Customer Experience Consultant (18 month Fixed Term Contract)

Position Overview

• Location Type: Not Specified
• Job Type: Not Specified
• Salary: Not Specified

Simpplr is seeking an experienced Customer Experience Consultant to join their Salesforce to AWS Migration program. This role focuses on providing the Customer Experience layer during the migration, acting as a trusted advisor to customers, preparing them for the migration, and providing platform training and enablement post-migration. The consultant will also provide hands-on configuration and guidance for new features resulting from the upgrade to ensure customers gain long-term value from the platform. This position requires working North America hours.

Who We Are

Simpplr is an AI-powered platform that unifies the digital workplace, enhancing employee experience through engagement, enablement, and services. It streamlines communication, simplifies interactions, automates workflows, and elevates the daily work experience. The platform is intuitive, extensible, and integrates seamlessly with existing technology. Over 1,000 organizations, including AAA, the NHS, Penske, and Moderna, rely on Simpplr to build more aligned and productive workforces. Simpplr is headquartered in Silicon Valley with global offices and is supported by investors such as Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

Responsibilities

What you will be doing:

• Partner with customers to support their experience migrating from one Simpplr back-end to another (SFDC to AWS), emphasizing the benefits of the new Simpplr platform.
• Provide hands-on configuration guidance and best practices to customers, focusing on the advantages of the upgrade.
• Liaise with the Migration team to support kick-off and migration activities, ensuring a focus on Customer Experience.
• Conduct internal discovery and strategy discussions to identify customer business objectives and align them with the post-migration delivery experience.
• Implement concurrent projects of varying sizes and complexities, offering expert advice tailored to each organization's Simpplr maturity.
• Provide best practices guidance and suggested use cases, leveraging 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 using Simpplr's features and functionalities with the upgraded platform.
• Collaborate with Simpplr Migration leadership to evolve and scale the migration customer experience.
• Work with Customer Success, Project Management, Product, and Support teams to ensure a seamless customer experience from migration preparation to post-migration activities.

Requirements

Your Qualifications:

• 4+ years in employee experience, internal communications, or a related field.
• 4+ years in employee experience platform technologies (e.g., Simpplr).
• 3+ years of consulting and enablement experience.
• 3+ years of 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, with the ability to quickly learn and incorporate new tools, technologies, and processes.
• Experience using modern intranets or employee experience platforms, preferably Simpplr.
• Familiarity with 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 list