Customer Excellence Systems Associate

Responsibilities:

· 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.
Experience & Requirements:

• 5+ years of relevant experience in Salesforce development and scripting, understanding Sprinklr & Salesforce integrations 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.