Customer Success Associate leading client engagement and satisfaction for nebulaONE. Collaborating across teams to address client needs and promote product value.
About the role
- Domain Architect responsible for customer-facing platform architecture. Leading technology roadmap for CRM, contact centers, and data consistency with a focus on seamless customer experiences.
Responsibilities
- Define and maintain the architectural vision and roadmap for CRM, contact center, and customer master platforms.
- Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
- Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).
- Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
- Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
- Ensure systems are designed to support data accuracy, availability, and consistency across business functions.
- Design and oversee customer master data models to ensure alignment with enterprise data architecture.
- Support integration of customer data into key operational systems and processes (via API & event driven patterns)
- Partner with business units (Customer Care, Marketing, Sales, Operations) to align technology with process and service goals.
- Work with enterprise architects, data teams, and delivery partners to drive architectural cohesion.
- Participate in vendor evaluations and architectural due diligence for customer systems and platforms.
- Establish architecture that complies with privacy (e.g., GDPR), data quality, and security standards.
- Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
- Stay informed about emerging technologies in customer engagement, data management, and automation.
Requirements
- 7+ years in IT architecture, with deep experience in CRM, contact center platforms, and enterprise system integration.
- Proven track record in Microsoft Dynamics and operational CRM transformations.
- Strong background in customer master data management, data modeling, and integration into operational systems.
- Hands-on experience with integration technologies (APIs, event driven systems), workflow tools, and platforms like Power Platform or RPA.
- Strong understanding of customer master system architecture and MDM principles.
- Solid grasp of architectural concerns such as scalability, fault tolerance, security, and compliance.
- Proficiency in designing scalable, integrated platforms across CRM, contact center, and enterprise systems.
- Knowledge of cloud deployment, platform integration, identity/access management, and data privacy/security.
- Familiarity with customer analytics, chatbot/AI solutions, and omnichannel experience platforms is a plus.
- Excellent communication and stakeholder engagement capabilities.
- Strategic mindset with strong problem-solving, decision-making, and leadership skills.
- Ability to bridge business strategy and technical architecture with clarity and influence.
- Demonstrated leadership in guiding teams, mentoring engineers, and influencing technical direction.
- Certifications in Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture.
- Industry experience in logistics, or similar domains.
- Experience working in Agile or SAFe delivery environments.
- Understanding of customer KPIs, reporting, and enterprise data governance practices.
Benefits
- 2-3 days/week onsite in the Brussels office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Client Relations Coach developing and supporting Customer Success Managers' performance in a hybrid role. Delivering training and quality assurance to ensure client success as part of a corporate team in Makati.
Senior Customer Success Manager at Genesys, advising customers to achieve their customer experience vision. Manage customer portfolios, strategies, and business outcomes with a focus on AI/Digital solutions.
Senior Manager leading Microsoft Dynamics 365 CRM projects and driving strategic initiatives at PwC. Collaborating with clients and teams to ensure operational efficiency and excellence.
Manager leading Microsoft Dynamics 365 CRM software implementations for PwC's Business Application Consulting team. Collaborating with clients to achieve strategic objectives through technology and innovation.
Customer Satisfaction Representative enhancing customer experience while acting as a liaison between dealership and customers at Driveway. Focused on satisfaction improvement with strong communication skills required.
Signature Customer Success Supervisor managing a high volume of smaller customer accounts in Ontario, CA. Driving satisfaction and retention to enhance customer loyalty and growth.
Junior CRM Analyst at Petz Holding supporting multichannel marketing campaigns and collaborating with various teams. Focused on data reporting, segmentation, and communication tools.
Senior Manager leading Client Success and managing key accounts for Metergy’s submetering services in North America. Collaborating with clients and internal teams to ensure strategic partnership and growth.
Consultant in Customer Engagement assisting clients with their questions and verification processes. Delivering services in a multinational work environment supporting UK business culture.