Customer Relationship Management (CRM) Analyst

<div><h2><span style="color:rgb(22, 145, 121);">About MCE</span></h2><p>MCE is a not-for-profit public agency that has set the standard for clean energy in our communities since 2010. We provide more renewable power at stable rates, and deliver cutting-edge energy programs to residents and businesses across four Bay Area counties: Contra Costa, Marin, Napa, and Solano. Our team, drawn from all walks of life, embodies a shared passion for environmental stewardship and community service. You’ll work alongside dedicated professionals innovating and collaborating to make our communities more energy-efficient, resilient, and sustainable.</p><p>We value a range of experience. Even if you feel that you do not meet all of the qualifications, we encourage you to apply. Application materials will be reviewed on a rolling basis.</p></div><h2><span style="color:rgb(22, 145, 121);"><strong>About the Technology &amp; Analytics Team</strong></span></h2><p>The Technology and Analytics (TA) team furthers MCE’s pursuit to find more innovative solutions to the challenges facing CCAs today. The team uses its deep knowledge of technology and data sciences to provide platforms, systems and facilities to the wider MCE team so that decision makers can be confident that their choices are backed up by hard data. The TA team is also responsible for all of MCE’s operational platforms; from MCE’s email system to its CRM platform. TA provides the infrastructure that allows MCE to maintain its operational readiness while also managing cybersecurity threats and the privacy of MCE’s customer data.</p><h2><span style="color:rgb(22, 145, 121);"><strong>As a CRM Analyst</strong></span></h2><p>You will be responsible for the day to day administration of MCE’s CRM platform. This includes gathering requirements, designing and deploying solutions based on best practices of software engineering, tracking and resolving support tickets, training end users and environment and license management. </p><p>You  will support MCE’s CRM platform and work cross-departmentally with MCE CRM users. You will also work with external consultants to ensure that user needs are addressed and the CRM is updated accordingly. As a Customer Relationship Management Analyst you will provide a high standard of customer service to MCE staff providing timely administrative tool updates. </p><h2><span style="color:rgb(22, 145, 121);"><strong>Key Responsibilities (Illustrative Only)</strong></span></h2><ul><li><p>Implementing project plans aligned with department goals Maintaining an understanding of how various team members use the CRM to serve as a resource to the T&amp;A team and as the first line of issue spotting/testing for new CRM developments. </p></li><li><p>Provide functional support to end-users and facilitate testing of new CRM functionality roll-outs. </p></li><li><p>Support, coordinate, and facilitate, as needed, investigation meetings. Assist in functional and technical discussions and communicate effectively with a variety of audiences, moving between providing functional/technical design data. </p></li><li><p>Salesforce configuration changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards and reports. </p></li><li><p>Manage data flows, Import and export data using native Data Import Tool, Data Loader (online and offline), and Pentaho. </p></li><li><p>Manage the code and configuration deployment to the Controlled environments such as User Acceptance Test sandbox and Production environment. </p></li><li><p>Audit and report for Salesforce Coding standards and test class coverage. </p></li><li><p>Validate the individual developer deliverables and confirm the conformity on requirements. </p></li><li><p>Maintain the Partial Data sandbox up-to-date with relevant anonymized data snapshots as required for the development team. </p></li><li><p>Maintain the Full Copy Sandbox, aligned to MCE standards and controls, syncing from Production. </p></li><li><p>Assist the business users with defining and/or reviewing the test plans and related quality reviews to conduct User Acceptance Testing (UAT). </p></li></ul><h2><span style="color:rgb(22, 145, 121);"><strong>Minimum Qualifications</strong></span></h2><ul><li><p>Two years (2) Demonstrated Experience in Salesforce Products. Salesforce administrator certification; or the certification must be obtained in the first 6 months of the position start date as a part of MCE’s professional development process. </p></li><li><p>Salesforce administrator certification; or the certification must be obtained in the first 6 months of the position start date as a part of MCE’s professional development process. </p></li><li><p>Proficient in data import/export using Pentaho or similar product. </p></li><li><p>Proficient at analyzing requirements, developing functional, specifications documents, and documenting and executing business process-specific test scenarios. </p></li><li><p>Strong preference for a candidate based in the San Francisco Bay Area or residing in the State of California. </p></li></ul><h3><span style="color:rgb(22, 145, 121);">Experience/Education:</span></h3><ul><li><p>Education and or experience equal to a Bachelor of Arts or a Bachelor of Science degree  in Engineering, Computer Science, IT, mathematics or a related field. </p></li><li><p>Experience working with diverse communities and vulnerable customers </p></li></ul><h3><span style="color:rgb(22, 145, 121);">Demonstrated Knowledge and or Experience:</span></h3><ul><li><p>Competency in and implementing project management methods and techniques. </p></li><li><p>Quality Assurance (QA) methodologies. </p></li><li><p>Salesforce CRM, Service Cloud, Marketing Cloud, and associated processes and configurations. </p></li><li><p>Microsoft Office Suite, including Word, Outlook, and PowerPoint. </p></li></ul><h3><span style="color:rgb(22, 145, 121);">Knowledge of:</span></h3><ul><li><p>Data Optimization strategies. </p></li><li><p>California Consumer Privacy Act and implications on CRM. </p></li><li><p>CRM change management, and deployment processes. </p></li><li><p>Basic standards, laws, regulations, mandates, and internal processes applicable to Community Choice Aggregation (CCA), the California electric utility markets, regulatory agencies, private and public agencies. </p></li></ul><h3><span style="color:rgb(22, 145, 121);"><strong>Ability to:</strong></span></h3><ul><li><p>Self-start and work independently with minimal oversight. </p></li><li><p>Translate technical details from a product vision and think critically to solve problems. </p></li><li><p>Communicate effectively both verbally and in written form. </p></li><li><p>Manage multiple priorities and adapt to changing priorities in a fast-paced environment. </p></li><li><p>Be thorough and detail-oriented and maintain confidentiality over sensitive items. </p></li><li><p>Establish and maintain effective working relationships with those encountered during the performance of duties including a team of technology professionals. </p></li><li><p>Interpret and analyze business needs, user requirements, and technical constraints and identify ways in which software or web design, development, and application of technology and systems can support business needs. </p></li></ul><h2><span style="color:rgb(22, 145, 121);"><strong>Compensation &amp; Benefits</strong></span></h2><p>Competitive compensation package offered, based on candidate experience along with generous benefits and perks, including fully paid premiums for health insurance, parental leave, dependent care subsidies, student loan repayment, and employee wellness program.</p><p><strong><span style="text-decoration:underline;">Starting Salary Range:</span></strong></p><ul><li><p><strong>$91,827-$114,553 per year. </strong> </p></li></ul><h2><span style="color:rgb(22, 145, 121);"><strong>Application Process</strong></span></h2><p>As a part of the application process for the Customer Relationship Manager recruitment, all candidates must submit a resume and answer all of the applicable questions within the application.</p><p>As we narrow to our top pool of applicants, candidates moving through the recruitment process may participate in an initial all in one audio/phone interview, Face to Face Cross-team Panel Interview, Interview with External Energy Consultants, Face to Face Executive Interview. </p><div><h2><span style="color:rgb(22, 145, 121);">Work Environment</span></h2><p>MCE offices support an environment that is accessible to those with reduced mobility. We are happy to provide more details if asked. MCE makes reasonable accommodations of any known physical or mental limitations for qualified applicants with disabilities, sincerely held religious beliefs, and other conditions protected by applicable law. MCE strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all employees.</p><p>MCE is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.</p></div>