Solutions CRM Consultant

About Juniper

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires consistent and committed practice, something we call the Juniper Way.

About the Job

The Solution CRM Consultant is part of the Juniper Experience & Operations (JXO) organization. We are dedicated to driving the evolution of digital transformation through innovative, technology-driven solutions for our support ecosystem. The ideal candidate for this position will exhibit both technical expertise and organizational capabilities to thrive in a dynamic environment.

This team aims to empower the organization with the tools and processes needed to create personalized, efficient, and scalable customer interactions. The work will help shift from a reactive to a proactive function, enhancing value at every customer touchpoint.

Core Responsibilities

• Solution Design: Design solutions that leverage cutting-edge technologies like AI, machine learning, automation, cloud environments, and data analytics to optimize customer interactions and streamline workflows.
• Requirements Analysis and Strategic Planning: Collaborate with business stakeholders to understand current support challenges, identify transformation needs, and design solutions that align with broader business objectives.
• Comprehensive Documentation: Author/co-author business requirement documents, user stories, design documents, functional specifications, and test plans. Ensure that documentation is clear, accessible, and up to date to support seamless implementation, ongoing maintenance, and user adoption.
• Technical Implementation: Partner with IT, PMO and business owner teams to ensure that the solutions are seamlessly integrated into the existing digital infrastructure and are scalable to meet future demands.
• Data-Driven Insights: Utilize advanced analytics to gather insights on customer behavior, engagement trends, and operational performance, guiding data-backed decision-making.
• User Training and Support: Create training programs and documentation to ensure that end-users can leverage the new CRM tools effectively, boosting adoption and proficiency across the organization.
• Continuous Improvement and Innovation: Regularly assess the CRM and support tool landscape for emerging technologies and trends, adapting the strategy to stay at the forefront of digital transformation.

Qualifications

• B.S. in computer science, engineering, cloud technology, or equivalent. Equivalent work experience will be considered. MBA is a distinct advantage.
• Experience within cloud environments (Azure, AWS, etc.) and design/scalability implications of working within them.
• Technical expertise in CRM platforms (e.g., Salesforce, HubSpot, Zendesk, etc..) and familiarity with integration tools and APIs.
• In-depth knowledge of CRM systems, digital transformation principles, and emerging CRM technologies.
• Salesforce certification is preferred.
• Experience with common software development methodologies such as Agile, Waterfall, etc.
• Able to think creatively and work aggressively outside the usual constraints.
• Proven communication and problem-solving skills.
• Strong analytical and strategic thinking to translate business requirements into actionable solutions.

Minimum Salary: $131,648.00

Maximum Salary:$189,244.00

The pay range for this position is expected to be between $131,648.00 and $189,244.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.