EverPro - CX Business Systems Analyst (Remote, US)

EverPro, a business within EverCommerce, is hiring a CX Business Systems Analyst to lead the strategy, implementation, and optimization of customer experience technology across its portfolio. The role focuses on modernizing CX platforms, including Fin and AI-powered service tools, and translating business needs into scalable technology solutions.

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 our portfolio
• Partner with CX leaders and Ops 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 successfully 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 from one CX platform to another
• Manage multiple cross-functional initiatives simultaneously and maintain clear project plans, dependencies, risks, decisions, and stakeholder communications
• Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency

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
• 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
• Please note that you must be eligible to work without sponsorship to qualify for this position
• 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