your education, training, or experience. The salary range for this position is $90,400 - $128,040 annually. Additionally, this role is eligible for the full range of benefit options listed above.

Additional Information:

- PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

- PACCAR Parts is an E-Verify Employer

- PACCAR has success with diverse teams of employees working together to achieve excellent results. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions and increases employee engagement.

Division Information

PACCAR Parts is the global provider of aftermarket parts and services to support Kenworth, Peterbilt, DAF and TRP dealers around the world. This includes 21 distribution centers globally that support 2,300 dealerships and over 1,000,000 customers. Aftermarket support includes world class eCommerce and Marketing Technology that generates and supports industry leading sales in conjunction with our outstanding supply chain that delivers record levels of inventory availability for our dealerships and customers.