iRobot Corporation

  • CRM Analyst

    Job Locations US-MA-Bedford
    Category Marketing/Business Development
    Requisition ID
    4110
    Job Post Information* : Posted Date
    2 weeks ago(8/3/2018 10:44 AM)
  • Summary

    The CRM Analyst will be responsible for creating ongoing performance reporting for the Customer Care organization and conduct analysis on trends and outliers to identify root cause performance drivers in order for the Customer Care Management Team to create plans to improve overall customer satisfaction and loyalty. 

    Essential Functions/ Job Duties

    • You will provide support and assist in administration duties for iRobot’s customer support CRM system, Right Now software platform
    • Use built-in analytic tools or SQL search queries to produce and distribute reports.
    • Track and analyze trends in product problems. Report trends based on hardware, software, compatibility and other criteria to CRM manager.
    • Assist in developing new and efficient ways to service customers using the RightNow platform offerings via web, mobile, social, etc.
    • Execute system administration tasks to support user’s domestic and global.
    • Provide support to management on user privacy preferences and handle customer issues regarding privacy. Assist management with system upgrades and improvement process.
    • Maintain database integrity and manage multiple data integration points
    • Understand trends, uncover root cause and meaning of the data.
    • Model and predict results and impact as a result of change in strategy or process.
    • Provides strategic and tactical support by analyzing and interpreting customer interaction data and call center KPI performance data to identify root cause, trends, and work as a member of the team in providing creative solutions to improve results and customer satisfaction
    • Analyze data using standard statistical methods, interpret the results, and deliver analysis in an effective manner.
    • Participate in ongoing decisions concerning data collections, study design, methodology, and data analysis.
    • Day to Day Administration of the iRobot Global Customer Care Knowledgebase
    • Support the current iRobot Global Customer Care Knowledge Management practices, design new knowledge distribution policies, and encourage the use of new practices.
    • Responsible for maintaining and expanding a database of pre-written content to improve customer and call center agent experience.

    Qualifications

    • CRM experience (preferably with RightNow), SQL language knowledge preferred.  Also, PHP, HTML, JavaScript desired.
    • Excellent verbal and written communication & excellent presentation, organization and time management skills
    • 2+ years’ experience with technical Customer Care, Sales, or systems administration
    • B. A. preferred
    • Six Sigma/Lean experience desired
    • Bachelor’s degree in Business Administration, Statistics, Marketing, or any related field from an accredited institution.
    • Experience in Business Administration related activities.
    • Proficiently have used: Word, Excel, PowerPoint, Visio, SharePoint, & MS Outlook

    About Us

    We are the leading global consumer robot company, designing and building robots that empower people to do more, both inside and outside of the home. Founded by MIT roboticists who had the vision of making practical robots a reality. To date, we have sold over 20 million robots and globally employ more than 600 of the robot industry’s best and brightest. iRobot is committed to fostering invention, discovery and technological exploration in the pursuit of practical and valuable robot products for the home. iRobot stock trades on the NASDAQ stock market under the ticker symbol IRBT.

     

    iRobot is headquartered in Bedford, Massachusetts, accessible by our corporate shuttle directly from Alewife Station. We also have offices in California, Europe, Japan, China & Hong Kong. Imagine the future you could help us build as a fellow iRoboteer! Check out #LifeAtiRobot and follow us on Instagram: @irobotcareers

     

    iRobot is an Equal Opportunity Employer

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