Customer Excellence Systems Associate

Role description: The Customer Excellence Systems Associate will own the day-to-day management on the Customer Excellence duties, enhancement and optimization of Salesforce and Sprinklr, and in ensuring to effectively support Customer Excellence needs and business objectives. The role will also contribute to broader Customer Excellence initiatives, driving automation, process improvements, customer journey enhancements and operational efficiency. 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. Show more Show less