CRM Customer Transformation Leader
Slalom, LLC

Our Business Advisory Services teams help organizations of all kinds redefine what's possible, give shape to the future-and get there. We focus on high-impact projects, meeting our clients where they are to uncover business needs and deliver results. Our teams go beyond the expected to help clients move confidently through ambiguity and risk and drive more transformative outcomes.

Within BAS, our Connected Customer practice is focused on transformative thinking to place the customer at the center of the organization. We think strategically to help our clients realize value across:

• Customer Experiences: We build a competency for listening to customers, addressing customer concerns, and being proactive about their expectations.
• Process: We design integrated flows to create frictionless touchpoints for customers, sales, and enterprise teams.
• Technology: We leverage customer insights and develop platforms that enable enjoyable customer experiences.
• Organization: We implement a customer-centric culture and align the organization to best serve the customer.
• Innovation: We test hypotheses that anticipate customers' changing expectations.

What You'll Do

You are a business consultant who advises clients on how to prepare for and execute customer-focused transformation. This may include working to translate strategies into plans, guide them on how to leverage new technology and analytics to propel growth, react to new market trends and consumer behaviors, redefine their ways of working, and develop the capabilities needed for their next phase of growth - all while being an advocate for customer-centric change.

You have a natural curiosity for understanding the "why" and the "how" of customer-facing processes. You will play a key role in bringing together cross-functional teams to create seamless end-to-end flows that promote efficiencies and enhance customer experiences. You are vital in connecting the dots across different functional and technical groups to achieve business goals as a unified organization.

Responsibilities

• Establish customer experience strategies, define execution roadmaps, and develop operating structures and processes to help our clients reach their customer growth, customer experience, and/or product goals
• Understand and assess the client's business to identify pain points, process improvement opportunities, and recommended and/or design effective solutions to drive business value
• Craft and deliver quality solutions in business transformation areas, including operating and governance models, organizational design, capability development, product transformation, agile transformation, change strategy, and cultural transformation
• Assess current state documentation to prepare recommendations for improvements
• Design and develop future state processes and procedures to support business goals
• Position yourself with the client as a partner expert to build and maintain senior-level relationships
• Build trust by leading with empathy and active listening, finding commonality among diverse stakeholders

What You'll Bring

• 5+ years of proven experience conducting organizational current-state assessments, developing organizational/transformational strategies, and planning around organizational operating and governance models
• Experience designing business processes, decision-making, and interactions that drive business strategy and outcomes in marketing, sales, e-commerce, and quote to cash
• Strong investigative, analytical, and interpersonal communication skills, with the ability to work independently or as part of a team
• Ability to lead the design and facilitation of strategic planning sessions - helping align leaders around a shared mission, vision, and strategy of a business unit
• Proven experience in large-scale, complex business transformation and/or technology adoption efforts across front-end (CRM, CPQ, CLM) or back-end (AR, Billing & Invoicing, Order Management ERP)
• Able to purposefully identify risks, and drive action to mitigate and resolve issues
• Familiarity with different types of technical documentation (process maps, business requirements, system and architecture, user experience, application maps, test plans, user stories, etc.)
• Strong organizational skills and the ability to handle a vast array of information
• Familiarity with cloud-based and on-premise enterprise applications such as: NetSuite, SAP, Oracle ERP, Salesforce, Dynamics AX/CRM, Workday, etc.
• Expert skills in PowerPoint, Excel, Visio, and collaboration/facilitation tools such as Miro or similar

Bonus Qualifications

• 5+ years in a management consulting environment
• Solid knowledge in software delivery: Agile, Scrum, Kanban, SAFe, XP, and Lean
• Experience in B2B or B2C E-Commerce

Application Deadline

We will accept applications on an ongoing basis until a candidate is selected for the position.

EEO and Accommodations

Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

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