Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose
The Senior Manager - Customer Experience Mgt (CXM) BPO Pre-Sales Solutioning plays a crucial role in developing and delivering innovative AI-enabled CXM and contact center solutions as part of sales pursuits with existing and potential clients. Ultimately, the solution architect is the key to a successful sales pursuit and will help wins, revenue growth and win rates through their high impact solutions and proposals. Responsible for developing solution strategies, workbooks, models, presentations, proposals and pitches. They are the pursuit partner with the Sales Executive who owns the customer relationship. They are responsible for helping lead the pursuit internally, understand the client pain points and be an expert in translating client pain points into CXM BPO solutions and proposals that solve client challenges.
Job Responsibilities
- Responsible for developing solution strategies, workbooks, models, presentations, proposals and pitches. They are the pursuit partner with the Sales Executive who owns the customer relationship.
- Responsible for helping lead the pursuit internally, understand the client pain points and be an expert in translating client pain points into CXM BPO solutions and proposals that solve client challenges.
- Generate high-impact solutions and sales presentations to highlight the value of our AI-enabled CXM solutions.
- Conduct assessments and discovery to uncover customer experience pain points, client strategic priorities and business challenges.
- Translate discovery information into win themes and AI-enabled CXM solutions, including pricing inputs gathered from internal stakeholders.
- Lead pursuits as an extension of the Sales executive, acting as the “wingman” for the new logo opportunity, understanding the ins-and-outs of each pursuit - including nuances of the client, their program, the work, their customers and the customer experiences and their industry - to represent the deal internally.
- Stay updated with product, industry, and market trends.
Skills
- Proven experience as a CXM BPO Pre-Sales Solutions Architect or similar role.
- Excellent understanding of Customer Experience Management for US Healthcare companies.
- Deep understanding of the operational levers that contribute to customer care and sales performance and profitability
- Understanding of the different bill rate types and the trade offs they create for margins and customer satisfaction
- Excellent understanding BPO Customer Experience Management solutions including AI-enablement for customers and contact center agents
- Excellent communication, collaboration and interpersonal skills.
- Elite level presentation skills and comfort engaging with C-level executives.
- Ability to build relationships with client executives, sales executives and internal stakeholders
- Strong problem-solving skills and solution ROI analysis skills.
- Knowledge of BPO CXM market trends, industry participants, and new technologies, including AI.
- Excellent skills in MS PowerPoint, Excel, Word and Teams.
- Previous experience in call center operations perferred
Qualifications
- Bachelor’s degree in marketing, business, or related field, or equivalent knowledge required
- 10+ years business experience
- 7+ years experience developing and presenting BPO CXM solutions for healthcare and non-healthcare clients.
- Experience assessing, designing, creating and presenting CXM BPO solutions. Also having an understanding of what will create a winning solution and proposal and the ability to develop such solutions, presentation, pricing and proposals.
- Experience developing AI-enabled CXM solutions through Pre-Sales Solution Architecture, Proposal Development and RFx responses.
- Demonstrated excellent interpersonal and communication skills, with the ability to articulate Customer Experience and AI-enablement concepts to non-technical audiences.
- Experience working with global and cross-functional teams in a fast-paced environment.
- Strong decision-making and problem-solving abilities with a focus on delivering results.
- Ability to collaborate, shape and deliver presentations, and communicate effectively with C-suite executives.
- Ability to multi-task and be happy and successful in a fast-paced environment and adapt to changing inputs and priorities.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
