CXM Platform Administrator

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Judge Group, Inc.
Management, IT, Research, Engineering
Full Time

Job Description

Location: New York City, NY
Description:

The CXM Platform Administrator will manage and support our Customer Experience Management (CXM) Platform. Reporting to the Vice President, Global CX, this individual will be the subject matter expert on the CXM platform, be able to roll-up their sleeves to manage all self-service functionalities and be able to help the business partners get the maximum value out of the CXM platform while ensuring its reliability and efficiency.

Role & Responsibilities

Platform SME

  • Technical expert of the CXM platform and its self-service functionalities
  • Develop a thorough understanding of product features that are relevant to the CXM program
  • Utilize CXM software knowledge to configure/tweak new/existing surveys and reporting dashboards
  • Provide training to business partners bringing maximum value
  • Monitor performance of rules, surveys, triggers and workflows within the CXM platform.


Platform Value

  • Establish, track and report program success metrics
  • Drive adoption of CXM platform usage post implementation
  • Help with data visualization to present large amounts of information in ways that are universally understandable or easy to interpret and spot patterns, trends and correlations.


Changes & Enhancements

  • Use monitoring & performance data to identify pain points, efficiency & functionality enhancements
  • Maintain and manage a backlog of operational and functionality enhancement requests from Business partners
  • Collaborate with CXM vendor to carry out program updates, enhancements and releases
  • Ensure quality assurance support when launching new program enhancements to the program


Service & Support

  • Liaise with support teams at CXM for technical or professional service support to ensure reliability and address issues
  • Partner with IT leads/architects to provide CXM perspective to integrate additional apps, data sources & 3rd party systems based on business needs


Minimum Qualifications

  • 2+ years of experience in SaaS platform/application administration role or working with an ecosystem of delivery partners like Market Research or boutique implementers.
  • Experience with product development lifecycles and processes while engaging with internal R&D teams (e.g. Product Management, Engineering)
  • Strong ability and passion for working with modern technologies
  • Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities
  • Excellent organizational skills with the ability to successfully juggle multiple priorities


Preferred Qualifications

  • Technical understanding and experience working with of CX products & solutions, preferably Medallia/Qualtrics
  • Data Visualization training
  • PMP certification


Contact: rblumenfeld@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com


Company Information

The Judge Group, celebrating its 50th anniversary, is a leading professional services firm specializing in talent, technology, and learning solutions. We consult, staff, train, and solve. Through our work we make people and organizations better. Our services are successfully delivered through a network of more than 30 offices in the United States, Canada, and India. The Judge Group serves more than 50 of the Fortune 100 and is responsible for over 9,000 professionals on assignment annually across a wide range of industries.

Dice Id : cxjudgpa
Position Id : 764860
Originally Posted : 1 month ago

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