Sr. Manager, Client Success supporting Veradigm’s healthcare technology and data solutions. Partnering across a network serving healthcare providers, life sciences, health plans, and patients.
About the role
- CRM Specialist mapping and optimizing customer journeys for Level, an AI-powered performance marketing agency. Querying enterprise CRM data and building lifecycle strategies across U.S. and Canadian clients.
Responsibilities
- Support and facilitate customer journey discovery through client and internal workshops and interviews
- Build current-state and future-state customer journey maps
- Identify friction points, drop-off moments, and missed opportunities
- Translate insights into prioritized, measurable recommendations with business cases
- Query CRM data to validate hypotheses, size audiences, and diagnose performance issues
- Assess CRM data and data-model health and recommend practical fixes
- Define audience segmentation strategies and personalization frameworks
- Translate journey strategy into implementation-ready requirements
- Configure, build, or adjust CRM journeys, segments, and campaigns
- Partner with CRM specialists and developers to review build logic, entry/exit criteria, and decisioning
- Define KPIs and measurement plans, analyze performance, and design A/B, holdout, and multivariate tests
- Present findings and recommendations to internal teams and client stakeholders
- Propose solutions for architecture-level or cross-team issues
- Document journey maps, data findings, and recommendations
- Experiment with AI tools, document learnings, and share use cases
Requirements
- Experience contributing to customer journey mapping or customer experience work, from discovery through recommendations
- Hands-on experience in at least one of Salesforce Marketing Cloud, Adobe Campaign / Adobe Journey Optimizer, or Microsoft Dynamics 365, with working familiarity in at least one other
- Ability to independently access, query, and interpret CRM data using SQL, data extensions, Adobe workflows and queries, Advanced Find, FetchXML, or views
- Strong lifecycle marketing understanding
- Ability to translate strategy into implementation requirements and build or adjust journeys and segments
- Comfort with data analysis and measurement, including defining KPIs, reading performance trends, and designing tests
- Good facilitation, storytelling, and presentation skills
- Clear written and verbal communication
- Bachelor's degree in Marketing, Information Systems, Business, Computer Science, or a related field, or 4 additional years of equivalent professional experience
- 3 to 5 years of experience in CRM, lifecycle marketing, or customer experience
- Hands-on work in an enterprise CRM or marketing automation platform
- Exposure to journey strategy or customer experience projects
- Ability to use AI tools as part of the role
- Must reside in the United States or Canada
- Visa sponsorship is unavailable
Benefits
- Fully remote across the U.S. & Canada
- Monthly WFH stipend
- Summer Fridays
- Unlimited PTO (U.S.)
- Competitive vacation (Canada)
- Parental/family leave options
- Comprehensive health benefits
- Mental health support
- Company-paid disability and life coverage
- Employer retirement contributions: 401(k) in the U.S. and RRSP match in Canada
- Quarterly performance reviews
- Career advancement opportunities
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