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) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we're on a mission to help sales teams reach their highest potential.

Our diverse team around the world shares a passion for helping customers succeed. Together, we're building a culture that values personal and professional growth—and we're proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.

If you're looking to level up your career and help businesses grow better and faster, you're in the right place. Learn more about SugarCRM careers and how you can be part of our journey.

Where You Fit In

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.

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

Base Salary

Expected salary range, depending on experience.

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