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Solutions Leader, CX Technology, Americas

Req ID#:  253414

US

Solutions Leader, CX Technology, Americas

Solutions

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. 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.   

 

Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.   

 

Job Summary

 

To support the acceleration of the company's growth and sales development in North America, Sitel Group is looking for an ambitious and dynamic CX Technology Solutions Leader experienced in assessing Clients’ and Sitel technical requirements regarding Customer Service and CX and, recommending, designing and building the most effective technology solution, based on our ecosystem of partners and proprietary software tools.

 

Reporting to the Global Head of CX Technology, you will work closely with the Sitel Core and EXP+ sales and solutions team to ensure that the solutions offered meet the needs and requirements of our customers. You are looking to develop in an international environment and are rigorous, creative and pragmatic, with a real sense of customer focus. Join Sitel Group and contribute to its expansion as the leader in Transformational CX Services!

 

Responsibilities

 

You will manage the CX Technology solutions team in Americas and work in close relationship with business development teams of Sitel Core and EXP+ during the client sales cycle to provide the most effective technology solution and ensure that we will answer to the client needs and expectations.

 

You will be responsible for designing and building solutions that are aligned with the existing technology portfolio and team expertise, the demos and solution documentation required for the opportunity. You will ensure that the proposed solutions are effective and compliant with customer requirements, priced correctly and project timelines are feasible and aligned with the delivery teams.

 

Primary Job Responsibilities

 

  • You will be responsible for the technical and functional expertise of the business development teams throughout the sales cycle.
  • Technically and functionally qualify customer opportunities and requests.
  • Support the business development team on proposals, documentation and pricing.
  • Work closely with customers to gather, understand and structure their requirements.
  • Identify constraints and opportunities and help sales to understand and structure the proposal.
  • Ensure projects are feasible and profitable for the business.
  • Ensure the conception and writing of bids in close collaboration with the business development team.
  • Ensure that the proposal meets the client's requirements, differentiates Sitel and complies with our internal requirements.

 

Primary Job Responsibilities

 

  • Work closely with customers and the delivery team to design effective solutions.
  • Respond to requests for technical/functional or pricing information received from customers, partners or the business development and professional services teams.
  • Support the business development team in responding to requests for proposals and technical questionnaires.
  • Presenting proposals to customers alongside members of the business development team.
  • Act as a technical expert during meetings with the business development team and customers.
  • Deliver business cases and customer success stories that can be included in business proposals and used by the business development team.
  • Support the delivery team by providing ongoing expertise to customers during and post project implementation.
  • Define the demos strategy for your region and ensure that these are always available for clients.

 

Additional Tasks

 

  • Perform, in collaboration with sales and customer success teams, discovery sessions to customer service operations managed by the Sitel Group and/or the client to identify business opportunities and promote EXP+ products and offers.
  • Identify opportunities / needs for technical or business consulting during the pre-sales phase, after the start of the project or during the run phase.
  • Assess, in collaboration with the delivery team, ROI and business impact of the solution deployed.
  • Contribute to the business development strategy and action plan, the improvement of Sitel CX Technology global offer and products roadmap, and the production and improvement of sales documentation and marketing materials.
  • Manage the CX Technology solutions team and distribute work according to skills and availability.
  • Set and share collective and individual objectives, as well as the operating rules of the Solutions team.

 

Additional Tasks

 

  • Build and formalise collaboration processes and documentation with key CX technology stakeholders: Sales, Professional Services, Tech Delivery, Product, Technology Practices, CX Tech Lab, Alliances & Partnerships, Customer Success, CX Consulting
  • Represent the company at professional events and perform product demos.
  • Support the he Product team in understanding market needs and roadmap priorities.
  • Support the Delivery teams to ensure the success of projects and provide solutioning if necessary.
  • Contribute to the improvement of CX Technology offer and products by providing customer and users feedback.
  • Maintain a knowledge of both technology and business trends and development relevant to the software and customer service industry.

 

Business Skills

 

  • Previous experience as a IT solutions, bid manager, technical/sales person or project manager.
  • Expert in customer relations and digital, with strong knowledge of software systems.
  • Ability to understand clients' business issues, analyse problems and propose solutions both functionally and technically.
  • Excellent oral and written communication skills and ability to adapt to a business audience.
  • Ability to summarise and report to senior management.
  • Know-how in project management, team leadership and conducting meetings.
  • Customer focus with exceptional customer relations skills.
  • Ability to anticipate, be proactive, take initiative and make decisions.
  • Ability to innovate and design new solutions.
  • Strong commercial appetite.
  • Strong knowledge of MS office and CRM software.

 

Cross-Functional Skills

 

  • Adaptability and flexibility.
  • Strong sense of analysis and synthesis.
  • Oral and written communication.
  • Conviction and influence.
  • Customer orientation.
  • Interpersonal skills.
  • Rigour and organization.
  • Teamwork.

 

Job Requirements

 

  • 10 years’ experience in a similar position.
  • Regular travel in North America, occasional travel to Europe or other regions.

 

Solutions Leader, CX Technology, Americas


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