Customer Experience Enablement Intern

Consulting and Customer Success Centre of Excellence (COE)

• Mentorship and training within the software services industry that includes working closely with assigned Professional Services & PMO experts 
• Learn about all aspects of servicing B2B software clients, from implementation through customer success management and support
• Gain valuable, transferable skills that prepare you for many roles from Consultant, Project Manager, Business Analyst, and more. 

• Knowledge Base Organization:
• Help us organize our internal knowledge base (using Atlassian Confluence) 
• Develop a project plan, under the guidance of our knowledge owner(s), outlining the tasks and timing for this work effort, and provide recurring progress updates, outlining risks and blockers 
• Collaborate with team members to add, update, or delete content as needed
• Implement a consistent structure and labeling convention to improve navigation, searchability and content reuse.
• Project Coordination for Consulting Templates Enhancements:
• Track progress, identify potential roadblocks, and communicate updates to project stakeholders.
• Work with identified subject matter experts to prioritize and complete required changes 
• Ensure consistency and quality across all updated documentation
• Gather feedback from team members on usability
• COE Process Documentation (Process Designer):
• Document key COE processes in a clear, concise, and standardized manner. This may include:
• Project/Customer Escalation Process: Outline the steps, roles, and responsibilities involved in escalating project or customer issues.
• Partner Onboarding Process: Detail the procedures for onboarding new consulting partners, including required documents and access to systems.
• Consultant Certifications & Maintenance Process Contribute to the creation of a clear and repeatable process for ongoing certification tracking and maintenance for Certinia’s consulting partners
• Utilize appropriate tools and formats for documentation (e.g., flowcharts, written procedures, knowledge base articles).
• Collaborate with team members to gather necessary information and ensure accuracy of documentation.
• Organize and establish a maintenance process for all reusable assets leveraged by the Partner COE, enabling ongoing quality assurance and efficiency 

• Gain practical experience in project planning, coordination and execution
• Develop skills in process documentation and knowledge management
• Learn about the operations and best practices of a CX Center of Excellence
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