: Service Cloud/CRM Administrator
8 Crosby Drive Bedford
Bedford, MA 01730

Employee Testimonials

Video

Introduction

iRobot is looking to hire a Senior Service Cloud/CRM Admin on our Customer Care Technology team who will play a vital role in developing a best in class customer service organization by supplying the best technology for our partners, customers, and agent. The successful candidate will have a record of success in improving processes and adoption of the platform. The Service Cloud Administrator will be responsible for the execution of day-to-day configuration, support, maintenance, and improvement of our CRM platform. If you are a customer-focused builder eager to improve customer experience and support an innovative product line, please apply now or reach out to one of our recruiters on LinkedIn.

What You Will Do:

  • Serve as the primary system administrator for the Service Cloud environment with 500+ users

  • Work collaboratively with the Care Technology Manager to refine tech requirements into discrete tasks while identifying dependencies and impacts to other services

  • Deliver on administration and light development tasks for CRM, LXP, and other Customer Care technology

  • Deliver critical technology projects on time and at a high quality

  • Design solutions to customer care technology challenges with an eye toward improving customer and agent experience

  • Advise and provide estimates on new work

  • Complete regular internal system audits and prepare for new releases

  • Coordinate and have a working knowledge of Service cloud data feeds and other integrations

  • Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities

  • Assist in training of new users, and grow the Service cloud.com skill set across the organization

  • Effectively act as the liaison between our users, vendors and the application development teams

Required Skills:

  • CRM Administration (Oracle Service Cloud/RightNow preferred)

  • Project Management (time estimation, budget tracking, status updates, etc)

  • Moderate HTML/CSS/PHP skills

  • Excellent verbal and written communication skills

  • Resourceful disposition and strong interpersonal skills

  • Highly organized with effective time management skills

  • Capable of delivering on multiple competing priorities

  • Experience and desire to work in a Global delivery environment

  • Proficiency with Atlassian tools (Jira and Confluence)

  • Proficiency with MS Office suite

Qualifications:

  • 5+ years' experience in service CRM. (Oracle Service Cloud/RightNow or Salesforce preferred)

  • Service CRM certifications with leading CRM platform (Salesforce, Oracle, Microsoft)

  • Experience within a Scrum-Agile Process Framework

  • Experience in administration of other CRM (Salesforce, Dynamics, Zendesk, etc)

  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity

  • Strong understanding of Service cloud best practices and functionality

  • A documented history of successfully driving projects to completion

  • A demonstrated ability to understand and articulate complex requirements

Success Measures

  • Quick resolution of bugs/complaints

  • Improving Customer Care metrics (AHT/CSAT/FCR) through new technology

  • Rollout of new tools

  • Successfully architect solutions that meet requirements without undue tech debt

Full-time

Employee Testimonials

Danielle Dean
Technical Director of Machine Learning

"I love how much iRobot emphasizes learning, risk-taking, and innovation, and gives me the opportunity to work with different people."

Eva Moscat
Manager, Software Engineering

"Every day I feel challenged – whether it’s technical problem solving, or getting my team up to speed on a new project and making sure they are happy, motivated, and developing in their careers."

Emiko Komori
Corporate Counsel

"Collaborating with people who are very passionate and dedicated to building products that bring joy and ‘wow!’ to customers is my favorite part of my job."

Brandon Rohrer
Principal Data Scientist

"iRobot is a wonderland for a data scientist. Our data helps us enhance our customers’ experiences by better understanding their needs and delivering new solutions to exceed their expectations."

Victoria Liceaga
Manager, Product Marketing

"The Global Marketing group is dynamic and lively. We are always moving fast to plan for new products, execute seasonal campaigns, and pivot based on changes in the market. We are so fortunate to be marketing products that our customers love as much as we do and that add real value to their lives."

Eric Burbank
Principal Mechanical Engineer

"The hardware engineering group at iRobot is incredibly innovative and fun to work with. We have a full range of engineers with many diversified talents. Everyone is incredibly willing to share their expertise and help out on challenges."

Evn Tomeny
Manager of Enterprise Collaboration

"The collaborative nature of the team is refreshing. Everyone works together to find interesting solutions to complicated problems, and contributions are appreciated from anywhere. Because of the diverse set of backgrounds and experiences, you’ll often find answers where you least expect them!"

Michelle Gattuso
VP Portfolio & Digital Product Management

"iRoboteers know that their contributions matter. They are always doing what they can to make things better and deliver great products that customers will love. We know we’ve had a hand in changing the world and it shows in our drive and determination to keep moving forward."

Lauren Stern
Principal Design Researcher

"Our team is unique because we have so many disciplines within the Design department. Owning and using a robot is a multi-faceted experience, and we all work together to create that experience for our users. The cross-discipline collaboration is really special. It’s a group of funny, enthusiastic, creative, kind people."

Sushmita Bawari
Director, Strategic Sourcing

"It’s great to have the opportunity to manage a global team and work with suppliers from all around the world. It really helps you appreciate how inter-connected everything is."