Customer Experience Consultant

Summary

Join Simpplr as a Customer Experience Consultant and partner with clients to ensure a smooth transition from Salesforce to AWS. You will provide hands-on configuration guidance, platform training, and enablement. This role involves collaborating with various stakeholders, conducting internal discovery sessions, and implementing projects of varying complexity. You will leverage your expertise in employee experience, internal communications, and software implementation to define solutions and educate customers. The position requires working North America hours and offers a competitive salary and benefits package. Simpplr is committed to providing a flexible work environment.

Requirements

• 4+ years in employee experience, internal communications, or related field
• 4+ years in employee experience platform technologies (Ex. Simpplr)
• 3+ years of consulting and enablement experience
• 3+ years experience in Salesforce or AWS infrastructure
• 2+ years of experience working remotely as part of an international team
• 2+ years supporting an international customer base and navigating various cultural differences
• Strong continuous learning background - able to quickly learn and incorporate new tools, technologies, and processes into day-to-day operations
• Experience using modern intranets or employee experience platforms - preferably, Simpplr
• Familiarity with using support ticketing tools (JIRA, Confluence, Zendesk, Salesforce)
• Familiarity with project management concepts (project planning, budgeting, forecasting, time tracking)
• Strong analytical skills with the ability to interpret data and trends to inform decision-making
• Active listener with the intent to understand rather than respond
• Able to lead multiple projects concurrently while setting and managing priorities
• Able to think creatively and try innovative approaches

Responsibilities

• Partner with customers to support their experience in migrating from one Simpplr back-end to another (SFDC to AWS) highlighting key benefits of the new Simpplr platform after migration
• Provide hands-on configuration guidance and best practices to customers focusing on key benefits obtained with the upgrade
• Liaise with the Migration team to support kick-off and migration activities focusing on Customer Experience throughout
• Conduct internal discovery and strategy discussions to identify customer business objectives and ensure they are mapped with the post-migration delivery experience
• Implement concurrent projects varying in size & complexity, providing expert advice appropriate to each organization’s Simpplr maturity
• Provide best practices guidance and suggested use cases, weaving together your knowledge of Software Implementation, Internal Comms, and Employee Experience
• Define solutions for both standard and unique use cases identified before or during the migration
• Educate and train customers on how to use Simpplr’s features and functionalities with the upgraded platform
• Collaborate with Simpplr Migration leadership to further evolve and scale the migration customer experience
• Collaborate with Customer Success, Project Management, Product, and Support to ensure a seamless customer experience from migration preparation to post-migration activities

Preferred Qualifications

• You have experience using or managing a Simpplr intranet
• You have a SaaS implementation or project management background
• You’re comfortable using basic HTML and CSS
• You have hands-on experience with AWS and/or SFDC as back-end architecture
• You’ve previously created a digital implementation/onboarding/migration program

Benefits

• Bonus
• Equity
• Benefits