Client Operations - CRM Program Analyst
Location: US, CA, Palo Alto
Department: Client Operations
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Computer Software
Function: Data Analyst
Company profile: Declara is focused on bringing data to life. Our technology platform uses machine learning, search, algorithms and recommendations to develop learning paths for individuals, making learning a constant discovery.Learning isn't just our product, it's what we do everyday. Work with a small focused team. You'll push and be pushed. Tackle the toughest technical challenges as you create products that can transform organizations across the globe. Do something meaningful. We're changing how the world nurtures and develops talent. We are located in Palo Alto, Boise and Mexico.
Description: The primary responsibility for this person is to provide customized analysis for the Client Operations team which will help with improving internal processes and influencing how we shape the Declara platform.  This person will also be responsible for updating, managing data, and improving the CRM. To be successful in this role you need to be highly analytical, have a passion for improving reporting, databases query, and creation of new reports based on trends and changes to our business.  You must be able to handle multiple tasks, across the different groups in Client Operations and can work in a fast paced environment. Analyst - Analyst is expected to become expert in the Declara platform, CRM, and reporting systems. Be able to use several data sources to extract the relevant data for the various audiences.Must understand basic statistical concepts and whether the findings are statistically compelling.Must feel comfortable with writing scripts to reanalyze data.Utilize contact center and customer service reports from CRM and Telephony software to Identify potential gaps, training opportunities, trends to improve agent efficiency.Familiarity with telephony and related metrics in a contact center environment.CRM Admin - Manage ongoing CRM requests and administrative needs from call center vendor.Maintain control of access rights, security settings and user privileges for the CRM.Perform daily system administration task of the RightNow CRM tool (profile changes/rules/survey’s/etc).Continually look for ways to make improvements to the CRM tool which improves agent productivity and call center KPI's.Work with service and support staff to ensure they are utilizing the tools to their full potential.Create CRM training plans, materials, and documentation for call center staff as the CRM platform changes.Develop and/or update support readiness plans for new CRM product releases and support offerings. Work with Support Managers to identify new and creative opportunities to leverage the CRM to support additional business processes, Declara Clients, or functions.
Requirements: Bachelor’s Degree in Finance, Economics, Business Administration, Accounting Business analysis, strong SQL, and data reporting skillsStrong computer skills (Excel, Word 2010) required, problem solving and research skillsKnowledgable of Oracle RightNow, #URL_43a68868b5b6e2a51677a4fb4c6fbbb676f678d92202751257e2f7616aeed3cb#, or any other CRM platformsDemonstrated aptitude for managing and prioritizing multiple projects and initiativesAdaptable / Flexible: Open to change in response to new information, different or unexpected circumstances, and/or to work in ambiguous situationsAccountable, dependable, and organizedStrong oral and written communications skills
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