Customer Care Analyst
PerkinElmer - Cambridge, MA

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Job Description:
The Customer Satisfaction Analyst will plan and
implement the organization’s customer satisfaction
strategy employing social media, online customer
community building, and surveying techniques to achieve
goals. They will also be responsible for analyzing the
data and following up within the organization to ensure
customer satisfaction and help advance customer adoption
of products. We are looking for an energetic and
innovative customer care professional with high quality
standards and excellent communication skills, who can
further enhance our reputation for personalized service,
reliability and community care.
  • Develop and implement an overall relationship customer
satisfaction survey using industry standard best
practices
  • Identify, segment and survey accounts for customer
satisfaction
  • Analyze and report customer feedback back to the
organization
  • Work within the organization to ensure follow up on
action items based on the results
  • Create a customer follow up strategy and workflows
  • Develop survey frequency and communication strategy
best practices
  • Develop and implement an integrated social media
strategy and related customer community plan, to raise
customer satisfaction and awareness of our product
brands in alignment with organizational objectives and
policies
  • Launch and manage our Informatics blog; coordinate
with employees across the business to identify content
and industry thought leadership opportunities;
innovatively transform and communicate this information
through our blog and other social media platforms
  • Expand and actively manage our campaigns and
day-to-day presence in social networking sites including
Facebook, Twitter, LinkedIn, our in-house Customer
Forums, and other similar sites; monitor and respond to
online conversations and blogger lists; prepare a
digital calendar plan and write digital content
  • Measure the effect of our social media outreach and
analyze, review, and report on success of campaigns to
capitalize on results

Job Requirements:
  • Minimum of a Bachelor's degree in related marketing
field or science required, a combined marketing and
scientific background strongly preferred
  • 2+ years previous survey design and implementation
experience required
  • Frontline customer service experience preferred
  • 2+ years previous work experience in planning and
implementing social media marketing programs
  • Excellent understanding of leading social media
platforms (Facebook, Twitter, LinkedIn, YouTube,
Radian6, etc.), and their community members, and
knowledge of SEO principles in the social space
  • Dynamic social media presence, and an enthusiasm for,
and knowledge of, social media tools and concepts,
including a working understanding of analytics in the
social space; both a technical understanding of the
tools and strong social skills
  • Innovative, curious and entrepreneurial, and with the
ability to pick up new tools quickly
  • Excellent written , verbal and analysis skills; a team
player, able to develop and sponsor new ideas
Offer Relocation : No

About this company
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PerkinElmer hopes to perk up those looking to cure a disease or clean the environment. The company makes instruments and research products...