CRM SYSTEMS ANALYST

CITI Program; Charlotte (NC); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Flexible schedule

Medical, dental, and vision insurance

Retirement benefits

Group life insurance

Voluntary supplemental insurance

Generous paid time off

Job summary

CITI Program is seeking a dynamic CRM Systems Analyst to manage and optimize our Salesforce ecosystem and related platforms. You will work on Service Cloud, Sales Cloud, and Experience Cloud, leveraging Agentforce AI and integrations with RingCentral, NetSuite, and LMS systems.

This role reports to the Assistant Director of CRM Systems and aims to improve customer experience and operational efficiency. The ideal candidate has 3+ years of Salesforce experience, strong data management skills, and

Qualifications

• Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience).
• 3+ years of experience with Salesforce (Service Cloud, Sales Cloud, Experience Cloud).
• Experience with Agentforce for Service, Data Cloud, Campaign Monitor, and Nice InContact or similar CCaaS is 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.
• Familiarity with NetSuite and LMS integrations is a strong plus.
• Proficiency in creating reports and dashboards within Salesforce and other tools.
• Strong understanding of CRM best practices and customer lifecycle management.
• Excellent communication and interpersonal skills.
• Salesforce certifications (Administrator, Business Analyst, Advanced Administrator, or Sales/Service Cloud Consultant).
• Knowledge of API integrations and middleware tools (Zapier, Jitterbit, MuleSoft, Celigo).
• Basic understanding of SQL and data visualization tools.

Responsibilities

• 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.
• 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.
• Create and maintain dashboards and reports to provide actionable insights to stakeholders.
• Analyze customer interaction data to identify trends and recommend strategies for 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.
• Provide training and support to end-users to maximize adoption and effective use of CRM tools.
• Troubleshoot and resolve technical issues promptly.

Skills

Salesforce Admin

Communication

Analytical thinking

Problem-solving

Education

Bachelor’s degree in Business, IT, or related field

Tools

Apex

Visualforce

Lightning Components

Zapier

Jitterbit

MuleSoft

Celigo

NetSuite

Job description

Collaborative Institutional Training Initiative (CITI Program)

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.

General Summary/Objective:

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.

Duties/Responsibilities:

• 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.

Non-Essential Functions will be noted by asterisk (*).

Qualifications:

Education required:

• Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience)

Experience Required:

• 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.

• 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.

SPONSORSHIP IS NOT AVAILABLE

Location:

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

Benefits:

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

EEO and Accommodations:

BRANY fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. In accordance with requirements of the Americans with Disabilities Act, and applicable state laws, it is our policy to provide reasonable accommodation upon request during the application process to eligible applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal and state employment laws and the information requested on this application will only be used for purposes consistent with those laws.

BRANY is committed to the full inclusion of all qualified individuals. In keeping with our commitment, BRANY will take the steps to ensure that people with disabilities are provided reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact a BRANY representative at [e-mail]