Customer Experience Analyst - Cockeysville - EA Engineering, Science, and Technology, Inc., PBC

Description

About Us

At EA, you'll find yourself surrounded by dynamic professionals that embrace collaboration and curiosity to foster innovation and problem‑solving. This culture forms the essence of our value proposition to apply high‑quality, objective, and interdisciplinary services to complex environmental challenges. With a strong foundation in servant leadership and community service, EA employees are encouraged to pursue personal and professional passions. As a team, we empower each other to share ideas, believe in our common purpose, and value differing perspectives.

Position Overview

We are seeking a highly skilled and detail‑oriented Analyst to manage, optimize, and scale our customer experience (CX) strategy and processes. This individual will be responsible for implementing, overseeing and maintaining a customer relationship management (CRM) software platform, creating and managing automation workflows, distributing surveys, and providing actionable CX insights through data analysis and reporting across EA's Client Programs and Operations departments. The ideal candidate will be a CX champion with strong data analytical skills, capable of translating business needs into effective solutions that support growth and improve the customer journey.

Responsibilities

• Actively support the development and implementation of CX workflow and processes.
• Maintain, configure, and customize CRM, including contact records, pipelines, personnel and project history, marketing collateral, and integrations.
• Monitor data integrity, accuracy, and effective segmentation across all customer records.
• Monitor CRM system performance and implement enhancements to improve usability and efficiency.
• Support internal communications and information flow on CX aspects between EA stakeholder departments.
• Train and support users on CRM features and best practices.
• Develop and deliver regular reports, forecasts, and dashboards to senior leadership, highlighting CX performance metrics and actionable insights.
• Maintain up‑to‑date knowledge and expertise in utilizing EA's selected CX Software.

Note: This position will require periodic travel to EA Hunt Valley office or industry conference locations (less than 10%).

Required Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of hands‑on experience managing CRM platforms (e.g. ClientSavvy, Unanet, Cossential, Salesforce, HubSpot); ClientSavvy preferred.
• Demonstrated abilities in marketing and/or client acquisition in the A/E/C industry.
• Proven success in supporting CX sales and marketing operations through CRM strategy and execution.
• Strong analytical and problem‑solving skills with keen attention to detail.
• Excellent communication skills—written, verbal, and interpersonal.
• Ability to manage multiple priorities, work with numerous simultaneous project teams in a fast‑paced, dynamic environment.
• Proficiency in Microsoft Office Suite, especially Excel, Word, and Teams.
• Experience with CRM reporting tools.
• Proficiency using data visualization platforms.

Note: This position requires specific driving duties. You must be able to pass a motor vehicle records check required by our insurer.

Drug Screen Statement

Offers of employment are contingent upon successful completion of a drug screen.

Pay Range

$70,000—$75,000 USD

The EA pay range for this position is intended as a general guideline and does not guarantee specific compensation or salary. Factors considered when making an offer include job responsibilities, education, experience, knowledge, skills, abilities, internal equity, alignment with market data, and compliance with federal and state laws.

Why Join EA?

At EA, our core values are openness, balance, and challenge and we strive to improve the quality of the environment in which we live, one project at a time. Our professional, team‑centric culture promotes collaboration and flexibility and allows employees to guide their own career development path. To that end, we provide training and coaching to support ongoing development for our project managers and consulting engineers.

What We Provide

EA prides itself on servant leadership, career development for staff in all areas, and maintaining work‑life balance including flexible schedules. We have a tremendous base of positive client relationships that has resulted in a stable backlog of projects and opportunities for growth. We offer paid volunteer time, tuition reimbursement, knowledge sharing, industry advancement, professional associations, and industry conferences. EA is proud to offer a fantastic benefits package that includes the following:

• 401(k) with Employee Stock Ownership Plan (ESOP)
• Competitive Salary
• Low deductible health coverage for you and your family through Medical, Dental and Vision plans
• Generous paid‑time‑off policy
• Paid volunteer time
• Tuition reimbursement
• Professional Development
• Healthcare and Dependent Care Flexible Spending Accounts
• Employee wellness program

Accommodation Information

If you are interested in applying for employment with EA and require special assistance or accommodation during any part of the pre‑employment process, please contact the EA Talent Acquisition Office at recruitment@eaest.com. For TTY users, dial 711.

Equal Opportunity Employer Statement

EA is dedicated to providing equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Recruiting Agency Disclaimer

Recruiting agencies should not contact EA Engineering, Science and Technology, Inc., PBC directly with unsolicited resumes. Any unsolicited resumes submitted by a recruiting agency to EA via this website or email will be deemed the sole property of EA, and EA will not be responsible for any fee associated with such unsolicited resume.