Customer Excellence System Associate

Your tasks

• Administer, configure and develop customized Salesforce and Sprinklr solutions, scripts and configuration files • Gather business requirements and translate them into scalable CRM/CX solutions • Manage CRM enhancements, automation, workflows, integrations and system testing • Collaborate with Technology, Product, Data, Operations and vendors on CRM initiatives • Identify opportunities to automate manual processes and improve customer journeys • Support and continuously optimize self-service solutions to increase the self-service adoption and resolution rates • Develop dashboards and reports to monitor Customer Excellence and operational performance • Analyze customer and operational data to identify trends and improvement opportunities • Contribute to wider Customer Excellence projects and continuous improvement initiatives • Manage priorities, timelines and delivery of CRM projects • Manage CRM user access throughout the employee lifecycle, including onboarding, role/profile assignment, access requirements, changes and offboarding

Requirements

• 5+ years of relevant experience in Salesforce development and scripting, understanding Sprinklr & Salesforce integration points, tech stack with a technical background • Excellent English language skills are required (verbal & written), Arabic is a plus • Experience with A/B testing tools and techniques and Google Analytics • Excellent MS Office skills (Excel, PPT, Word, Visio, etc.) • Experience in CRM automation like Salesforce, Sprinklr and API integration testing • Strong analytical skills and big-data intelligence to build a robust reporting system for big operations • Excellent attention to detail with strong organizational skills • Experience in customer support process optimization and working in accordance with the given performance metrics within the function