CX Business Systems Analyst

EverCommerce

. Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization .

Posted 11/2/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in implementing and optimizing Customer Experience technology solutions, with a strong focus on AI-powered platforms and customer support operations. Proven ability to translate business needs into scalable technology implementations while managing cross-functional initiatives and stakeholder communications.

Highest-signal resume keywords

Customer Experience ImplementationAI-Powered Customer Service SolutionsWorkflow Design and AutomationCross-Functional Project ManagementCustomer Support Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience PlatformsAI ImplementationRequirements GatheringSolution DesignData MigrationSystem ArchitectureIntegrationsReportingKnowledge ManagementCase Management

Soft Skills

Excellent Communication SkillsAttention to DetailStrategic ThinkingAdaptabilityStakeholder Management

Tools & Technologies

FinZendeskSalesforce Service CloudPlanhatChurnZeroCRM PlatformsTelephony SystemsConversation Intelligence

Industry Keywords

Customer SupportCustomer SuccessSaaS PlatformsAI AgentsChatbotsGenerative AIMulti-Brand OrganizationsBusiness Case DevelopmentROI Measurement

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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 required to deploy AI-powered customer service experiences
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 efforts when businesses transition between CX platforms
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

Requirements

What you’ll need

5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms
Hands-on experience with Fin or a comparable AI-powered customer service platform strongly preferred
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
Demonstrated 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
Comfortable operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities
Strong attention to detail combined with the ability to think strategically about the broader customer experience
Must be eligible to work without sponsorship in the United States
Nice to have: Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations
Nice to have: Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms
Nice to have: Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack
Nice to have: Experience working within a multi-brand, portfolio, or SaaS organization
Nice to have: Experience developing business cases and measuring ROI for CX technology and automation investments

Benefits

Comp & perks

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program