JOB TITLE: Business Architect - Consulting & Training and Customer Experience (CX)
LOCATION: Remote
DURATION: 6 Months
PAY RANGE: $85 - $96/hr.
TOP 3 SKILLS:- 6+ years of experience in Business Architecture, Professional Services Operations, Customer Success/Experience Operations, or Services Strategy within the technology industry.
- Deep understanding of the post-sale customer lifecycle and its value streams services delivery, customer onboarding and adoption, training and education, support, and renewals.
- Hands-on experience with services and CX enablement tools specifically Professional Services Automation (PSA), project and resource management, LMS/training and certification platforms, customer success platforms (e.g., Gainsight), and case/support management (e.g., Salesforce Service Cloud, Zendesk, ServiceNow).
Company:
Our client is a leading provider of enterprise cloud applications for finance and human resources.
The Opportunity:
Your workdays are brighter here. We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop, and the support of a company invested in you for the long haul. So, if you want to inspire a brighter workday for everyone, including yourself, you've found a match, and we hope to be one for you too.
About the Team:
The Business Architecture team is a high-impact group within the CIO Office supporting the GTM Next Program, dedicated to bridging the gap between high-level Go-to-Market strategy and seamless execution. We focus on delivering robust business capabilities aligned to GTM Value Streams within the customer buying Journey, ensuring that our internal processes are efficient, scalable, and value-driven.
Our team acts as the essential "glue" across the organization, connecting business SMEs, Product Owners, technical developers, and policy makers. We are a collaborative group of problem-solvers committed to building the foundational architecture that allows our GTM functions to thrive.
About the Role:
The Company is seeking a strategic, operationally minded Business Architect to join our team. In this role, you will be responsible for defining and driving the holistic business view of capabilities required for our Consulting, Training, and Customer Experience functions.
You will focus specifically on the tools and processes that power services delivery and the end-to-end customer experience, including:
- Professional Services Automation (PSA)
- Project and resource management
- Learning Management Systems (LMS) and certification platforms
- Customer success
- Case/support management
- Other critical post-sale platforms
You will work closely with Business SMEs to define end-to-end processes across the customer lifecycle (e.g., Onboard-to-Adopt, Deliver-to-Value, Learn-to-Certify, and Renew-to-Retain), identify the cross-functional teams needed for execution, and orchestrate which systems will host these processes. A key part of this role will be identifying opportunities to leverage AI and automation to streamline service delivery, customer onboarding, training, support, and renewals, ensuring our technical solutions perfectly align with business needs while staying at the forefront of innovation.
Required Qualifications:- 6+ years of experience in Business Architecture, Professional Services Operations, Customer Success/Experience Operations, or Services Strategy within the technology industry.
- Deep understanding of the post-sale customer lifecycle and its value streams services delivery, customer onboarding and adoption, training and education, support, and renewals.
- Hands-on experience with services and CX enablement tools specifically Professional Services Automation (PSA), project and resource management, LMS/training and certification platforms, customer success platforms (e.g., Gainsight), and case/support management (e.g., Salesforce Service Cloud, Zendesk, ServiceNow).
- Bachelor's degree in Business Administration, Management Information Systems, Engineering, or a related field.
Other Skills:- Collaboration: Proven ability to act as a liaison between Business Product teams (requirements) and Technical Product teams (builders).
- Influence: Excellent interpersonal skills with a demonstrated ability to influence policy owners and SMEs to drive process standardization across consulting, training, and CX functions.
- Adaptability: Ability to navigate through ambiguity and manage complex, multi-stakeholder projects simultaneously.
- Operational Excellence: Experience in "Operational" Business Architecture moving beyond high-level theory into functional process design and execution for services and customer-facing teams.
- Process Re-engineering: Mastery of re-engineering techniques to diagnose gaps and implement solutions that achieve desired customer and service outcomes.
- Strategic Thinking: Solution-oriented mindset with the ability to identify the "right" system of record for complex end-to-end customer lifecycle workflows.
- Agile Transformation: Familiarity with Agile methodologies and iterative program delivery in a fast-paced environment.
- Technical Mapping: Strong capability in Business Process Modeling (BPMN) and Capability Mapping.
- AI & Innovation Mindset: Demonstrated ability to identify and integrate AI-driven capabilities into services delivery and customer experience processes to improve efficiency, time-to-value, and decision-making.
- Analytical Skills: Strong analytical skills to define and track KPIs that evaluate the success of services and CX architectural shifts, such as:
- Retention/renewal
- Training completion and certification rates
- Customer health
- CSAT/NPS
- Billable/resource utilization
- Time-to-value
BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.
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