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EA Engineering, Science, and Technology, Inc., PBC · 1 day ago

Customer Experience Analyst

Hunt Valley, MD

Full-time

Hybrid

Mid, Senior Level

$70K/yr - $75K/yr

5+ years exp

EA Engineering, Science, and Technology, Inc., PBC is a company that values collaboration and innovation in addressing complex environmental challenges. They are seeking a detail-oriented Customer Experience Analyst to manage and optimize their customer experience strategy and processes, focusing on CRM implementation and data analysis.

Environmental ConsultingInfrastructureNatural Resources

Growth Opportunities

Responsibilities

Actively support the development and implementation of CX workflow and processes

Maintain, configure, and customize CRM, including contact records, pipelines, personnel and project history, marketing collateral, and integrations

Monitor data integrity, accuracy, and effective segmentation across all customer records

Monitor CRM system performance and implement enhancements to improve usability and efficiency

Support internal communications and information flow on CX aspects between EA stakeholder departments

Train and support users on CRM features and best practices

Develop and deliver regular reports, forecasts, and dashboards to senior leadership, highlighting CX performance metrics and actionable insights

Maintain up-to-date knowledge and expertise in utilizing EA’s selected CX Software

Periodically attend industry conference events promoting EA

Qualification

CRM managementData analysisCX strategyMarketing experienceData visualizationMicrosoft Office SuiteCommunication skillsProblem-solving skillsProject management

Required

Bachelor's degree in Business, Marketing, or a related field

5+ years of hands-on experience managing CRM platforms (e.g. ClientSavvy, Unanet, Cossential, Salesforce, HubSpot); ClientSavvy preferred

Demonstrated abilities in marketing and/or client acquisition in the A/E/C industry

Proven success in supporting CX sales and marketing operations through CRM strategy and execution

Strong analytical and problem-solving skills with keen attention to detail

Excellent communication skills—written, verbal, and interpersonal

Ability to manage multiple priorities, work with numerous simultaneous project teams in a fast-paced, dynamic environment

Proficiency in Microsoft Office Suite, especially Excel, Word, and Teams

Experience with CRM reporting tools

Proficiency using data visualization platforms

This position requires specific driving duties. You must be able to pass a motor vehicle records check required by our insurer

Benefits

401k with Employee Stock Ownership Plan (ESOP)

Competitive Salary

Low deductible health coverage for you and your family through Medical, Dental and Vision plans

Generous paid-time-off policy

Paid volunteer time

Tuition reimbursement

Professional Development

Healthcare and Dependent Care Flexible Spending Accounts

Employee wellness program

Company

EA Engineering, Science, and Technology, Inc., PBC

EA is a 100% Employee Stock Ownership Plan (ESOP)-owned public benefit corporation that provides environmental, compliance, natural resources, and infrastructure engineering and management solutions to a wide range of public and private sector clients.

Founded in 1973

Hunt Valley, Maryland, USA

501-1000 employees