Customer Experience Systems Senior Associate

Accountabilities:

• • Analyze CRM data to identify trends, insights, opportunities, and potential issues that can inform business and operational decisions.
  • Manage and optimize business requirements and processes for CRM workflows, with a particular focus on Salesforce Service Cloud.
  • Maintain and prioritize the backlog of Salesforce Service Cloud enhancements designed to improve agent productivity and overall system efficiency.
  • Collaborate with customer experience teams and other stakeholders to coordinate, evaluate, and validate proposed tooling and workflow improvements.
  • Guide data migration and system integration activities to maintain seamless, accurate, and reliable workflows across platforms.
  • Define and implement maintenance procedures that promote consistency, efficiency, and sound CRM database design.
  • Develop information and data protocols that strengthen security, support system upgrades, and promote reliable CRM operations.
  • Monitor CRM data quality and develop recurring reports and dashboards that provide stakeholders with actionable visibility into system performance and data health.
  • Track business value, operational impact, and risk associated with CRM initiatives to support informed prioritization and investment decisions.
  • Translate technical and operational requirements into scalable solutions that improve customer and internal user experiences.
  • Partner across teams to ensure system changes are aligned with broader business objectives and customer experience priorities.

  Requirements:

  • Master’s degree in Data Science, Information Systems, or a related discipline, or a foreign equivalent.
  • At least 2 years of experience in the position offered or a related role.
  • At least 2 years of hands-on experience working with Salesforce Service Cloud, HubSpot, or another CRM platform.
  • At least 2 years of experience developing and implementing process optimization approaches for CRM workflows.
  • At least 2 years of experience monitoring, analyzing, and managing CRM data quality.
  • At least 2 years of experience coordinating tooling improvements across multiple teams or stakeholder groups.
  • At least 2 years of experience designing CRM-related reports and dashboards.
  • Strong analytical and problem-solving skills, with the ability to translate data into meaningful operational insights.
  • Strong understanding of CRM workflows, system requirements, data management, and process improvement.
  • Ability to collaborate effectively with technical and non-technical stakeholders and communicate complex requirements clearly.
  • Strong organizational skills and the ability to manage competing priorities, system backlogs, and cross-functional initiatives.
  • A customer-focused mindset with an interest in creating efficient, accessible, and scalable experiences for internal teams and the customers they support.

  Benefits:

  • Remote work within the United States, supported by a flexible approach to where employees do their best work.
  • Competitive, location-based compensation, with base salary ranges of:
    • $132,000–$147,000 for CA, NY, CT, and NJ.
    • $127,000–$141,000 for WA.
    • $122,000–$135,000 for OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, and HI.
    • $110,000–$122,000 for all other U.S. states.
    • New-hire equity grant eligibility and potential annual equity refresh grants.
    • Comprehensive benefits designed to support employee well-being and long-term success.
    • Flexible working arrangements that support productivity while encouraging connection and community.
    • Opportunity to work alongside customer experience, technology, and analytics teams on systems that support a large-scale customer-facing operation.
    • A collaborative, service-oriented environment focused on empathy, customer satisfaction, operational excellence, and continuous improvement.