The Solution CRM Specialist is part of the Juniper Experience & Operations (JXO) organization. We are dedicated to driving the evolution of digital transformation through innovative, technology-driven solutions for our support ecosystem. The ideal candidate for this position will exhibit both technical expertise and organizational capabilities to thrive in a dynamic environment.
This team aims to empower the organization with the tools and processes needed to create personalized, efficient, and scalable customer interactions. The work will help shift from a reactive to a proactive function, enhancing value at every customer touchpoint.
About Team: We play a crucial role in the JXO organization by integrating various technologies and developing solutions that are scalable, efficient, and innovative. These solutions are designed to meet the business needs of the organization while focusing on agility and efficiency. The goal is to automate processes, increase self-service options, and deflect cases to enhance the customer experience. If you are creative and have a passion for innovation and transformation, this job is the one for you.
Core Responsibilities
Solution Design: Design solutions that leverage cutting-edge technologies like AI, machine learning, automation, and data analytics to optimize customer interactions and streamline workflows.
Requirements Analysis and Strategic Planning: Collaborate with business stakeholders to understand current support challenges, identify transformation needs, and design solutions that align with broader business objectives.
Comprehensive Documentation: Author/co-author business requirement documents, user stories, design documents, functional specifications, and test plans. Ensure that documentation is clear, accessible, and up to date to support seamless implementation, ongoing maintenance, and user adoption.
Technical Implementation: Partner with IT, PMO and business owner teams to ensure that the solutions are seamlessly integrated into the existing digital infrastructure and are scalable to meet future demands.
Data-Driven Insights: Utilize advanced analytics to gather insights on customer behavior, engagement trends, and operational performance, guiding data-backed decision-making.
User Training and Support: Create training programs and documentation to ensure that end-users can leverage the new CRM tools effectively, boosting adoption and proficiency across the organization.
Continuous Improvement and Innovation: Regularly assess the CRM and support tool landscape for emerging technologies and trends, adapting the strategy to stay at the forefront of digital transformation.
Qualifications
B.S. in computer science, engineering, cloud technology, or equivalent. Equivalent work experience will be considered.
In-depth knowledge of CRM systems, digital transformation principles, and emerging CRM technologies.
Strong analytical and strategic thinking to translate business requirements into actionable solutions.
Excellent project management skills, with the ability to manage cross-functional collaboration.
Technical expertise in CRM platforms (eg, Salesforce, HubSpot, Zendesk, etc.) and familiarity with integration tools and APIs.
Salesforce certification preferred.
Experience with common software development methodologies such as Agile, Waterfall, etc
Able to think creatively and work aggressively outside the usual constraints.
