CRM & AI Solutions Specialist

Role Details
Contract Type: Full-time
Training Schedule: Monday - Friday, 7:00am - 4:00pm Mountain Time 
Work Schedule: 7:00am - 4:00pm Mountain Time
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
We are seeking an experienced CRM Implementation Specialist to join our team that preferably has interest in customer experience AI technologies as well. We see a growing need to support CRM system implementations and are looking for an experienced technical implementation specialist. You would be part of a team that implements and administers modern help desk tools, such as Zendesk, Gorgias, and Intercom. Your role would also involve managing cloud phone services like Zendesk Talk and Aircall, as well as integrating generative AI bot solutions, like PartnerHero’s Crescendo AI, to enhance customer experience and operational efficiency.

What You’ll Do:

• Set up, configure, and manage administrative settings across multiple partner/client instances of helpdesk and other related tools
• Collaborate with stakeholders to understand business needs to execute appropriate system configurations, workflows, and potential improvements
• Debug and troubleshoot workflow errors in a variety of systems and proactively provide recommended solutions
• Integrate and manage cloud phone services, such as Zendesk Talk, Twilio, and TalkDesk with partner tools
• Implement and maintain AI bot solutions to automate and enhance customer interactions
• Customize and create CRM dashboards, reports, and workflows to meet business requirements
• Conduct user training sessions to ensure successful adoption of the CRM system and associated tools
• Monitor system performance and propose enhancements to improve functionality and user experience
• Collaborate with cross-functional teams, including IT, customer service, and sales, to align CRM functionalities with organizational goals
• Complete and Track work being performed in a timely manner and set appropriate expectations.

What We Expect From You:

• Excellent written and spoken English communication skills
• 4+ years of technical CS, implementations, or operations experience
• Extensive experience in CRM implementation, configuration, automation, and administration
• Experience with cloud phone services, specifically Zendesk Talk, including setup and optimization
• Experience with AI solutions including CX AI tools such as Crescendo AI, Ultimate, Siena, Sierra AI, Ada, Forethought, etc.
• Understanding of customer support operations and best practices for leveraging CRM systems
• Knowledge of CRM data management, including migration and integration with other business systems
• Proficiency on G-Suite/MS-Office (gSheets/Excel is a must)
• Strong analytical and problem-solving skills, with the ability to manage multiple priorities
• Tech-savvy and willing to learn new products
• Experience with API integrations and workflow automation tools is a plus
• Certification in CRM platforms (e.g., Salesforce Admin, Zendesk Support Administrator)
• Expertise in setting up, training, and deploying AI-driven CX solutions

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].