Senior Consultant

Job Description

About SugarCRM

SugarCRM helps businesses everywhere provide the most outstanding experiences of all time — for every customer, from anywhere in the world. We’re building a world where companies can act as fully functional extensions of their customers. Where teams can anticipate needs long before customers even realize they have them. Where sales, marketing and services are fully freed to focus on people instead of processes. We bring innovation, transparency, integrity, value and passion to all we do to cultivate customers for life.

• Spearhead a new class of service offerings to address the Mid-Market for Sugar
• Hands on billable role, that can organically build out a new team; Must help win and deliver new customer projects
• Reinvent service mindset to address a new segment of the market
• Build rapport and gain respect / confidence of internal stakeholders and Customers
• Uphold the company core values (Integrity, Open, Innovation, Value and Passion) throughout every interaction

1. Strategic
   • Develop and promote an inspiring vision for Mid-Market Services offerings. Capture the essence of an unbeatable customer experience that is the envy of the competition and set new benchmarks
   • Engage in strategic planning and execution. Ensure Services remains relevant and effective across the sugarcrm organization, customers, partners and wider stakeholder community
   • Work closely with Sugar Sales to gain their respect and confident in utilizing the Mid-market Projects team for winning new business
2. Delivery
   • Maintain a high level of personal billable work (exceeding 70% utilization on a quarterly basis)
3. Process
   • Work with the VP Projects to develop and maintain:
     • Packages which are clear, concise and describes how sugar can effectively meet or exceed its obligations and fulfil its purpose
     • Procedures that enable the team to deliver projects that are consistent, repeatable and scalable
4. Innovation
   • Continually look for, and implement new ways to deliver or improve services engagements
   • Implement a culture, practices and systems that allow the mid-market team to run at speed and are not constrained by existing Enterprise practices.
   • Make use of technology, processes, or platforms that either i) improves project outcomes for customers, partners and/or sugarcrm; 2) lowers the cost of providing services

1. Create a framework to cater to Mid-Market business and with a vision to grow the business
2. Develop Mid-Market Service offerings
3. Engage and build relationships with Mid-Market Sales team to identify new business opportunities
4. Engage during pre-Sales to credential Sugar and Services capabilities
5. Coordinate project and manage customer and Sugar resources for project deliverables
6. Research industry patterns and make a case for building reusable assets
7. Establish appropriate KPIs to regularly monitor and report project activities
8. Foster a culture of engagement and excitement. Build meaningful people relations to foster a results-driven environment where employees feel empowered
9. Domestic travel (up to 30%)

• A deep understanding of CRM best practices
• Deep working knowledge of one or more tools such as: SugarCRM, Salesforce.com, Microsoft D365, Zendesk, Hubspot, BPMOnline
• Experience creating and delivering implementation packages
• Experience in Mid-Market services engagements with Business Analysis and Project Management responsibility
• Experience in demoing software applications in product pre-sales and/or providing training for customers
• Experience working with global and offshore teams
• Experience working with Sugar products is a Big Plus

• 5+ years of working in a Partner or Vendor in the a SMB services organization
• Experience estimating work effort and in contracting (SOW, change orders, etc.)
• Experience managing projects – timeline, resources and financials
• Understanding of implementation methodology and practices – Agile, SCRUM, etc
• Experience facilitating requirements sessions with business users, IT and senior management

We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some great benefits and perks:

• Competitive salaries
• Excellent medical, dental and vision coverage for you and your family, along with other benefit plans including 401(k) match
• Unlimited Paid Time Off
• Wellness Reimbursement Program
• Career & Personal Development Program – multi-platform
• Ownership is the greatest self-identity at SugarCRM - you are making an immediate impact
• We are a merit-based company - many opportunities to learn, excel and grow your career