About this role
Responsibilities: · Administer, configure and develop customized Salesforce and Sprinklr solutions, scripts and configuration files · Gather business requirements and translate them into scalable CRM/CX solutions. · Manage CRM enhancements, automation, workflows, integrations and system testing. · Collaborate with Technology, Product, Data, Operations and vendors on CRM initiatives. · Identify opportunities to automate manual processes and improve customer journeys. · Support and continuously optimize self-service solutions to increase the self-service adoption and resolution rates. · Develop dashboards and reports to monitor Customer Excellence and operational performance. · Analyze customer and operational data to identify trends and improvement opportunities. · Contribute to wider Customer Excellence projects and continuous improvement initiatives. · Manage priorities, timelines and delivery of CRM projects · Manage CRM user access throughout the employee lifecycle, including onboarding, role/profile assignment, access requirements, changes and offboarding. Experience & Requirements: • 5+ years of relevant experience in Salesforce development and scripting, understanding Sprinklr & Salesforce integrations points, tech stack with a technical background. • Excellent English language skills are required (verbal & written), Arabic is a plus. • Experience with A/B testing tools and techniques and Google Analytics. • Excellent MS Office skills (Excel, PPT, Word, Visio, etc.). • Experience in CRM automation like Salesforce, Sprinklr and API integration testing. • Strong analytical skills and Big-data intelligence to build a robust reporting system for big operations. • Excellent attention to detail with strong organizational skills. • Experience in Customer Support process optimization and working in accordance with the given performance metrics within the function.