Senior Client Manager

Capgemini • Atlanta, GA

3d • $106,000 - $154,500 • Hybrid

About The Position

Capgemini’s Customer Experience practice helps clients reimagine, build, and operate AI-enabled customer operations and engagement models across service, sales, and marketing. The practice combines human expertise, industry knowledge, data, cloud platforms, automation, and responsible AI to improve customer experience, employee effectiveness, revenue growth, and cost-to-serve. Its work includes transforming customer journeys, designing AI-enabled operating models, modernizing customer platforms, using digital insights to personalize engagement, and operating customer service, sales, and marketing through managed services, automation, and AI.

As a Go-To-Market Leader within the CX Practice in Intelligent Business Operations, the role creates, shapes, and closes a pipeline of AI-enabled customer operations and engagement opportunities. It connects CX, sales and marketing operations, data, technology, managed services, and commercial expertise to help clients scale secure and responsible transformation with measurable outcomes. The position involves leading client transformation strategies, building and advancing sales opportunities, shaping integrated solutions and proposals, and coordinating with internal stakeholders and ecosystem partners.

The role is hybrid, with work taking place across company offices, client sites, and home. Working from home 100% of the time is not permitted. The posted base compensation range is $106,000–$154,500, with possible additional variable incentives, bonuses, or commissions depending on the position and applicable laws. Capgemini provides a comprehensive benefits package to eligible regular, full-time employees; available benefits depend on local policy and eligibility.

Requirements

• Experience designing, selling, and deploying AI-enabled contact center solutions and outsourcing services, including integration of people, process, data, and technology.
• Experience in commercial modelling and sizing.
• Experience managing a successfully delivered sales pipeline.
• Clear evidence of winning new client business in Customer Operations and/or Contact Centre markets.
• Strong knowledge of contact center and digital transformation trends, including generative AI, agentic AI, conversational AI, intelligent automation, analytics, cloud contact center platforms, and evolving operating models.
• Cross-sector experience, with a special focus on Energy & Utilities, Telco, Media & Technology.
• Experience working on integrated Contact Centre solutions and services involving technology, operational delivery, WFM, Learning, Reporting & Analytics, and Quality.
• Knowledge of process improvement methodologies.
• Experience improving customer journeys to improve CX outcomes.
• Proven experience identifying, qualifying, and shaping AI-led use cases across customer service, sales, and marketing, including conversational and agentic AI, agent assist, automated quality, knowledge management, personalization, and workflow orchestration.
• Experience leading RFI/RFP responses and creating compelling solutions and proposals.
• Working knowledge of leading CCaaS, CRM, customer data, marketing automation, and AI platforms, such as Salesforce, Zendesk, AWS, Genesys Cloud, Google CCAI, and NICE CXone, and ability to explain their integration within a modern customer engagement architecture.
• Demonstrated understanding of responsible AI and operational governance, including data privacy, security, model and agent risk, human oversight, monitoring, regulatory compliance, adoption, and value realization.
• Working knowledge of sales, marketing, and service operations, including lead and opportunity management, campaign execution, customer acquisition, conversion, retention, and expansion, and how data, automation, and AI improve commercial performance across the customer lifecycle.
• Passion and desire to improve CX and support clients on their journey.

Responsibilities

• Lead clients in redesigning customer operations and engagement models around human expertise, AI agents, automation, and intelligent workflows.
• Build a sales pipeline of annuity and project-based opportunities.
• Support contact center opportunities throughout the deal cycle, from intake and qualification through solution integration, proposal development, and governance.
• Consult with internal stakeholders across industry verticals to engage existing and new clients.
• Create and drive digital-first omnichannel CX and AI strategies that improve customer, employee, and commercial outcomes.
• Assess client journeys, operations, data, and technology to identify high-value use cases for generative AI, conversational AI, agent assist, intelligent automation, analytics, and self-service.
• Develop outcome-led business cases and transformation roadmaps linking AI investment to measurable revenue, customer satisfaction, employee productivity, containment, quality, and cost-to-serve improvements.
• Help clients redesign roles, skills, capacity, and change programs as AI changes customer service, sales, and marketing work.
• Recommend sourcing and operating models that balance experience, growth, resilience, control, and cost, including orchestration of client teams, managed services, technology partners, automation, and AI agents.
• Shape integrated technology recommendations across CCaaS, CRM, data, knowledge management, automation, generative AI, and agentic AI, with suitable security, governance, and responsible AI controls.
• Build propositions and pursue opportunities with hyperscalers and CCaaS, CRM, data, and AI partners.
• Identify, qualify, and shape AI-led use cases across customer service, sales, and marketing, and lead RFI/RFP responses and solution and proposal development.
• Create contact center and CX solutions that support client objectives.
• Improve customer journeys and CX outcomes.
• Develop integrated contact center solutions and services covering technology, operational delivery, workforce management, learning, reporting and analytics, and quality.

Benefits

• Paid time off, including vacation of 12–25 days depending on employee grade, company-paid holidays, personal days, and sick leave, as provided by policy.
• Medical, dental, and vision coverage, or provincial healthcare coordination in Canada.
• Retirement savings plans, such as 401(k) in the U.S. or RRSP in Canada.
• Life and disability insurance.
• Employee assistance programs.
• Other benefits as provided by local policy and eligibility.
• The role may be eligible for variable incentives, bonuses, or commissions, depending on position and applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed