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Senior Client Director, Technology & Digital

Req ID#:  288341

US

Senior Client Director, Technology & Digital

Solutions

Job Summary

 

You will support the acceleration of the company's growth and development in AmeriPac for EXP+™ Services.  Sitel Group is looking to hire an ambitious and dynamic Client Director for the Sitel EXP+ business unit. You should be experienced in client relationship management for medium and large accounts for software SaaS, analytics, automation and digital solutions, and other products and services within the world of Customer Service and CX, Digital Transformation and/or CRM, RPA our CX Analytics preferably.

 

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.

 

You will be responsible for ensuring client satisfaction, growth, and adoption of EXP+ services among the existing Sitel clients within the AmeriPac region.

 

If you are looking to develop, in an international environment and are rigorous, creative, and pragmatic, with a real sense of customer focus and business development, join Sitel Group and contribute to its expansion as the leader in Transformational CX Services!

Responsibilities

 

  • Work with the Sitel EXP+ and BPO teams across a set of AMERIPAC clients to oversee the deliverables and performance related to services contacted
  •  Work closely with customers to understand their business challenges and guide them towards the best business solutions
  • Gather business intelligence and identify opportunities to improve the client’s business and expand services and solutions provided by Sitel
  • Ensure the cross-selling/upselling of the EXP+ suite to the customer base
  • Partner with the Sitel Account Management organization when necessary to ensure alignment and collaboration in instances where Sitel is engaged with clients in both the core BPO offering and EXP+ products and solutions
  • Evaluate the current client environment, challenges, and needs to identify opportunities for diversified CX services across the full suite of the Digital Sitel EXP+ product offerings
  • Manage the opportunities through the sales cycle to completion for growth and expansion of services among the set of clients you will be responsible for
  • Extend the customer/project base within existing accounts by identifying new leads within the same department or new services/subsidiaries

Responsibilities (continued)

 

  • Negotiate contractual terms and conditions for EXP Services and Products sold to existing sales clients
  • Partner with internal product, marketing, and other support teams to develop and drive EXP product and services knowledge and awareness both internally and externally  
  • Support the customer internally to ensure that the Product, Professional Services, Consulting, Training, Documentation teams meet their needs and coordinate responses
  • Be able to implement a winning strategy, and develop the account, ensuring a high level of satisfaction
  • Provide “sales” demos, design POCs, build commercial proposals and implement pricing
  • Take support from the Solutions team for complex projects and calls for tenders

Additional tasks

  • Participate in the construction of the business plan and the budget process
  • Represent the company at professional events and conferences
  • Work closely with COEs to ensure successful projects and satisfied customers
  • Contribute to the improvement of EXP+’s offering and product by providing customer feedback to the Product teams

Skills/Knowledge

 

  • Expert in customer relations and the digital space
  • Strong knowledge of SaaS software, digital, analytics and/or automation
  • Excellent analytical and problem-solving skills, with strong negotiation and consultative selling skills
  • Exceptional communication,  organization and leadership skills
  • A sense for providing feedback and summaries to top management
  • Strong knowledge of MS office and CRM software

Education/Experience

 

  • Bachelor’s degree or a mix of education and experience
  • 5 or more years’ experience in a similar position
  • Proven experience as a sales representative or account manager (preferably within the CX BPO space)

About Us

 

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®. 

 

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

 

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

Senior Client Director, Technology & Digital


Job Segment: Cloud, BPO, CRM, Manager, Product Marketing, Technology, Operations, Management, Marketing

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