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Company Name Confirmit
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As a Customer Experience Consultant, you will leverage your knowledge in CX (customer experience) and customer insights to help prospects and clients drive business change via implementation or development of their Customer Experience program.

Responsibilities

  • Build trusted partnerships through the provision of best practice advice and CX thought leadership including webinars, print, social media and conferences;
  • Alongside the Sales team, ensure a deep understanding of client needs and develop compelling proposals and presentations throughout the sales process;
  • Working with a team of implementation experts, define requirements, success criteria and design effective Customer Experience Programs including data collection methods/survey wording and high-level design of analysis and reporting structures within the platform;
  • Support Account Managers in the review of client programs and providing best practice advice on next steps.

Qualifications

Overall, this individual must be capable of working in a time-compressed, highly dynamic and potentially ambiguous sales or client situation to ensure innovative, impactful solutions are developed, and milestones and deliverables are achieved.

CX Experience

  • Broad knowledge of the customer experience industry and tools to achieve business results through CX, gained through hands-on experience.  Deep knowledge of 1-2 CX disciplines such as Voice of the Customer programs and technology, customer insights, metrics and analytics, or market research methodology preferred;
  • 8+ years' experience in customer experience, VoC market research, service design, user experience design or related discipline – client-side or as a consultant; ideal candidate will have both.

Sales Acumen

  • Strong sales acumen and the ability to see broader issues and solutions vs. merely features/benefits; will work as part of team with a sales person and a sales engineer on larger opportunities;
  • Action orientation, and the ability to provide practical advice driving demonstrable customer success linked to business results;
  • Professionalism and capability to engage with executive-level audiences;
  • Confident and persuasive style of interpersonal and written communication;
  • Experience in writing proposal documents for large, complex opportunities.

Interpersonal Skills

  • Superior communication skills that enable you to effectively explain Confirmit’s Customer Experience offerings to a wide range of audiences including customers, prospects and partners.  You must be confident in discussions with senior C-Suite business leaders and able to position value within a business context based upon your relevant experiences;
  • Ability to build strong relationships, inspire confidence  and influence at all levels within a client organisation and internally;
  • Strong facilitation skills.

Other Skills

  • Technology bias – preference to deliver value via a technology platform vs. consulting;
  • Strong time and project management skills, with the ability to work independently and remotely or during travel;
  • Responsible and conscientious communication skills to keep teammates and co-workers up to date on activities.

Education

  • Bachelors’ Degree or equivalent required;
  • Masters’ Degree in business, communications, consulting, research or other relevant degree a plus.

Travel

  • This role requires up to 40% travel.



Division
Internal Reference Code/Reference No.
Location Name United States
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