Implementation Consultant - Omnichannel

3 days ago

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Fortive

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Professional Instrumentation • Industrial Technologies • Healthcare Solutions • Precision Technologies • Software-Enabled Workflow Solutions

10,000+

💰 Post-IPO Equity on 2020-03

Description

• The Omnichannel Implementation Consultant will play a crucial role in designing, implementing, and optimizing omnichannel support solutions that enhance a personalized customer experience across multiple touchpoints such as portals, chat, telephony, email, and other communication platforms. • This role involves collaborating with product support teams, IT, and other stakeholders to ensure the seamless integration of systems, improve support workflows, and enable data-driven decision-making. • The consultant will focus on delivering a scalable, efficient, and high-value customer support experience by leveraging cutting-edge technologies. • This individual will act as liaison between Product Support team and product team to modernize product support tech stack. • Lead the design and execution of an omnichannel strategy that enhances customer support experience across various platforms and touchpoints, including chat, portals, telephony, and email. • Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows. • Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance. • Work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs. • Identify opportunities for automation, AI, self-service capabilities, and process enhancements to reduce ticket volumes and improve resolution times. • Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools. • Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met. • Continuously assess the customer journey and feedback to refine and improve the overall support experience across all channels.

Requirements

• Education: Bachelor’s degree in a Business, Information Systems, or a related field • Experience: 3+ years in customer experience role, with at least 2 years focused on omnichannel platforms within B2B SaaS industry. • Technical Skills: Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center; experience with multi touchpoint chatbots, telephony integrations, and customer portal design. • Problem-Solving: Ability to analyze complex problems, identify root causes, and implement solutions effectively. • Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders. • Collaboration: Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments. • Analytical Mindset: Proficiency in data analysis, with the ability to generate insights and reports that drive platform optimizations and process improvements. • Certifications: Certifications in relevant platforms like Salesforce, ITIL, or PMP (preferred but not required). • Experience with AI-driven customer service tools or chatbots. • Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) related to customer support operations. • Understanding of customer journey mapping and design thinking methodologies. • Familiarity with Agile methodologies