Tier4 Group · 20 hours ago
Customer Success Consultant CX 4911
United States
Contract
Remote
Senior Level
$65/hr - $69/hrTier4 Group is an agile consultancy scaling its United States bench of senior Client Success Consultants to deliver high impact in-person enterprise workshops that support adoption of WhatsApp for Business. The role involves facilitating workshops, conducting stakeholder interviews, and designing customer journeys to drive effective adoption strategies.
CRMInformation TechnologySoftwareVirtual Reality
No H1B
Hiring Manager
Crystal Rehling
Responsibilities
You will facilitate one to two day onsite enterprise workshops leading executive and practitioner sessions to align on goals use cases, KPIs, success metrics and adoption plans for WhatsApp for Business. Experience leading workshops tied to Digital customer engagement strategy, Channel strategy including messaging chat or conversational channels, or Contact center or service transformation is a MUST have
You will conduct stakeholder interviews and discovery sessions to uncover pain points current state journeys data flows and operational constraints across customer experience customer success sales and support organizations
You will design target customer journeys and interaction models defining pilot scope messaging workflows agent and care processes and governance models
You will create the majority of workshop content including slides frameworks and worksheets and partner with a design team for final client ready delivery
You will produce concise post workshop summaries outlining findings decisions success metrics next steps and recommended adoption roadmaps from pilot through scale
You will manage and align stakeholders across business product marketing sales support and information technology while guiding decision making throughout the engagement
You will define and recommend measurable outcomes tied to revenue influence conversion customer satisfaction net promoter score deflection and time to resolution
Qualification
Required
Candidates must have an LLC or S Corp
You bring an enterprise software consulting background with deep experience in customer experience or customer success including journey mapping, onboarding adoption, and change management
You have proven experience facilitating executive level cross functional workshops and guiding senior stakeholders to decisions within short timeframes
You are comfortable with frequent nationwide travel for in person workshops
You have strong communication storytelling slide building and facilitation skills
You are based in the United States and authorized to work as an independent contractor through an LLC or S Corporation
Experience with WhatsApp for Business or similar business messaging platforms such as SMS Apple Messages for Business Google Business Messages or in app chat
Familiarity with customer relationship management contact center or marketing automation platforms such as Salesforce Zendesk ServiceNow Marketing Cloud or Braze
Background in customer experience transformation enterprise workshop delivery or playbook development
Benefits
Four day work week
Company
Tier4 Group
Tier4 Group is a women-owned and diversity-certified technology Talent, Professional Services, Advisory, and Information Security firm with a national reach.
Founded in 2010
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Betsy Robinson
Founder + CEO
Jake Sherrill
Partner
Recent News
2025-05-17
Company data provided by crunchbase