Business Analyst / Commercial Specialist (m/w/d)

Job Description

Do you want to work at the intersection of data, processes, and customer experience - helping shape how a global hydrogen company operates?

Are you passionate about turning data into insights and improving how teams work across functions?

Nel Hydrogen is looking for a Business Analyst / Commercial Specialist, with strong communications skills and a proactive attitude to join our team in Wallingford, CT. In this role, you will become a member of a team identifying, developing, and automating procedures across departments and teams, supporting best practices in sales forecasting, reporting, data maintenance and security, and communications. You will also play a key part in supporting customers - handling inquiries across email, phone, and CRM, and helping resolve issues related to orders, logistics, and commercial support.

If this resonates with you, this could be an exciting opportunity to apply your analytical and process-oriented expertise in a global company contributing directly to the green transition.

Your new role

The Business Analyst / Commercial Specialist will be a collaborative member of the Commercial Services Team and will engage in the team's range of data-intensive, interrelated functional activities core to Marketing, Sales, Production, Technical and Client Support success including data structure, hygiene, analytics, and reporting. In this newly created role, the Business Analyst / Commercial Specialist will learn key aspects of multiple roles and use that knowledge to establish and/or streamline policies and procedures, to maintain best practices, to spot and correct information gaps, and to surface and report trends.

Your responsibilities

The responsibilities of the Business Analyst / Commercial Specialist role include data analysis, reporting, market research, competitive analysis, planning, and sales and service process optimization. Ideal candidates will have Business Analysis experience, strong communication skills and, importantly, be inquisitive and possess the skill flexibility required to be effective in a dynamic and evolving environment.

In this role you will:

• Track and analyze key metrics related to and including prospect diagnostics, pipeline generation/outcomes, product interest factors, product quality metrics, and client support measurements
• Develop and manage Salesforce reports and dashboards ensuring that the various end users, Teams, and Leadership have access to the key data needed to succeed in their role
• Identify reporting needs and continuously improve or build new reporting tools
• Use CRM and ERP tools to determine a client's status, assess and respond to their expressed issues to earn their continuing satisfaction
• Manage electronic and manual records throughout the documented case support process, coordinating related actions across Engineering, Operations, Finance, and Manufacturing
• Discern when to escalate issues and/or to apply creative solutions to ensure timely resolutions
• Support the team's KPIs related to customer entitlement and response timing
• Use Salesforce to generate, track and report on client satisfaction surveys, assessing responses for areas of Commercial Support improvements and of issues trends
• Continuously improve, develop, and document business processes and best practices
• Own or collaborate on Director-assigned Department projects
• Support additional tasks and initiatives as needed by the team

What we are looking for

We are looking for a structured and curious Business Analyst / Commercial Specialist who thrives in a dynamic environment and enjoys working across teams.

You bring with you:

• An associate degree or equivalent
• Minimum 2 years of experience in a Business Analyst or similar role
• Minimum of 3 years of Salesforce, multi-cloud experience, either as an Admin or power user
• Clouds including Marketing, Sales, CPQ (or Revenue), Service, Field Service, Experience, Analytics Studio
• Experience with an enterprise-wide ERP and CRM systems
• Strong analytical skills, with the ability to translate data into insights
• Excellent communication skills, both written and verbal
• A proactive and problem-solving mindset, with attention to detail
• Customer-focused approach with a drive to deliver high-quality service
• Knowledge of mechanical and electrical systems is a plus

Experience from capital equipment or technical service environments, along with knowledge of mechanical or electrical systems, is considered an advantage.

The above statements reflect the principal functions of the position and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

What we can offer

• An opportunity to work in a company in strong growth and a leading position in the market.
• A visible role with many exciting interfaces, internally and externally
• The opportunity to work in a global company that contributes to the green transition.
• A dynamic and highly professional working environment consisting of competent and committed colleagues.

Nel Hydrogen provides comprehensive health and insurance benefits for its employees as well as a short-term incentive program. The Company offers competitive paid vacation time, sick leave, and holidays.

The Company has a published Code of Conduct that all employees are expected to follow.

Visas

• Nel will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided.
• Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

We are an equal opportunity employer-M/F/Disabled/Veteran and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment is decided based on qualifications, merit, and business need. Applicants have rights under Federal Employment Laws: FederalEnglish.pdf)

Applications are reviewed on a rolling basis, so don't wait to apply! If you have any questions, feel free to reach out to us at [email protected].