Customer Experience Consultant

Our clients need professional help designing and delivering differentiated customer experiences (CX) and we need help growing our team. This is a fully remote position that can be accepted as either full-time employment or contract services, available from any location in the United States.

About the role

A Customer Experience Consultant delivers customer experience solutions, including:

• Our proprietary customer experience framework that brings prescriptive action for predictable outcomes
• Evidence-based Best Practices which are data-driven accelerators created from customer experience research
• Business applications, such as Salesforce CRM and our customer experience tech stack for data management, process automation, information reporting, and scale
• Analytics such as data-driven pro forma models that bring predictability to the highest impact business outcomes

As CX delivery is an enterprise-wide effort, this position will work with our clients' marketing, sales, customer service, IT, and C-suite to architect and deploy CX solutions that improve customer relationships and company revenue growth.

Responsibilities

• Manage sales cycles to closure
• Deliver CX consulting services
• Manage service projects (including scope, time, cost, and quality) and project teams
• Grow client accounts
• Build executive-level trusted relationships with clients

A day in the life may include:

• Engaging clients to solve customer-facing challenges and capitalize on business growth opportunities
• Driving business development by aligning with marketing programs, growing the sales funnel, meeting prospects, creating sale opportunity win plans, and successfully closing sale opportunities
• Delivering consulting services by crafting strategy and go-to-market plans, then working with client stakeholders and staff to realize goals
• Building customer relationships to grow trust and become a trusted business advisor
• Partnering with talented peers, including sales professionals, marketing consultants, change management champions, Scrum Masters, or other experts

Requirements

• A minimum of 15 years CX work experience, either as a consultant or a company C-suite operator
• A minimum of 7 years full-time experience in implementing CX-specific technologies and processes
• A proven track record of successful sales and services delivery
• An ability to build, maintain, grow, and manage multiple relationships at the most senior levels within client organizations
• Strong communication skills with cross-functional company leaders such as the CEO, CRO, CMO, and CIO
• Ability to lead teams by influence and motivate others to execute and achieve target results by collaborating across functions in a matrixed environment
• Strong interpersonal skills and a passion for relationship building
• Experience delivering executive-level presentations
• Excellent analytical and problem-solving skills
• Strong leadership, coaching, and decision-making abilities
• Unquestionable professional integrity, credibility, and character
• Eligible to work in the United States without Visa or other sponsorship

Benefits

For full-time staff, we offer:

• A great work environment, internal tools, and technologies
• Advancement opportunities
• Above-market compensation
• A strong benefits program

About Johnny Grow

We are a specialist consultancy focused on revenue growth. We champion business performance and innovation by bringing together seasoned consultants, partnering with top technology publishers, and literally writing the book on business growth best practices.

Our culture is decidedly results-oriented and non-political. New colleagues—whether neophytes or veterans—are often surprised we seek their opinions and genuinely listen to what they have to say. Our corporate culture has been described as refreshing, invigorating, exciting, challenging, fulfilling, and fun.

Our values—family, philanthropy, community, and team—are as enduring to us as individuals as the company we are building. Our goal is to be a company that both our employees and clients never want to leave. We maintain a market niche leadership position because we are committed to attracting, hiring, and retaining exceptional colleagues who share our values, culture, relentless client focus, and passion for growth.