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CRM Analyst

  • Applications are considered on a rolling basis
  • Fremont
  • Applications are considered on a rolling basis
  • Fremont

We are seeking a CRM Analyst to join our Global IT - Customer Relation Management (CRM) Team at our Fremont Office. The ideal candidate should have 5 or more years of experience working with packaged software application, have a passion for supporting quality product, capable of troubleshooting and resolving the most difficult and complicated issues, and is the final escalation point within the CRM Team. This position works closely with members of CRM Team and the broader Global IT Team. We want someone who is opinionated, a strong team player, and will advocate for our users!

Skills & Requirements

Meltwater offers you:

  • A highly challenging and open-ended job
  • A chance to test your skills to the max
  • Possibility to define and influence the type of projects
  • Interaction with talented colleagues from across the globe
  • Opportunity to learn new tools and technologies

Required Skills/Qualifications:

  • Bachelor’s Degree in Computer Science, Mathematics, other related technical field, and/or equivalent 5+ years experiences.
  • Have strong verbal and written interpersonal and communication skills.
  • Experience working with onshore and offshore team.
  • Ability to demonstrate strong problem solving and analytical skills.
  • Possesses strong customer relation skills.
  • Ability to handle multiple priorities.
  • Perform in an effective and timely manner all the tasks required.
  • Methodically resolve the more difficult and complex production issues reported by the users.
  • Must be a team player in sharing information, helping resolve issues from other team members and volunteering to help others when necessary.
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
  • Represent the CRM Team in a professional manner, especially when providing support.
  • Experience working with CRM applications (Oracle Engagement Cloud, Oracle Siebel, Salesforce.com, Microsoft Dynamics, SugarCRM etc.)
  • Exposure to Oracle CPQ (Configure, Price, Quote)/Big Machines application or similar CPQ applications will be valuable.
  • Experience with varieties of integrations (Workday, Netsuite, Zendesk, SSO, Marketo, Boomi, etc.) is a plus.

Responsibilities:

  • Customer Service:
    • Act as a customer facing subject matter expert.
    • Ensure user inquiries are responded within established timeframes.
    • Provide timely resolution of problems and act as final escalation point for team and users.
    • Work with CRM vendors on issues and escalations.
    • Maintain required product environments for the CRM Team.
  • Configuration & Testing:
    • Performing simple system configurations and testing to match business requirements.
    • Interpret customer needs and turn them into functional/data requirements, process changes.
    • Perform data updates as required.
    • Responsible for reproducing and confirming product defects and reporting such defects to Product Management for future consideration.
    • Manage security, users, roles, profiles, groups and other setup options as necessary.
  • Provide oversight, product training and act as a mentor to junior team members.
  • Create technical bulletins (WIKI) to serve as a job aid and expand the knowledge base for handling support issues.
  • Managing and prioritizing tickets queue. Reporting of metrics and KPIs for the ticket tracking system.

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

About Meltwater

Founded in Oslo in 2001 before moving our headquarters to San Francisco in 2006, Meltwater is the global leader in media intelligence, with over 2,000 employees globally and 30,000 corporate clients. Our innovative products help businesses extract insights from billions of online conversations and articles – we call it Outside Insight.

Unique Culture

For over fifteen years, Meltwater has maintained a very unique culture, based on a foundation and belief in people and the potential they possess, regardless of experience. Like many entrepreneurially focused companies, Meltwater employees embody the work-hard, play-hard spirit. Whether you meet an employee from San Diego or Hong Kong, you will likely discover many similarities in terms of their achievements, focus and superior communication skills.

Our office spaces are collaborative, open working environments in which teamwork, learning, and fun are the day-to-day norms. Each office consists of a number of small teams, ensuring that all of our employees have easy and frequent exposure to their managers and can quickly learn from those around them.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.


Jarek Trinh | Hiring Manager

I'm interested
Meltwater IT

Fremont
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