Satya S Zikaria

Analytical and results-driven Salesforce Business Analyst with 10+ years of experience bridging business needs and technology solutions across SaaS CRM, marketing automation, and workflow platforms. Proven expertise in eliciting and documenting business requirements, designing functional solutions, and collaborating with cross-functional teams to optimize Salesforce CRM and Marketing Cloud implementations. Strong hands-on knowledge of Marketing Cloud capabilities including Email Studio, Journey Builder, Automation Studio, and Interaction Studio — enabling personalized, data-driven customer engagement at scale.

Skilled in conducting stakeholder workshops, process mapping, user story authoring, and acceptance criteria definition. Solid background in data governance, GDPR/CAN-SPAM compliance, campaign analytics, and Agile/Scrum delivery.

Certified Scrum

Master with a track record of translating complex business needs into scalable, impactful Salesforce solutions.

Salesforce Business Analyst / CRM & Marketing Automation Specialist - Mirabel Technologies India Pvt. Ltd. - Hyderabad, India

(2015-10)

• Partnered with business stakeholders to gather, analyze, and document functional and non-functional requirements for Salesforce CRM and Marketing Cloud platform enhancements, ensuring full alignment with business objectives.
• Conducted stakeholder workshops, process mapping sessions, and requirement elicitation meetings — translating complex business needs into clear use cases, user stories, and acceptance criteria across CRM and email marketing domains.
• Leveraged Salesforce Marketing Cloud capabilities — Email Studio, Journey Builder, Automation Studio, and Interaction Studio — to design and deliver personalized, automated campaigns for lead nurturing, customer retention, and engagement.
• Designed end-to-end customer journey workflows and multi-touch nurture programs, improving lead conversion rates and driving measurable improvements in campaign engagement metrics.
• Collaborated with cross-functional teams (Product, Engineering, DevOps, Marketing) to optimize Salesforce platform usage and drive continuous process improvements aligned to business KPIs.
• Ensured full compliance with GDPR, CAN-SPAM, and regional data protection regulations across all marketing campaigns and data management practices, reducing compliance risk significantly.
• Implemented and maintained data governance and data hygiene frameworks within Salesforce CRM, improving database accuracy, reducing duplicate records, and enhancing segmentation quality.
• Analyzed campaign performance data and produced KPI dashboards covering open rates, click-through rates, conversion rates, and marketing attribution — enabling data-driven decision making.
• Authored 50+ Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and process flow documentation — reducing ambiguity in delivery and cutting rework cycles by 25%.
• Mentored and guided a team of 10+ engineers on Salesforce platform best practices, data governance, and Agile delivery — fostering a high-performance, ownership-driven culture.

Process Developer / Business Analyst - Genpact India Pvt. Ltd.

(2011-07 - 2015-10)

• Gathered and documented business requirements from stakeholders, translating operational needs into actionable insights and process improvements — reducing reporting turnaround time by 30%.
• Built and maintained KPI dashboards tracking Revenue, Conversion Rate, Agent Productivity, and SLA Adherence — improving reporting efficiency by 25%.
• Conducted data analysis using SQL and Excel to identify operational trends and forecast variances, improving forecast accuracy by 18%.
• Delivered executive-level reports and ad hoc analyses, closing process gaps and reducing reporting errors by 15%.
• Optimized team productivity KPIs through data-driven recommendations, driving a 20% improvement in operational efficiency.

MBA - Marketing & IT - BRMIMIT, BPUT University (2008) Bhubaneswar

Bachelor of Science - Mathematics & Physics - Berhampur University (2005) Odisha