: Spring 2021: CRM Marketing & Customer Care Operations Co-op (Undergraduate, Masters)
8 Crosby Drive Bedford
Bedford, MA 01730

Employee Testimonials

Video

Introduction

iRobot Corporation, with a mission of empowering people to do more is at the forefront of the development of robotics and artificial intelligence technologies. iRobot has become one of the worlds preeminent specialist designers and builders of consumer robots. iRobot invests in the development and growth of its people, in a culture of empowerment, innovation and fun. Come work with some of the most talented and influential people in the robotics field utilizing cutting edge technologies, in an exciting, fast-growing industry!

We are seeking a CRM Marketing and Customer Care Operations Co-op to join our Global Marketing team with focused work within CRM and Customer Care Data and Analytics within our Home Robots Business Unit. Working within the Global Customer Care Team, enable best in class consumer experience with iRobots CRM platforms by ensuring relevant functions and enhancements are delivered and available to prospects, customers, agents and business users. Analyze data from a variety of Customer Care sources to identify opportunities for process improvements targeted to improve customer experience.

This position requires a curious and dynamic individual with the ability to flourish in a fast-paced environment.

Impact youll have: Affect key business decisions by creating reports and doing analysis that provides insight into essential data points. Participate in customer-impacting projects.

Culture: Fast paced, high-energy, team oriented, bagel Fridays/dog day Friday, have fun is in our mission and cold brew is on tap.

Responsibilities:

  • Daily administration and support of the CRM platforms including, but not limited to, managing multiple user setup, profiles, workspaces, roles and access levels
  • Create and maintain customized reports and dashboards in the CRM and in response to business user requests/questions
  • Create and maintain documentation on processes, policies, and training materials as required
  • Create and monitor email automations, associated reporting, and targeted customer/user segmentation
  • Monitor workflow rules, data validations, triggers, and automations.
  • Monitor and manage internal user tickets related to the CRM platforms and effectively communicate needs and report issues with CRM team and partner teams
  • Assist in user training on new and existing features and customization
  • Produce and maintain custom business rules for mailing and reporting
  • Leverage Customer Care data to do analysis and identify opportunities to improve customer experience. Make recommendations on process improvements.
  • Participate on projects which impact customer experience.

Qualifications:

  • Previous experience with CRMs like Oracle Service Cloud/RightNow and Salesforce is a plus but not required
  • General understanding or interest in relational databases, reporting, and data integration (SQL experience is a plus)
  • Ability to work and be successful both independently and as part of a team
  • Excellent problem solving, organizational, interpersonal, and oral/written communication skills
  • Adaptable and detail-oriented with a focus on execution to ensure quality of deliverables, and continuous improvement of people, process and tools.
  • Ability to balance multiple priorities in a dynamic, fast-paced environment
  • Microsoft Office or similar products (Tableau experience is a plus)

About the Team:

  • Big fans of GIFs/Memes
  • Dog lovers
  • Movie connoisseurs
  • Customer-obsessed
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."