Customer Experience Advisory Consultant
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Customer Experience Advisory Consultant
Ref No.: 18-04413
Location: Austin, Texas
Position Type:Contract
Start Date: 05/07/2018
Position: Salesforce Customer Experience Advisory Consultant
Duration: Ongoing Contract
Location: Fully Remote
Rate: DOE

The advisory consultant will be making recommendations around how to best employ the Salesforce Clouds to align to the priorities and enablement of the desired end-to-end customer experience lifecycle and enable the customer journeys. 

Responsibilities:
  • Aligning closely with Account and Services Sales teams to own advisory pre-sales activities such as scoping, solutions, SOW development and project staffing
  • Leading the development of client-specific advisory proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
  • Provide Subject Matter Expertise related to a proposed solution and client needs in order to ensure successful project delivery
  • Providing advisory lead oversight to the project team during the full lifecycle of the consulting engagement
  • Lead customer experience advisory services as a SME or as a project lead to develop strategies, roadmaps, business process design, customer personas, user experience, customer journeys, etc.
  • Provide insight driven recommendations to help client transform their business across sales, service and marketing functions underpinned by process and data integration
  • Help clients understand the business process, organization and data/integration impacts that will need to be addressed to enable enhanced customer insight to drive the desired customer interaction
  • Lead and develop business solution architectures that align to the customers needs
  • Develop, Retain and nurture client relationships pre and post-engagement to ensure ongoing opportunities are realized and acted upon appropriately
  • Deep understanding of factors that drive customer success for Salesforce (or similar) implementations and how they directly contribute to long-term customer retention
  • The ability to proactively identify and mitigate risks to customer success
  • Proactively mitigate and manage critical escalations and at-risk accounts
  • communicate effectively and appropriately with internal and external leaders and executives

Must Have's:
  • 2 or more Salesforce.com certifications
  • BA/BS or equivalent experience
  • Ability to travel 75-95%
  • Experience delivering consulting services, including team leadership and active involvement in selling professional services
  • Experience managing C-level client relationships, including escalation resolution
  • Enterprise-level project management experience
  • Experience operating in a pre-sales environment, shaping and scoping advisory projects
  • Experience as a functional architect or consultant in a mid to large sized organization focused on CRM, Customer Engagement, or Digital Marketing
  • Able to command a group audience, facilitate solutions and lead discussions such as marketing strategy, sales transformation, customer service, customer engagement, social enterprise strategy, mobile strategy and executive-level requirement gathering sessions
  • Enterprise transformation experience, including a track record of selling targeted engagements that will underpin Salesforce's "customer company” strategy
If interested and qualified, please send resumes to Jaz at Jazmine.Washington@mondo.com!