EverPro - CX Business Systems Analyst (Remote, US)
About The Position
EverPro, a business within EverCommerce, is seeking a Customer Experience Systems Strategist to join its Systems Operations team. The role owns the strategy, implementation, and optimization of technology supporting Customer Experience teams across the EverPro portfolio. It focuses on transforming customer experience through selection and deployment of CX technology, including Fin (formerly Intercom), customer support platforms, and AI-powered service tools. The strategist partners with CX leaders and Operations teams to understand business objectives, workflows, pain points, and customer journeys, then translates those needs into scalable technology solutions. The role oversees implementation and ongoing improvement of CX systems, helps teams prepare processes and content for AI-powered service, and coordinates cross-functional initiatives across multiple businesses and technology stacks. The position is remote within the United States, with optional office work near company offices and possible travel to the Denver headquarters or other North American offices. Candidates must be eligible to work without sponsorship.
Requirements
- 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
- Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
- Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
- Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service.
- Ability to translate business requirements into scalable technology solutions.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders.
- Comfort operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities.
- Strong attention to detail and ability to think strategically about the broader customer experience.
- Must be eligible to work without sponsorship.
Nice To Haves
- Hands-on experience with Fin or a comparable AI-powered customer service platform.
- Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations.
- Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.
- Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack.
- Experience working within a multi-brand, portfolio, or SaaS organization.
- Experience developing business cases and measuring ROI for CX technology and automation investments.
Responsibilities
- Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
- Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across the portfolio.
- Partner with CX leaders and Operations partners to understand business objectives, pain points, workflows, and customer journeys, and translate them into technology solutions.
- Help teams develop the processes, knowledge, and content needed to deploy AI-powered customer service experiences successfully.
- Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
- Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
- Lead data migration and system consolidation when businesses transition from one CX platform to another.
- Manage multiple cross-functional initiatives and maintain project plans, dependencies, risks, decisions, and stakeholder communications.
- Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences and operational efficiency.
Benefits
- Flexibility to work in-office, remotely, or hybrid within the country of employment.
- Day 1 access to health and wellness benefits, including an annual wellness stipend.
- 401(k) with up to a 4% match and immediate vesting.
- Flexible and generous FTO time off.
- Employee Stock Purchase Program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
