Customer Experience Analyst

EA Engineering, Science, and Technology, Inc., PBC • Hunt Valley, MD

20h • $70,000 - $75,000

About The Position

We are seeking a highly skilled and detail-oriented Analyst to manage, optimize, and scale our customer experience (CX) strategy and processes. This individual will be responsible for implementing, overseeing and maintaining a customer relationship management (CRM) software platform, creating and managing automation workflows, distributing surveys, and providing actionable CX insights through data analysis and reporting across EA’s Client Programs and Operations departments. The ideal candidate will be a CX champion with strong data analytical skills, capable of translating business needs into effective solutions that support growth and improve the customer journey.

Requirements

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

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level