Pearl is AI for professional services at global scale—combining advanced AI with verified human expertise to deliver help that’s accurate, accountable, and fast. Since 2003, our network has connected millions of customers with licensed professionals across 196 countries, making real expertise available anytime, anywhere.
Data driven: Data decides, not egos
Courageous: We take risks and challenge the status quo
Innovative: We're constantly learning, creating, and adapting
Lean: We focus on customers, using lean testing to learn how to serve them best
Humble: Past success is not a guarantee of future success
As a Business Systems Analyst (BSA) for CRM, you will play a pivotal role in shaping how we communicate with customers at scale. You’ll act as the primary business owner for Touchpoint, our in-house marketing automation platform, translating business communication and engagement needs into scalable, data-driven CRM capabilities.
This role sits at the intersection of Marketing, Product, Engineering, Analytics, and Branding. You’ll partner closely with stakeholders to define CRM strategy, prioritize initiatives, and deliver high-impact messaging experiences across email and SMS. You will balance day-to-day operational needs with longer-term platform evolution — including AI-driven personalization, experimentation, and cost efficiency.
Act as the primary business owner for Touchpoint, our in-house marketing automation platform.
Partner with stakeholders across Product, Marketing, Branding, Finance, and Engineering to gather, refine, and document detailed functional and non-functional requirements.
Ensure CRM capabilities evolve to support AI-driven segmentation, personalization, and retention use cases.
Balance operational needs with longer-term platform scalability and growth initiatives.
Support CRM communication requirements for emerging businesses (e.g., Fount), including onboarding flows, lifecycle messaging, and experimentation.
Help define repeatable CRM patterns that can be reused as new businesses launch.
Partner with CRM and Branding teams to define, execute, and analyze A/B tests aimed at improving engagement, retention, and customer satisfaction.
Continuously optimize email and SMS workflows to reduce messaging costs while maintaining or improving business performance (e.g. retention).
Use data and experimentation results to inform prioritization and roadmap decisions.
Act as the liaison with third-party messaging providers (e.g., Twilio).
Coordinate feature requests, issue resolution, and roadmap dependencies with external partners.
Support vendor performance reviews and cost optimization initiatives.
Collaborate with stakeholders to define, negotiate, and prioritize quarterly OKRs for the CRM development team.
Translate business priorities into clear, actionable backlog items.
Identify and resolve implementation blockers.
Run cross-functional status meetings and communicate progress, risks, and outcomes to stakeholders.
3+ years of experience in Business Systems Analysis and/or Business Analysis and/or Product Manager including end-to-end business requirements identification and gathering.
Hands-on experience with CRM or marketing automation platforms and designing/supporting email and SMS workflows.
Familiarity with lifecycle messaging, segmentation, and experimentation concepts.
Strong communication skills and ability to translate between business users and technical teams.
Proven ability to prioritize, make trade-offs, and drive decisions across multiple stakeholders.
Experience in cross-functional coordination with Product, Engineering, UX, QA, Marketing, and external partners.
Ability to work with AI-enabled CRM features, translating business needs into clear requirements.
Data analysis skills, including SQL querying, Excel, and BI tools (e.g., Power BI), are a plus.
English proficiency (at least strong upper-intermediate level).
We welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. Pearl is committed to an inclusive workplace. Pearl is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information see our AI Disclosure and Consent Policy. #LI-Remote
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