Senior Customer Experience Consultant (Req# 1790) at SugarCRM

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

8+ years of experience in the CRM domain, with at least 5 years in hands-on CRM implementations
Deep knowledge of cloud-based CRM solutions and enterprise business processes
Proven ability to lead and participate in requirements workshops and solution prototyping
Strong fit-gap analysis against product capabilities, and the ability to distinguish configuration from customization
Experience producing high-quality functional requirements documents and traceability matrices
Proficiency with both Agile and Waterfall delivery methodologies
Excellent written and verbal communication skills
Ability to work collaboratively across cross-functional delivery teams

Responsibilities

Own the requirements-gathering process and validate client needs through interviews, workshops, and documentation
Translate business requirements into functional specifications, including: User Stories, Use Cases, Process Flows, Process Modelling, Entity Relationship Diagrams, Data Dictionaries, Data Mapping, Data Modelling, System Context and Design Diagrams
Create and manage test plans and test cases that ensure successful deployments
Communicate clearly and confidently with both business stakeholders and technical teams
Support pre-sales efforts, contribute to proposal development, and deliver client training
Play an active role in building internal consulting capabilities through documentation, knowledge sharing, and mentoring

Skills

Key technologies and capabilities for this role

CRMSugarCRMRequirements GatheringSolution DesignConfigurationDeploymentWorkshopsDocumentationClient TrainingProposal Development

Questions & Answers

Common questions about this position

What experience level is required for the Senior Customer Experience Consultant role?

The role requires 8+ years of experience in the CRM domain, with at least 5 years in hands-on CRM implementations.

Where is this position based?

The position is based in North Sydney.

What key skills are needed for this role?

Candidates need deep knowledge of cloud-based CRM solutions and enterprise business processes, proven ability to lead requirements workshops and solution prototyping, and strong fit-gap analysis skills to distinguish configuration from customization.

What is the company culture like at SugarCRM?

SugarCRM values personal and professional growth, work/life balance, and flexibility for employees, with a diverse global team passionate about helping customers succeed, and is recognized as a Great Place to Work.

What makes a strong candidate for this position?

A strong candidate will have extensive CRM implementation experience, skills in translating business requirements into functional specifications like user stories and process flows, and the ability to communicate with stakeholders while supporting pre-sales and training.

SugarCRM

CRM software for customer relationship management

About SugarCRM

SugarCRM provides a suite of tools for Customer Relationship Management (CRM) aimed at helping businesses foster strong customer relationships. Its main product is a CRM platform that combines customer data, sales, marketing, and service functions into one system. This platform automates customer interactions and offers businesses a detailed view of their customers, allowing them to anticipate needs and provide personalized experiences. SugarCRM also offers specialized solutions like Sugar Market for marketing automation and Sugar Enterprise for customizable applications, which help businesses manage leads and improve customer satisfaction. Operating on a subscription model, SugarCRM ensures ongoing revenue and regular software updates, while also offering training and support to help clients maximize their use of the platform. The goal of SugarCRM is to empower businesses to enhance their customer experience through intelligent automation and data insights.

Cupertino, CaliforniaHeadquarters

2004Year Founded

$135.4MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Company Match

401(k) Retirement Plan

Unlimited Paid Time Off

Paid Parental Leave

Employee Referral Bonus

Risks

Increased competition from AI-driven CRM solutions like Salesforce's Einstein GPT.

Rising data privacy regulations could increase compliance costs for SugarCRM.

Subscription fatigue may impact SugarCRM's recurring revenue model.

Differentiation

SugarCRM offers a highly customizable CRM platform for diverse business needs.

The company integrates advanced analytics and automation for personalized customer experiences.

SugarCRM's platform supports seamless integration with other business tools and systems.

Upsides

SugarCRM's new GenAI capabilities promise to enhance productivity for midmarket businesses.

The company has been recognized as a leader in the CRM industry by multiple awards.

Growing demand for cloud-based CRM solutions aligns with SugarCRM's subscription model.

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