Note: The job is a remote job and is open to candidates in USA. CITI Program is a global online education provider focused on research, ethics, compliance, and safety training. The CRM Systems Analyst will manage and optimize the Salesforce ecosystem and related platforms, oversee integrations, develop analytics and reports, improve business processes, and provide user training and technical support.
Responsibilities
- Configure and maintain Salesforce Service Cloud, Sales Cloud, and Experience Cloud to meet evolving business needs
- Utilize Agentforce AI to develop predictive insights and automate processes
- Ensure data quality, deduplication, and alignment with organizational standards
- Oversee integrations between Salesforce and third-party platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, and NetSuite
- Collaborate with IT and vendors to enhance our custom LMS with CRM integrations
- Create and maintain dashboards and reports to provide actionable insights to stakeholders
- Analyze customer interaction data to identify trends and recommend strategies for improvement
- Partner with cross-functional teams to identify and implement process improvements
- Elicit stakeholder needs and translate them into clear CRM/system requirements
- Document workflows, system configurations, and processes for knowledge sharing and training
- Provide training and support to end-users to maximize adoption and effective use of CRM tools
- Troubleshoot and resolve technical issues promptly
Skills
- Bachelor's degree in Business, Information Technology, or related field (or equivalent experience)
- 3+ years of experience working with Salesforce (Service Cloud, Sales Cloud, and Experience Cloud)
- Experience supporting marketing and sales processes, including product catalog management, pricing, and order workflows
- Experience with Apex, Visualforce, and Lightning Components
- Experience with Data Management; eliminating data silos to improve operational efficiency and accuracy
- Proficiency in creating reports and dashboards within Salesforce and other tools
- Solid understanding of CRM best practices and customer lifecycle management
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Knowledge of API integrations and middleware tools (e.g., Zapier, Jitterbit, MuleSoft, Celigo)
- Basic understanding of SQL and data visualization tools
- The office location is in Plantation, Fl. Telecommuting up to 100% but occasional travel to the office may still be required
- Occasional travel to the Plantation office may be required, even for 100% telecommuting employees. Occasional travel may also be needed for industry conferences and/or training
- Must be able to remain in a stationary position 50% of the time. Occasionally moves computer equipment weighing less than 10 pounds. The position requires the individual to see, talk, hear and be mobile. The employee is frequently required to use hands, fingers, and reach with hands and arms
- Experience with Agentforce for Service, Data Cloud, Campaign Monitor, and Nice InContact or similar CCaaS is highly desirable
- Familiarity with NetSuite and LMS systems integration is a strong plus
- Salesforce certifications (e.g., Salesforce Administrator, Business Analyst, Advanced Administrator, or Sales/Service Cloud Consultant)
Benefits
- Flexible schedule
- Medical, dental, and vision insurance
- Retirement benefits
- Group life Insurance
- Voluntary supplemental insurance
- Generous paid time off
- Telecommuting up to 100%
Company Overview