Position:

Customer Engagement Analyst

Job Description:

We are looking for a dedicated and results-oriented Customer Engagement Analyst to enhance our customer engagement strategies within Arrow ECS Services - especially IT Support and Managed IT Services. You will focus on project management, documentation, and collaboration with IT and Services delivery teams to ensure that customer interactions are efficient, effective, and aligned with best practices.

As a key member of our team, you will be responsible for identifying opportunities for process improvement, developing standardized workflows, and driving initiatives that enhance the overall customer experience. Your ability to document processes clearly and coordinate efforts among various stakeholders will be essential in ensuring successful implementation of new strategies. This role requires a blend of analytical thinking and strong interpersonal skills, allowing you to serve as a bridge between technical teams and end-users. By leveraging data-driven insights and fostering collaboration, you will contribute to the continuous improvement of our IT services and ultimately drive greater customer satisfaction.

What You'll Be Doing:

Project Management & Coordination

• Lead cross-functional projects aimed at improving customer engagement processes within IT support.

• Coordinate with IT teams to ensure alignment and timely execution of process improvements.

Documentation & Standardization

• Develop and maintain comprehensive documentation for customer engagement processes, ensuring clarity and accessibility.

• Define and implement standardized workflows for ticket creation, escalation, and resolution, aligning with ITSM best practices.

Process Analysis & Improvement

• Analyze existing customer engagement practices to identify areas for improvement.

• Collaborate with stakeholders to develop and implement strategies that enhance responsiveness and customer satisfaction.

Data Analysis & Reporting

• Track and analyze key performance indicators (KPIs) related to customer engagement, response times, and service quality.

• Prepare and present reports to management, providing insights and recommendations for process enhancements.

Collaboration & Stakeholder Management

• Act as a liaison between IT support teams, Managed Services, and other departments to foster effective communication and collaboration.

• Gather and interpret feedback from users and stakeholders to refine engagement strategies and processes.

Compliance & Best Practices Implementation

• Ensure adherence to industry best practices and compliance standards in all customer engagement processes.

• Conduct training sessions for IT support teams to promote understanding and adherence to standardized processes.

What We Are Looking For:

• Bachelor’s degree in Information Technology, Business Administration, or a related field. Certifications in IT Service Management (e.g., ITIL, COBIT) are a plus.

• 2-5 years of experience in IT service delivery, customer support, or process analysis, with a focus on project management and coordination.

• Proven ability to lead projects, manage timelines, and coordinate efforts across multiple teams.

• Strong documentation skills to create clear and comprehensive process documentation.

• Ability to analyze data, identify trends, and translate findings into actionable insights.

• Excellent verbal and written communication skills for engaging with stakeholders and presenting findings.

• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk) and an understanding of automation tools.

• A commitment to enhancing customer experience and satisfaction through effective process management.

Work Arrangement:

Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.

What’s In It For You :

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Short-Term/Long-Term Disability Insurance

• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options

• Paid Time Off

• Tuition Reimbursement

• Growth Opportunities

• And more!

$98,900.00 - $121,000.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location:

US-CO-Colorado (Remote Employees)

Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company’s request and sole discretion.

Time Type:

Full time

Job Category:

Business Support

EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.