CRM Systems Analyst: Salesforce & Integrations

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

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