CX Business Systems Analyst

🔥 21 minutes ago

🇺🇸 United States – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 Description

• Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization • Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across the portfolio • Partner with CX leaders and Operations partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions • Help teams develop the processes, knowledge, and content required to deploy AI-powered customer service experiences • Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms • Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards • Lead data migration and system consolidation efforts when businesses transition between CX platforms • Manage multiple cross-functional initiatives and maintain project plans, dependencies, risks, decisions, and stakeholder communications • Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences and operational efficiency

🎯 Requirements

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms • Hands-on experience with Fin or a comparable AI-powered customer service platform strongly preferred • Experience leading technology implementations from requirements gathering and solution design through launch and adoption • Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting • Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service • Demonstrated ability to translate business requirements into scalable technology solutions • Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders • Comfortable operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities • Strong attention to detail combined with the ability to think strategically about the broader customer experience • Must be eligible to work without sponsorship in the United States • Nice to have: Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations • Nice to have: Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms • Nice to have: Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack • Nice to have: Experience working within a multi-brand, portfolio, or SaaS organization • Nice to have: Experience developing business cases and measuring ROI for CX technology and automation investments

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Day 1 access to a robust health and wellness benefits, including an annual wellness stipend • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program

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