CRM Lead (Salesforce or Zendesk)

The Support Enablement & Delivery Systems and Tools Lead is responsible for overseeing, optimizing, and aligning the systems, tools, and processes that power MRI Software’s global Support organization. This role serves as a strategic and operational bridge between Support leadership, system administrators, and internal application teams to ensure support tools are scalable, efficient, and consistently used across regions.

The role requires strong technical knowledge of support platforms, the ability to drive change in a global environment, and a data-driven mindset focused on improving customer self-service, case deflection, and operational efficiency—leveraging AI and analytics where appropriate.

What You Will Do

Systems & Tool Ownership

• Lead enablement, governance, and ongoing optimization of global support systems and tools, including:
  • Amazon Connect (Telephony and Chat)
  • Salesforce
  • Zendesk
  • Freshdesk
• Partner closely with internal application teams and lead a team of support system administrators to:
  • Manage system configurations and enhancements
  • Identify inefficiencies and implementation gaps
  • Ensure tools support scalable, consistent global workflows

Global Alignment & Process Improvement

• Drive global alignment across support systems, tools, and operating processes
• Define and improve standardized workflows and best practices across regions
• Help drive change management efforts to ensure adoption and consistent usage of tools and processes across global support teams
• Identify and eliminate process and tool friction that impacts efficiency, quality, or client experience

Support Enablement

• Enable support teams to effectively use systems and tools through:
  • Clear process documentation
  • Tool guidance and operational standards
  • Collaboration with enablement and training partners
• Ensure support delivery channels are optimized for agent effectiveness and customer outcomes

AI, Analytics & Self-Service Optimization

• Help to leverage AI capabilities across global support to:
  • Improve case deflection
  • Enhance knowledge discovery and self-service adoption
  • Increase process efficiency and first-contact resolution
• Define and monitor KPIs related to:
  • Customer self-service usage
  • Knowledge effectiveness
  • Case deflection and channel mix
• Use strong analytical tools and reporting to identify trends, act on insights, and drive measurable improvement

Measurement & Results

• Define, track, and drive performance outcomes tied to systems and tools
• Proven experience leading teams in a operational environment
• Use data to inform decisions, prioritize improvements, and demonstrate impact
• Assessment of systems performance against support KPIs and business objectives

What We Are Looking For

Required Experience & Qualifications

• 5+ years of experience in support enablement, support operations, or systems/tools
• Hands-on experience with:
  • Amazon Connect Telephony and Chat
  • Salesforce
  • Zendesk
  • Freshdesk
• Proven experience managing and improving support delivery systems
• Demonstrated ability to drive results and implement change across a global support organization

Skills & Competencies

• Strong systems-thinking and process optimization mindset
• Experience leveraging AI and analytics to improve support outcomes and efficiency
• Excellent analytical skills with the ability to act on KPI insights
• Strong written and verbal communication skills, particularly for global stakeholder alignment
• Ability to influence without authority and work cross-functionally across  teams and timezones

Nice to Have

• Experience supporting SaaS or enterprise software organizations
• Familiarity with case deflection strategies, knowledge management tools, and self-service strategies
• Experience working across multiple time zones and regions
• Exposure to workforce management, quality, or incident management best practices

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!