Senior Business Value Consultant at Khoros

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Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success.
The Sr. Business Value Consultant works with customers and prospective customers to discover, unlock, and validate the business value of customer engagement. You will have deep experience in analytics, customer experience, online communities, social marketing or care, and digital consulting. You will work with sales and customer success teams to define account strategy and align customer executive priorities with our solutions. Lead the development and delivery of executive-level business value and strategy presentations. Build and lead discovery workshops with customers focused on social technology. Educate the sales team on appropriate positioning of strategic assessments within their account base. Provide feedback to product marketing on messaging and content. You'll be able to inspire customers by providing thought leadership, leading customer engagement workshops, and speaking at local and regional events to help some of the world's most iconic brands to better engage with their customers. The perfect candidate is an intelligent individual who is passionate about consulting with large brands working alongside sales and customer success. As part of the Vista Equity family, you'll receive best in class development opportunities and the ability to work with some of the world's leading brands.
The Khoros engagement platform comprises Online Community, Customer Experience Analytics, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations - creating deep relationships and fostering brand loyalty and advocacy.
The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers.
Focus:
This role will be focused on our Customer Experience Insights (CXI) application, which is an industry-leading customer conversation analytics platform that uses NLP, text analytics, data normalization, and analysis capabilities to turn every form of customer interaction into a data source for Customer Experience Analytics. We analyze phone calls, chats, emails, Reddit, Facebook, Instagram, surveys, SMS, product reviews, app reviews and much, much more.
The objective of this role is to showcase the ROI and value of the CXI platform to prospects and customers, while working with the broader sales team to elevate the overall Customer Experience ecosystem within a company.
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Responsibilities
  • Play a key partner role to sales teams throughout the sales cycle offering an experienced practitioners perspective to customers and prospects.
  • Develop and deliver strategic business value presentations to senior customer leaders.
  • Collaborate with your Khoros team to achieve successful customer outcomes
  • Analyze customer data to uncover and recommend improvements to Customer Experience journeys
  • Train clients on how to find insights using CXI so they can be self-sufficient
  • Ensure full adoption of the CXI application across client organization, and fulfillment of ROI objectives
  • Identify thought leadership opportunities regionally to build relationships with customers.
  • Partner with product marketing and other internal teams to bring industry expertise and best practices.
  • Create new content and consultative solutions to help support sales and account management teams
  • Maintain a finger on the pulse of wider customer experience and digital industry trends.

Qualifications
  • Bachelor's Degree or equivalent experience
  • 3+ years of experience focused on business value, analytics, or customer experience
  • Proven experience consulting or advising large enterprise brands
  • Ability to develop business value cases
  • Track record of excelling in a multi-threaded environment - balancing needs across multiple projects or clients
  • Excellent analytical and communication skills
  • Experience working with large data sets for analysis purposes
  • Strong presentation skills including advanced PowerPoint skills required
  • Prefer experience with analytic or Voice-of-Customer or Customer Experience software
  • Experience working with Natural Language Processing, linguistic models, and creating libraries of significant terms would be very useful
  • Ability to explain customer behaviors and patterns using data visualization software
  • Experience working with senior (C-Suite, VP, and Director-level) client personnel, preferred
  • Comfortable with a fast paced, rapidly changing environment
  • Ability to grow and scale upward with a fast-growing company
  • Able to travel up to 50% (when travel permitting)

This role is budgeted in the $145,000 - $160,000 OTE range. Salary will ultimately be based on a candidate's experience and external market factors.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • KubernetesLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Khoros

What are some social events your company does?

Khoros embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences (mixology contests, candle making, mindfulness classes), quarterly volunteer opportunities, and partnerships with local nonprofits.

Laura Whitefield

Senior Executive Assistant & Cultural Specialist

What does your typical day look like?

My day starts with a quick check of Slack for anything urgent. Daily meetings include selecting new vendors, working on implementations, supporting the business with projects, or having 1x1s. I try to block time for focused project work, daily walks, and lunch away from my desk. In between, I'll catch up on our social Slack channels!

Deb de Freitas

Director, Business Systems

How do your team's ideas influence the company's direction?

It’s our mission to internally plug Strategic Services into every team throughout Khoros. We’re super-users of the product, so we provide input and feedback. We interact with customers daily, so we convey what they’re asking for, and we want to facilitate collaboration to make an even stronger “One Khoros.”

Spike Jones

General Manager, Khoros Strategic Services

What are Khoros Perks + Benefits

Khoros Benefits Overview

Our employees are the heart of Khoros. We live better thanks to our competitive benefits package and employee-first culture. Employees can take care of themselves, their families, and also lead a healthy work-life balance. This includes working-from-home, office, or hybrid, volunteering for their communities, and competitive health & life insurance plans, in addition to wellness benefits and programs. Each Khoros office also features location-specific perks, such as commuter benefits, catered lunches, and recreational clubs. We recently earned a TrustRadius Tech Cares Award, highlighting our strong corporate social responsibility (CSR) efforts.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Khoros provides Austin employees with free lunch on Monday, Wednesday and Friday and breakfast on Tuesday and Thursday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
$50/month offered for employee wellness
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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