Senior Customer Experience Consultant

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work. 

Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. 

If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey. 

We are seeking a highly experienced and dedicated Senior Customer Experience Consultant to join our team and contribute to the development, configuration, and deployment of end-to-end solutions.

Based in North Sydney, SugarCRM partners with clients across Australia in a diverse range of industries. We engage strategically on transformational projects, bringing a business-oriented, consulting-led approach to every engagement.

We offer an entrepreneurial and supportive culture that empowers you to shape your career, grow your skills, and make a real impact. Our team enjoys a flexible working environment, a strong sense of collaboration, and a competitive remuneration package that rewards performance.

About the role

In this key position, you will play an active role across multiple phases of the delivery lifecycle. You’ll be involved in requirements gathering, solution design and refinement, and guiding teams through project processes and deliverables. You will also support proposal development, client training, and internal capability building. This role presents a unique opportunity to contribute meaningfully to our business's ongoing innovation and success.

• Own the requirements-gathering process and validate client needs through interviews, workshops, and documentation
• Translate business requirements into functional specifications, including: User Stories, Use Cases, Process Flows, Process Modelling, Entity Relationship Diagrams, Data Dictionaries, Data Mapping, Data Modelling, System Context and Design Diagrams
• Create and manage test plans and test cases that ensure successful deployments
• Communicate clearly and confidently with both business stakeholders and technical teams
• Support pre-sales efforts, contribute to proposal development, and deliver client training
• Play an active role in building internal consulting capabilities through documentation, knowledge sharing, and mentoring

• 8 years of experience in the CRM domain, with at least 5 years in hands-on CRM implementations
• Deep knowledge of cloud-based CRM solutions and enterprise business processes
• Proven ability to lead and participate in requirements workshops and solution prototyping
• Strong fit-gap analysis against product capabilities, and the ability to distinguish configuration from customization
• Experience producing high-quality functional requirements documents and traceability matrices
• Proficiency with both Agile and Waterfall delivery methodologies
• Excellent written and verbal communication skills
• Ability to work collaboratively across cross-functional delivery teams

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

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

- Benefit Stipend

- Health &Wellness Reimbursement Program

- Educational Resources - Career & Personal Development Program

- Various discount programs (i.e. travel, virtual exercises classes, etc.)

- We are a merit-based company with many opportunities to learn, excel and grow your career!

Salary : $159,000 - $210,000