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Senior Consultant - Customer Experience Management

Overview

The Senior Consultant is a key role responsible for planning, coordinating, and executing activities part of the Customer Transition Program designed to maintain business continuity for managed customers during periods of internal business change. The Senior Consultant is focused on strengthening customer relationships aligned to business priorities and is responsible for maintaining customer business continuity and minimizing customer dissatisfaction. This position requires a blend of strategic planning, exceptional organizational skills, and the ability to deliver outstanding experiences for customers. The ideal candidate will be adept at managing large customer datasets to identify high-risk accounts, engaging stakeholders to drive alignment, and ensuring that each customer relationship transitions exceeds expectations.

Key Responsibilities

· Transition Impact Assessment. Perform transition analysis once the Global Strategy Team releases the Sales Model and Segmentation.

· Communications Kit. Review assets for internal landing and customer communications and tailor formats of existing communication templates to target audiences. Deploy customer emails on behalf of sellers for transitions for a select number of scenarios.

· Data Triage. Access, triage, and consolidate data elements that support the execution of sending communications to customers on behalf of sellers.

· Enablement BoM, Comms Plan, amp; Field Landing. Support and execute the master landing and communications plan and schedule. Tailor readiness content. Launch, train field teams, and manage change. Ensure transition scenarios are socialized and approved with/by appropriate teams, e.g., Sales, Legal, and Marketing.

· Project Plan amp; Stakeholder Map. Identify deliverables to be created with key activities required in support of the workstreams, including key stakeholders that need to be consulted and informed.

· Tracking amp; Reporting. Support the tracking and reporting of customer transition activities.

· Get to Green Plan. Perform ongoing analyses on customer transition completion by role, geography, and/or segment, and provide high-level summary to senior management.

· Lessons Learned. Document and consolidate themes, lessons learned, and areas of improvement that result from the execution of customer transitions.

· Executive Summary. Generate executive summary with highlights, lowlights, select verbatims, recommendations, and next steps.

Qualifications

· Education: Bachelor's degree in Computer Engineering, Marketing, Business Administration, or a related field.

· Experience: Minimum of 15 years of experience developing and managing global programs for multi-layered F500 companies, with a focus on sales or operations. Experience in working and/or managing multidisciplinary teams and stakeholders across different functions and geographies. 5+ years of experience in high tech XaaS is preferred.

Skills

· Exceptional organizational and project management skills.

· Strong communication and interpersonal skills.

· Ability to work under pressure and manage multiple events simultaneously.

· Proficiency in managing large datasets to identify key scenarios and trends.

· Creative problem-solving abilities.

· Financial acumen and budget management skills.

· Multi-lingual fluency a plus.

Attributes

· Customer-focused mindset with a commitment to excellence.

· Detail-oriented and highly organized.

· Proactive and able to anticipate needs.

· Adaptable and flexible to changing circumstances.

· Team player with strong collaborative skills.

Working Conditions

· Location: Fully Remote.

· Hours: Flexibility is required, as client meetings may occur outside of regular business hours.

· Environment: Fast-paced and dynamic environment. The ability to adapt quickly to changing conditions is crucial.

Work authorization

· This position requires proof of United States Citizenship along with authorization to work in the United States.

Why Join Us?

· Impact: Play a vital role in creating memorable experiences for our valued customers.

· Growth: Work alongside some wicked smart people to help in your professional development.

· Culture: Join a supportive and innovative team that values diversity, drive, and quality delivery via creativity and collaboration.

The Senior Consultant is a pivotal position that combines creativity, strategy, and execution to deliver exceptional customer experiences. If you are passionate about sales operations and thrive in a detail-oriented and customer-focused environment, we invite you to apply and become a part of our dynamic team.
Equal Employment Opportunity
Bloom Consulting amp; Project Management Group Inc. is an equal opportunity employer. Bloom does not discriminate or permit discrimination in any aspect of recruitment, hiring, compensation, promotion, discipline, termination, or other terms and conditions of work on the basis of race, color, creed, religion, age, sex, sexual orientation, gender identity or expression, national origin, citizenship or immigration status, disability, military status, marital status, familial status, predisposing genetic characteristics, status as a victim of domestic violence, or any other status protected by applicable federal, state, or local law.