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  • Posted: Jun 7, 2021
    Deadline: Not specified
  • Eliminating the back row in higher education is not just a metaphorits our mission. For more than a decade, 2U, Inc., a global leader in education technology, has been a trusted partner and brand steward of great universities. We build, deliver, and support more than 250 digital and in-person educational offerings, including graduate degrees, professional...
    Read more about this company


    CRM Operations Analyst

    What We’re Looking For:

    • The CRM Operations Analyst is responsible for the workflows of the customer facing teams with the primary goal of delighting our customers throughout their purchasing and post-purchase journey. 
    • This role involves optimising and troubleshooting the technologies that are involved in responding to customer requests and ensuring that the teams who answer customers are working as efficiently as possible by identifying and implementing automation opportunities. These technologies include CRM, Contact Centre, Live Chat, Call Scheduling, the Online Learning Campus and any new tools that are added to our suite of customer communication channels. 
    • The CRM Operations Analyst will need to establish and maintain strong relationships with stakeholders across multiple departments, as well as external vendors in order to be successful in the role. They will work closely with the customer facing advisors and leadership to better understand where processes are causing poor customer experiences or inefficiencies. They will also work closely with the technology teams to brief in, prioritise and test requirements that require development. 
    • A smaller component of this role includes selecting and onboarding new technology vendors from time to time when the business decides to implement new customer communication channels based on market research.

    Responsibilities Include, But Are Not Limited To:

    • Accountable for improving all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication. This includes briefing in clear technical requirements to the Customer Operations team in S&T and testing of the solution.
    • Ongoing maintenance and management of Salesforce (CRM) and integrated tools, which include our Live Chat tool, Scheduling Tool and Contact Centre / telephony system. This involves keeping the documented related policies and operational procedures for each communication channel up to date, as well as being responsible for updates to settings and resolution of maintenance issues that arise.
    • Manage SLA variance and standard deviation thresholds for customer requests on the associated communication channels and work in collaboration with the student engagement leadership to maintain these. This includes monitoring the most extreme exceptions such as lead loss and performing root cause analysis on these items. It also includes weekly monitoring of customer communication SLAs such as the answer rate for inbound calls, our honour rate for customers who request a call.
    • Responsible for leading the identification, selection, implementation and expansion of enterprise customer engagement technologies that integrate with the CRM to help deliver high quality customer service and grow revenue through increased sales and repeat sales.

    Things That Should Be In Your Background:

    • BA/BS in Business, Operations, Computer Science or equivalent
    • Experience working with CRMs (Salesforce advantageous)
    • Proven ability to work in a fast-paced environment and dealing with ambiguity

    Other Attributes That Will Help You In This Role:

    • Strong analytical skills, excellent attention to detail and good business judgement
    • Strong oral and written English language communication skills
    • Good problem solving skills
    • Analytical, strategic and logical thinker
    • Time management, discipline, accountability, self-motivation and eagerness to learn
    • Ability to communicate technical concepts to non-technical audience
    • Ability to understand business requirements and translate to technical solutions
    • Ability to work well under pressure
    • Ability to collaborate effectively and work as part of a team as well as on your own

    About 2U Inc. (NASDAQ: TWOU)

    • 2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners. 

    Method of Application

    Interested and qualified? Go to 2U on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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