Customer Success

Solution Ambassador

About Emplifi

It’s official, global digital marketing spend reached a record high of around $340 billion in 2020, and the future of CX management and social media spend is at the heart of every organization. This is why Emplifi has brought together world-leading specialists in everything CX and marketing related, to help innovative brands gain the insights they need to meet fast-changing expectations. As we work with some of the top Fortune 500 companies across the world, our mission is to help create powerful and progressive experiences across the entire customer journey.

 

Job Summary

As a Solution Ambassador, the individual will use project management, business analytics and technical know-how to assist clients as part of the Professional Services team. You will collaborate with clients to define and deliver an Emplifi roadmap that maximizes their investment and yields business value. The Solution Ambassador will be responsible for providing post-implementation support to our clients’ Emplifi solutions, explaining difficult concepts in business terms and solve problems quickly and efficiently. Developing trusting relationships and engaging clients to gather pertinent information will be essential in this position.

This is an individual role.

 

What You’ll Do Here

  • Exercise strong leadership skills, combined with strong business acumen and in-depth analytical skills to deliver desired business value and outcomes for our clients
  • Facilitate business process review workshops and perform a detailed analysis of client business requirements
  • Document a release roadmap tied to business value
  • Responsible for the evaluation and breakdown of business requirements into user stories with level of effort, pros / cons, best practices and recommended approach
  • Responsible for the documentation of user stories including acceptance criteria, assumptions & constraints, size, priority, and recommended solution
  • Create project deliverables such as business requirements, solution design, functional specifications, and report of findings
  • Responsible for managing the feedback loop for completed user stories through build
  • Configure the software using declarative functionality and framework
  • Migrate data from customer legacy systems using data migration tools
  • Responsible for managing and leading User Acceptance Testing including the strategy, implementation, reporting, and management of the end-user testing
  • Develop a training curriculum and deliver end-user training
  • Work collaboratively with onshore/offshore development team members and project managers
  • Be very proactive and responsible to drive business discussions
  • Manage conflict to successful, productive resolution
  • Guide, communicate, document and implement strategies to effectively help our clients manage change
  • Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product road mapping
  • Ensure client satisfaction

What You’ll Bring to Us

  • Bachelor’s degree preferred
  • 2+ years of client-facing experience engaging with different types of stakeholders, from C-Level to Practitioners
  • 2+ years of CX solution design/consulting, social media or digital marketing operating with web technologies, SaaS, online media or innovative online product environment
  • 5+ years of service delivery experience, preferably in a technical environment
  • Effective time and project management skills
  • Able to work well independently or in a team environment
  • Superior communications and presentation skills
  • A methodical and meticulous approach to preparation and execution

What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
  • Benefits package including Medical, Dental, Vision & Life Coverage
  • 16 days holiday
  • Gym Membership contribution
  • There’s more as well! Speak with us to find out all details!
position:
Solution Ambassador
département:
Customer Success
localisation:
Columbus
Type de contrat:
Full-time
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