Position Description:
As Customer Solutions Manager you'll be part of our Customer Excellence team and will be responsible for all technical aspects of customer engagements, working as the internal voice of the customer and an advocate for our products and solutions.
Your future duties and responsibilities:
• Map the customer journey and identify opportunities and areas for innovation
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Continually review and evolve the collection of processes to track, oversee and organize every interaction in the customer lifecycle
• Meeting clients to determine requirements, present solutions, and discuss business and technical aspects
• Cooperate with technical teams in order to ensure the final solution is delivered to the customer's expectations and initial proposals
• Provide technical input into bid proposals, projects, and technical documents within the sales process
• Evaluation and selection of alternative technologies and frameworks
• Follow and share market technological needs and evolution with Solution Managers
• Maintain up-to-date and comprehensive knowledge of the organization's provided solutions
• Developing and driving changes to the CX toolkit to become a lean methodology and include CX and experiment outcomes
• Gain strategic alignment across matrixed partners on developed strategies, recommended pilot concepts, business cases and funding requirements
• Provide the team oversight when developing and implementing simultaneous pilots geared toward driving enterprise value and customer centricity
• Develop strategies for customer self-service technology and works with technology partners to design and implement necessary enhancements
• Consistently identify areas of opportunity to improve performance through investment in new technologies and processes
• Lead the design and implementation of CX initiatives and projects both locally and globally
• Drive and advocate CX agenda-building across the various business functions
• Embed CX into business processes and governance ensuring CX is at the forefront of our approach across all customer and user touch points
• Challenge the status quo and promote innovation
• Utilize various data sources and reporting tools to be data-driven with strategy, planning, execution and results measurement
• Build development plans to address gaps and execute on these plans
Required qualifications to be successful in this role:
• Minimum of 2 years in call center service operations as a Manager or Senior Manager (inbound, outbound, email communications or providing online customer services)
• Minimum of 1 year in project management
• Minimum of 1 year in any of the following:
o Digital transformation (operating model transformation or new operating model implementation)
o Digital solutions (digitalizing legacy processes revisiting CX and reducing cost)
o SMART technologies (self-monitoring, analysis and reporting technology i.e. artificial intelligence, machine learning and big data analysis)
• College graduate with degree in Marketing, Business Management, Information Technology or any other relative discipline, or equivalent work experience in IT operations
• Advanced communication skills (verbal and written), customer-centric work ethics and aptitude for strategic thinking
• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Access, to share, retrieve, research and present business information
• Strong (internal) stakeholder management skills, ability to create buy in and to manage change
• Experience managing remote direct report or workforce with demonstrated virtual team leadership capabilities
• Proven experience of influencing an organization, across multiple geographies, and influencing other organizations where their support is critical to success
• Able to set and meet strict deadlines, perform under pressure, and deliver innovative results against highly challenging targets
• Ability to work both independently and within multi-disciplined teams
• Willing to be hands-on, get into the details to drive issues to resolution
• Career motivation and willingness to continue to further knowledge and skills
Skills:
Customer Service & Support
DigitalTransformationConsultng
Leadership
Workforce Management