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CRM Analyst
Ref No.: 18-12330
Location: Bedford, Massachusetts
The CRM Analyst will be responsible for creating ongoing performance reporting for the Customer Care organization and conduct analysis on trends and outliers to identify root cause performance drivers in order for the Customer Care Management Team to create plans to improve overall customer satisfaction and loyalty.

Responsibilities:
You will provide support and assist in administration duties for iRobot's customer support CRM system, Right Now software platform
Use built-in analytic tools or SQL search queries to produce and distribute reports.
Track and analyze trends in product problems. Report trends based on hardware, software, compatibility and other criteria to CRM manager.
Assist in developing new and efficient ways to service customers using the RightNow platform offerings via web, mobile, social, etc.
Execute system administration tasks to support user's domestic and global.
Provide support to management on user privacy preferences and handle customer issues regarding privacy. Assist management with system upgrades and improvement process.
Maintain database integrity and manage multiple data integration points
Understand trends, uncover root cause and meaning of the data.
Model and predict results and impact as a result of change in strategy or process.
Provides strategic and tactical support by analyzing and interpreting customer interaction data and call center KPI performance data to identify root cause, trends, and work as a member of the team in providing creative solutions to improve results and customer satisfaction
Analyze data using standard statistical methods, interpret the results, and deliver analysis in an effective manner.
Participate in ongoing decisions concerning data collections, study design, methodology, and data analysis.
Day to Day Administration of the iRobot Global Customer Care Knowledgebase
Support the current iRobot Global Customer Care Knowledge Management practices, design new knowledge distribution policies, and encourage the use of new practices.
Responsible for maintaining and expanding a database of pre-written content to improve customer and call center agent experience.

Qualifications:
CRM experience (preferably with RightNow), SQL language knowledge preferred. Also, PHP, HTML, JavaScript desired.
Excellent verbal and written communication & excellent presentation, organization and time management skills
2+ years' experience with technical Customer Care, Sales, or systems administration
B. A. preferred
Six Sigma/Lean experience desired
Experience in Business Administration related activities.
Proficiently have used: Word, Excel, PowerPoint, Visio, SharePoint, & MS Outlook