Customer Experience and Service Transformation Advisory Senior Manager (Products)

Accenture•Houston, TX

43d

About The Position

We are: Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song You are: You are an expert in customer support and contact centers, with an understanding of the software that enables them. You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents. You've previously led a customer support transformation and understand large scale technology delivery. You understand how to identify and quantify cost savings or revenue opportunities, identify initiatives to realize value, and can execute against them. Additionally, you are familiar with the selling process, and you've pitched proposals and solutions to help solve client problems. Working in an agile, fast-paced environment at the forefront of new trends energizes you, and you're at your best when contributing to a team. You're always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills? Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

Requirements

At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties such as:
Working in-depth with customer service and support business processes and capabilities
Solutioning and selling new ideas and proposals
Incorporating experience design and analytics into customer service, and support processes
Leading and understanding large, complex global transformation projects
At least 5 years of experience working with:
Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem
Customer service platform technologies such as Salesforce and Dynamics
Artificial intelligence and front-end digital platforms
Bachelor's degree

Nice To Haves

Your Bachelor's degree is in engineering, computer science, information systems, or business
You have an MBA or equivalent graduate degree
You were responsible for a customer support organization
Have hands on experience with artificial intelligence and conversational design
Have expertise working with organizations within Consumer Goods, Retail, Life Sciences, Automotive, Travel & Hospitality sectors.

Responsibilities

Evaluate clients' current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals
Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time
Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions
Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences
Advise clients on ways to measure success and improve their customer-centric metrics
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service
Manage and coach junior team members, and continue to grow your own expertise
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position