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.