30 Sep, 2021

Functional Consultant - Work From Anywhere

  • Admin
  • Remote
Full time Call Centre-Customer Service Consultant Marketing

Job Description

Datarati was founded in 2009 as one the first Salesforce partners in the Asia-Pacific region and is a member of the Salesforce global partner advisory board. We are a selected strategic partner for organisations looking to digitally transform their customer experiences. We help them do this by providing a dedicated team of passionate industry specialists who provide strategic consulting and advice, technical implementation and campaign management services. Datarati was the first partner globally to launch a dedicated digital marketing bootcamp and graduate program with a number of Asia-Pacific’s top universities to help customers access a future generation of trained and highly skilled resources.

Datarati is an employee centric company that was founded on a set of core values which shape our vision, align our team culture and reflect our shared beliefs. We believe in using data to predict what a customer is likely to do next and then using automation to deliver a personalised customer experience.

Customer Experience Team: a bit about the team

The Customer Experience (CX) team is at the forefront of the entire Marketing Automation technology landscape specifically in relation to Salesforce Marketing Cloud. This collaborative team works closely with the Technology & Delivery Teams to drive the Strategy and Growth within the customers account. The CX team is responsible for running the customer journey workshops, building customer roadmaps, gathering business requirements, documenting scopes of work, managing the customer relationship and delivering proactive consulting and ideas to improve the customer experience.

Your Responsibilities: a bit about you

Reporting to the Head of CX, the Functional Consultant at Datarati plays a crucial part in leading the digital transformation consulting on each customer account. This role collaborates with the Sales Team, Technical Team, Delivery Team and Operations Team. Meeting with both executive and end-user level customer stakeholders, the Functional Consultant will leverage their platform knowledge and Business Analysis skills to run Discovery and Design engagements on client projects. These workshops will produce high level EPICs and User Stories that will form the basis of the Build Team’s project timeline.

As a fully billable consultant you will be working across multiple accounts at the direction of the relevant Account Manager and/or Project Manager. The majority of your time will be spent during discovery and design phases, but may also include build and testing activities on larger projects.

Minimum Requirement: the nitty-gritty…

  • 2+ years working in a digital and data-driven marketing automation or CRM agency, or 2+ years in consulting and/or implementing Salesforce Marketing Cloud solutions.
  • Management experience with experience focused exclusively on the digital, data, automation or CRM space.

Preferred Skills and Experience: it’d be great if...

  • Consulting Background, familiar with Business Analysis and Project Methodologies (Waterfall and Agile).
  • Understanding of digital marketing, marketing automation and CRM best practices.
  • Experience in business requirements gathering and preparing scopes of work
  • Experience Storytelling, Storyboarding, and Customer Journey Mapping
  • Experience with presentation software including PowerPoint and Keynote
  • Pitching ideas and presenting to internal/external stakeholders
  • A passion for solving problems and delivering great solutions
  • 5+ years relevant work experience

Focus: distribution of your precious time…

40% Account Health: Overall growth and development of customer accounts by maintaining a high Net Promoter Score (NPS) and meeting profit goals on each account. Proactively present best practices to source new opportunities and elicit the business requirements for new campaigns/journeys and/or projects.

 

25% Strategy: Use the Datarati Dimensions workshop methodology to build the customer experience vision, align corporate and marketing objectives and map out and prioritise future state customer journeys. Present back a 12 month roadmap of journeys and align this roadmap with the Salesforce Account Executive.

 

15% Scoping: Work closely with business stakeholders and technical resources to uncover technical challenges and goals relating to digital marketing. Work closely with Technical Account Managers, Solution Architects, and Business Analysts to scope and then work with the Sales team to price Scopes of Work’s (SOW) before presenting them to customers for approval.

 

10% Training: You will be responsible for training and developing the Customer Experience (CX) team members (Technical Account Managers and Account Managers) and also other Datarati employees on the Datarati Dimensions workshop and roadmap methodology.

 

10% Live on the Bleeding Edge: Stay up-to-date on product development and roadmap, industry trends, and industry news and provide these insights on a regular basis to customers.

 

Focus: your new best friends…

 

60% - Enterprise Accounts (over $1M spend per year)

30% - Medium to Large Accounts (over $300K but less than $1M spend per year)

10% - Small to Medium Accounts (less than $300K spend per year)

Remote Status

100% Remote | Work From Home

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