Crm Systems Analyst

We are seeking a dynamic and detail-oriented CRM Systems Analyst to manage and optimize our Salesforce ecosystem and related platforms. The ideal candidate will be responsible for leveraging Salesforce Service Cloud, Sales Cloud, Experience Cloud, Agentforce AI, and integrations with platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, Celigo, NetSuite, and the CITI Program LMS. This role will report to the Assistant Director of CRM Systems, and will play a pivotal part in driving efficiency, improving customer experience, and aligning technology with business goals., * Salesforce Administration & Optimization

• 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.
• Platform Integration & Management
• 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.
• Analytics & Reporting
• Create and maintain dashboards and reports to provide actionable insights to stakeholders.
• Analyze customer interaction data to identify trends and recommend strategies for improvement.
• Process 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.
• Training & Support
• Provide training and support to end-users to maximize adoption and effective use of CRM tools.
• Troubleshoot and resolve technical issues promptly.

• 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 with Agentforce for Service, Data Cloud, Campaign Monitor, and Nice InContact or similar CCaaS is highly desirable.
• 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.

Qualifications:

• Familiarity with NetSuite and LMS systems integration is a strong plus.
• 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.
• Salesforce certifications (e.g., Salesforce Administrator, Business Analyst, Advanced Administrator, or Sales/Service Cloud Consultant).
• 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.

Physical Demands and Environment:

Must be able to remain in a stationary position 50% of the time. Occasionally moves computer equipment weighing less than 10 pounds. Standard, quiet office environment. 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.

Travel:

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.

Salary/Exempt Status/Hours:

$75,000 - $85,000/Exempt

Wage is based upon an 8-hour workday, for a total of 40 hours/week, * Flexible schedule

• Medical, dental, and vision insurance
• Retirement benefits
• Group life Insurance
• Voluntary supplemental insurance
• Generous paid time off

CITI Program was established in 2000 and is a leading global online education provider. Its web-based training materials serve millions of learners and thousands of subscribing institutions. CITI Program is dedicated to serving the training needs of colleges and universities, healthcare institutions, technology and research organizations, and governmental agencies, as they foster integrity and professional advancement of their learners.

CITI Program is the preeminent leader in online research, ethics, compliance, and safety training. It has trained researchers globally for over 20 years at thousands of academic, research, and healthcare organizations. CITI Program is a dynamic and collegial working environment with opportunities to bring forth new educational materials that support learners and institutions in the U.S. and around the world.

CITI Program joined the Biomedical Research Alliance of New York (BRANY) in 2016. BRANY was founded in 1998 and is jointly owned by four leading academic medical centers - NYU School of Medicine, Montefiore Medical Center, Icahn School of Medicine, and Northwell Health. BRANY is also a premier resource for research support services for hospitals, academic medical centers, and investigators, among its other ventures.