CRM Operations Analyst at 2U

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 Systems and Tech 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:

• Minimum 3 years of experience in internet, technology, retail or online education.

• BA/BS in Business, Operations, Computer Science or equivalent.

• Strong analytical skills, excellent attention to detail and good business judgement.

• Strong oral and written English language communication skills.

• 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:

• 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.

• Attention to Detail.

• This person should be an analytically driven team player, with excellent attention to detail and a keen business sense who wants to explore customer experience improvement opportunities on behalf of the Student Engagement division.