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Strategic Relationship Leader - CX Speech Analytics / IVR (Remote)

Req ID#:  128288

US

Strategic Relationship Leader - CX Speech Analytics / IVR (Remote)

Operations

Sitel is looking for a Strategic Success Leader - CX to join our virtual Client Insights and Analytics team. This position is remote within the United States. In this position, you will join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added solutions, products and services for our clients.The Strategic Success Leader - CX is responsible for the relationship with Sitel Insights & Analytics clients and ensuring their satisfaction with the analytics solutions and services being provided.  The Strategic Success Leader - CX plays a vital role in understanding the client business needs and serves as a focal-point for the Sitel analytics delivery teams and key stakeholders to:

  • Communicate client requirements.
  • Drive client success and adoption.
  • Ensure our clients are achieving a return on their investment from our analytics solutions, i.e., speech analytics, conversational IVR, and advanced data analytics solutions. 
  • Ensure our clients are receiving quantifiable business value, resulting in client renewals, growth and expansion of our Insights & Analytics portfolio.  

 

About Sitel Group

 

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat and social media for 400+ clients, from Fortune 500 companies to startups. Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

Key Responsibilities

 

  • Engage executives in the strategic planning, definition and prioritization of their speech analytics program needs.
  • Develop Success Plans in partnership with delivery teams and BA’s to ensure client success and manage to execution of the plan.
  • Work with internal teams on plans and priorities to ensure client satisfaction including focus area for next business analysis leveraging analytics.
  • Provide client insight to solution delivery teams on what enhancements and improvements are needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage, high renewal and referral rates.
  • Serve as the primary interface to manage and resolve any critical situations. 
  • Represent client’s needs, business objectives and feedback and work closely with internal teams, solution delivery teams and product to resolve gaps.
  • Conduct regular calls with the client, analytics teams, Account Management and BPO Operations to provide updates, align client requirements with analytics team deliverables and ensure ongoing communication around client needs to drive value from analytics.
  • Conduct regular reviews and client visits to understand requirements, business challenges, and work with delivery teams to ensure client requirements are clearly understood and being met.
  • Consult with clients and serve as an expert on analytics solutions in order to educate on use and benefits, recommend expansion to address emerging needs.
  • Manage client relationships by keeping a pulse on customer analytics needs and requirements and work with Analytics teams to adapt to their current and future strategy direction andensure Return On Investment (ROI) and reduced Time To Value (TTV).
  • Ensure clients understand and experience the value of Sitel Analytics solutions and services by achieving valuable insights from analytics and a return on their investment.  
  • Maintain high rate of client renewals, expansion and referrals/references. 
  • Identify opportunities for client to expand their solution with additional analytics solution and services including client business needs and use cases for conversational voice solutions, predictive analytics, real-time insights and alerts and other advanced analytics solutions and services from Sitel’s portfolio of capabilities and engaging the expert teams on these opportunities. This involves staying up to date on analytics solution and technology offerings and infrastructure requirements to support these advanced solutions and benefits and client case studies in order to align the right solution to the needs of the client based on a deep understanding of their business and goals.
  • Monitor client adoption and usage of their analytics solution.
  • Deliver regular updates to internal teams on success metrics and case studies.
  • Ensure Sales, Account Management, Delivery teams and Operations are aware of the value and impact our analytics solutions are having for the client. 
  • Document and publish client success stories with quantifiable impacts to educate on the impact of analytics on client business objectives.

 

Qualifications

 

  • Bachelor’s Degree in appropriate field of study or equivalent work experience.
  • 3 + years in areas of solution adoption, client management in contact center space, customer experience transformation leveraging advanced analytics solutions, such as, speech and text analytics, automation.
  • Consulting around solution/application/product adoption.
  • Client Account Management, change management, project management.
  • Knowledge of analytics solutions.
  • Aligning business requirements with solutions.
  • Excellent communication skill.
  • Polished presentation skills with experice presenting to senior leadership team.
  • Relationship building, team collaboration toward achieving a goal.
  • Ability to work independently and with others.
  • Highly organized with a strong ability to manage multiple priorities.

 

 

Travel

 

  • US remote position with occasional travel;< 10%.

 

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Strategic Relationship Leader - CX Speech Analytics / IVR (Remote)