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CRM Analyst

3 months ago

Tucson, Arizona, United States Simpleview Full time

ABOUT SIMPLEVIEW:

Simpleview is a software development, data analytics, and digital marketing firm that supports destination marketing organizations to reach their tourism marketing goals with first-in-class digital products and services. We believe our customers -- towns, cities, states, and nations across the globe -- have a role to play in creating great experiences for visitors, for the people who call them home, and for businesses and workers who rely on travel to sustain their local economies.

We are looking to add to our professional, dedicated, and hard-working team an independent, talented, top-notch CRM Analyst with a great work ethic who thrives in organizations that constantly adapt and evolve. Preference will be given to applicants that meet requirements and are located in or around Tucson, AZ.

JOB SUMMARY:

The CRM Analyst manages a portfolio of client accounts under the direction of a Lead CRM Analyst. The CRM Analyst is responsible for special projects, ticket management, administrative tasks, and client and account management. The CRM Analyst is considered a subject matter expert for the product they support and may be called upon to conduct trainings, presentations, webinars, etc.

RESPONSIBILITIES:

  • Respond to client inquiries in a knowledgeable and timely manner.
  • Perform tasks to ensure user acceptance and data quality assurance of client projects.
  • Review and research client data and system usage.
  • Conduct and document client calls.
  • Communicate with internal departments to facilitate a smooth customer journey.
  • Manage assigned work requests in a timely manner to ensure SLAs are met.
  • Maintain a positive relationship with all Simpleview clients.
  • Conduct client product trainings.
  • Complete Simpleview's internal training programs within a designated time frame.
  • Educate client industry and product best practices.
  • Serves as the primary point of contact with the customer.
  • Maintain baseline knowledge of all Simpleview products and integrations.
  • Responsible for client retention and growth as needed.
  • Serves as a trusted advisor to customers, advising on best practices and building to meet customer business objectives and improve performance.
  • Document and report product issues and defects to the Product team.

REQUIREMENTS:

  • Solid attention to detail.
  • Excellent customer service skills.
  • Diligent work ethic in a fast-paced environment.
  • Effective written and verbal communication skills.
  • Must provide clear communication to Lead CRM Analyst.
  • Analytical and problem-solving skills are required for this position.
  • Occasional travel to Simpleview Headquarters and/or client locations may be required.
  • Solid presentation skills are preferred.

Qualifications:

  • Bachelor's degree preferred or equivalent experience.
  • Past experience with CRM systems or the tourism industry is preferred.
  • Experience with Microsoft Office Suite required (Excel, Outlook, and Word).
  • Bilingual preferred.
  • Minimum 2 years previous customer service experience preferred.

Performance Metrics:

  • Adherence to department timekeeping requirements.
  • Meet department SLAs.
  • Adherence to Simpleview's mission statement and core values.
  • Document client interactions.