Remote job
Customer Experience Systems Senior Associate
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About this role
Role overview Analyze and develop the systems and workflows that keep customer relationship tools functional, accessible, and aligned with the needs of internal teams at a large consumer-facing company. The role combines CRM data analysis, process optimization, and cross-team coordination to continuously improve agent and system efficiency.
Responsibilities - Analyze CRM data to surface trends and insights that inform business decisions - Guide data migration and integration with adjacent systems to maintain seamless workflows - Manage business requirements and lead process optimization for CRM workflows - Define and implement maintenance procedures that ensure efficiency and consistency in database design - Develop information protocols to strengthen data security and support prompt system upgrades - Maintain the backlog for Salesforce Service Cloud changes tied to agent and system efficiency - Coordinate and validate proposed tooling improvements across customer experience teams - Track and analyze the business value and risk of CRM initiatives - Design and deliver regular reports and dashboards that monitor CRM data quality for stakeholders
Requirements - Master's degree in Data Science, Information Systems, or a related field (or foreign equivalent) - At least 2 years of experience working with Salesforce Service Cloud, HubSpot, or other CRM platforms - At least 2 years of experience developing process optimization methods for CRM workflows - At least 2 years of experience in CRM data quality monitoring, analysis, and management - At least 2 years of experience coordinating tooling improvements across multiple teams - At least 2 years of experience designing CRM-related reports and dashboards
Nice to have - Familiarity with integrating CRM platforms into broader customer experience and support ecosystems
Benefits and work setup - Remote role open to candidates anywhere in the continental United States; new-hire equity grant plus annual refresh grants; published base pay range of $124,000–$138,000 USD