CX Solutions Consultant, Global Accounts

Mission 

CX Solutions Consultant, Global Accounts, is responsible for supporting Solutions Directors in assessing clients’ needs and Foundever’s technical capabilities in the areas of Customer Service, Digital Transformation, Operational Improvements, Automation and Innovation. Leading to technical solutions designs and proposals that are integrated to operations, simple for our clients to understand and consume, impactful to our clients through driving client value and Foundever growth /profitability and are scalable to meet their needs. 

About the job 

CX Solutions Consultant will directly report to the CX Solutions Director and will work closely with Foundever’s Sales, Account Management, SME’s, Bid Management, Operations and Pricing teams to build compelling, winning client proposals. 

He/She/They will recommend, design and build integrated CX and AI solutions that combine at best Foundever’s services to bring added value to our clients, driving long term partnership and client customer tenure and strategy. This role will ensure that proposed solutions are effective and compliant with customer requirements, represent Foundever’s differentiated capabilities, are priced correctly and that project timelines are feasible and aligned with the delivery teams’ capabilities. 

Key responsibilities 

Solution Design and Documentation: 

• Support the Foundever sales and account management teams in designing and documenting technical solutions in collaboration with the WIN team 

Client Engagement and Strategy: 

• Engage with clients to understand business challenges  
• Conduct Product Demonstrations 
• Support sales and account managers in defining short and long-term sales and WIN strategies 

Proposal Development: 

• Assist in developing proposals, documentation, and pricing for Business Development and Account Management teams 

Proposal Presentation: 

• Present proposals to customers alongside Foundever sales, account managers, and leadership 
• Carry out demos of technology and AI solutions to support our commercial offers 

Feasibility and Alignment: 

• Ensure proposed solutions are effective, compliant with customer requirements, correctly priced, and aligned with project timelines and delivery team capabilities. Ensure that the solutions designed are driving a holistic representation of Foundever capabilities, with clearly defined ROI and differentiators for clients 

Business Development Support: 

• Conduct discovery sessions with customer service operations to identify solution needs and improvements, opportunities 
• Identify opportunities for Foundever services during pre-sales, project initiation, and run phases 
• Travel: Open to regular travelling within EMEA region with occasional trips to other regions 

ROI Assessment and Documentation: 

• Assess the ROI and business impact of deployed solutions for the duration of the client’s contract 
• Build and formalise collaboration processes and documentation with stakeholders 

Project Success and Improvement: 

• Support delivery teams to ensure project success and provide solutioning if necessary 
• Contribute to the improvement of CX offers and products based on customer feedback 

Industry Trends and Knowledge: 

• Stay informed about CX technology and business trends, anticipating industry directions 

Experience 

• 5+ years’ experience as a solutions architect or a similar pre-sales role  
• Solid knowledge and understanding of customer relations, BPO, CX operations 
• Technical knowledge and experience related to the following areas: CCaaS and Interaction Management Tools and AI-based technologies 
• Knowledge of Machine Translation, Digital CX Tools (voicebots, chatbots, self-service, knowledge management etc.), Analytics and Learning tools would be advantageous  

Education 

• Bachelor/Masters degree 

Languages 

• Excellent conversational and written skills in English and German

Tools and Applications 

• Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Outlook)  
• Familiarity with Foundever’s internal tools would be a plus 
• Knowledge of Generative AI tools such as ChatGPT and similar is beneficial 

This is a highly visible position requiring direct interaction with stakeholders, clients, and internal leadership.
 
The preceding description describes the general nature of work performed, skills typically required, and usual working conditions. It is not an exhaustive listing of all requirements or responsibilities that may be required by job incumbents.