Senior Care Change Management 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. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.

 

The Khoros engagement platform comprises Online Community, Social Media Management and Digital Call Center Technology products. We enable social customer service, social support and social media marketing. We help teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.

 

Our Customer Experience team is seeking a Senior Change Management Consultant to establish a Change Management center of excellence within Khoros that supports Contact Center Digital Transformation needs across all touch-points of the Enterprise Customer Journey. This Senior Change Management Consultant will focus heavily on collaborating with internal teams to drive the development of tools and processes to support both operational and business change management in the Contact Center.

 

This role will report to the Vice President of Customer Experience and work closely with the Sales and Professional Services team to enable world-class service and solutions for Khoros customers.

Responsibilities

  • Collaborating with the Sales Team in key stages of the sales cycle - including establishing Khoros as a qualified partner, understanding customer needs and crafting responses to articulate how Khoros supports those needs, and pitching Khoros’ capabilities. 
  • Developing and delivering compelling custom presentations to highlight Khoros’ Change Management expertise to a specific prospect or customer drawing heavily on past large-scale Change Management efforts. 
  • Guiding the development, pricing, and proposal of comprehensive Change Management approaches and engagements in our most strategic deals.
  • Establishing best practices for enabling the rapid adoption of new Contact Center business strategies across the organization.
  • Training internal team members to integrate these best practices into ongoing services delivery and Customer Success Management, and to deliver operational and business change management services to Customers utilizing those tools and processes.
  • Partnering with Khoros and Customer stakeholders to define KPIs to monitor and track customer adoption, success, and usage of the tools as they align with customer business objectives.
  • Establishing models to assess change impact both in Contact Center operations and in the achievement of broader Customer business objectives
  • Establishing repeatable methodologies and tools for supporting change management/ digital transformation conversations, scoping, and planning as part of the project scoping and sales process.
  • Building repeatable consultative models and deliverables for evaluating customer and prospects Current Contact Center approaches and desired business outcomes, recommending an immediate plan for change including introduction of new channels and workflows in alignment with the Khoros Care platform, and establishing expected outcomes that demonstrate the ROI of the change.
  • Establishing change readiness assessment tools for prospects and Customers then utilize these to support Deal Teams in their consultative selling approach.
  • Up-level the capacity of the field to discuss change management in the Contact Center and establish confidence in Khoros as a Change Management partner.

Qualifications

  • BS/BA degree or relevant experience
  • 10+ years working as a Change Management Consultant in a consultancy working with Fortune 1000 brands
  • Excellent communication skills and the ability to convey ideas and concepts to clients which may include executive levels of management.
  • Experience and passion for supporting scoping, proposal development, and change impact assessments.
  • Comfortable operating in dynamic, fast-paced efforts, very comfortable with change and ambiguity while delivering against project objectives.

Preferred Requirements

  • Experience with elements of Digital Transformation in Contact Centers or deployment of SaaS software.
  • Certification in or knowledge of Change Management methodologies (i.e. Prosci).
  • Deep cross-team collaboration expertise.
  • Experience training new teams and implementing processes across an organization.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases

Location

7300 Ranch Road 2222 , Austin, TX 78730-3204

An Insider's view of Khoros

What are some social events your company does?

Khoros Austin 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 non-profits.

Laura Whitefield

ATX Senior Executive Assistant & Cultural Specialist

How does the company support your career growth?

After trying on quite a few different roles, I feel so fortunate to have found the perfect one for me. My managers have always been so helpful in making sure to elevate and help me prep for the right opportunities to provide value for the company and help me transition into a role that I love.

Sidney Gomez

Sales Engineer

How has your career grown since starting at the company?

I've had multiple opportunities to learn and grow at Khoros. I began as a Recruiter and was promoted to Recruiting Lead within a year. Having worked in recruiting a while, earlier this year, I was interested in a career shift and was supported through a transition into Sales Engineering. My career has grown exponentially since being at Khoros.

Kristine Lim

Associate Sales Engineer

What are Khoros Perks + Benefits

Khoros Benefits Overview

Khoros offers a competitive benefits plan that empowers employees to make decisions that best benefit themselves and their families. By incorporating exceptional benefits with office-specific perks and a work-life balance, Khoros delivers an exceptional employee experience for its global team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
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
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
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
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
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
$50/month offered for employee wellness
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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