Solution Principal - Enterprise CX (Contract)

Hugo • Village of Highland Falls, NY

11h • Remote

About The Position

Hugo is a Future-of-Work company. We build and manage remote teams in West Africa for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and customer support solutions that ultimately yield more inclusive outcomes for our clients and their customers.
As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our customer's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market.
The only commitment greater than the one we have to our customers is the one we have to our people. We are dedicated to carving out a place in the digital economy for young Africans, so we work tirelessly to equip them with the skills needed to build meaningful careers.
The Solution Principal, based remotely, ideally in the US or Dublin, with European and US time zone coverage, will be responsible for understanding client needs and goals and translating them into Hugo solutions. The role reports to the Vice President, Strategic Opportunities and will partner closely with internal teams to shape, package and articulate offerings and solutions to meet client needs and goals.
The mandate for this role centers on breaking into a new line of business with an ever-evolving client by providing solutions that address their business objectives and pain points, and that differentiate Hugo from incumbents or new competitors. The ideal candidate will have excellent client management and cross-functional collaboration skills and will also have the ability to craft compelling solution narratives.
This role is initially required on a 6-month contract basis with a focus on securing initial paid work with a key technology client and will require occasional travel within the US, Dublin and Africa to drive these conversations. This role is subject to extension (e.g. to permanent) and expansion (e.g. into Sales) based on performance and business need.

Requirements

• At least 8 years of experience in client solution design (preferred) or consulting or client strategy
• Ability to connect client needs and objectives to practical solutions
• Excellent communication and presentation skills
• Experience collaborating across multiple internal functions
• BPO experience offering (e.g. CX, Ads Operations, Revenue Operations, Finance Operations, Trust and Safety) solutions to large enterprises e.g. Meta, Microsoft, Google etc
• Experience and demonstrable success (e.g. work outputs) in similiar role
• Structured problem solver
• Strategic thinker
• Able to build relationships with clients and internal stakeholders
• Executive communication
• Commercial awareness

Responsibilities

• Client discovery needs assessment
• Lead, participate in or facilitate discovery conversations with prospective clients
• Identify business objectives and pain points
• Translate client challenges into defined problem statements
• Solution design and packaging
• Collaborate with internal stakeholders to design tailored, feasible solutions that align current and future Hugo capabilities with client needs
• Package solutions into compelling, proposals
• Cross functional collaboration
• Be the bridge between the client and internal product and delivery teams
• Ensure solutions are scalable - taking into account current and future product development
• Provide internal clarity on client expectations and requirements, and perspectives into themes and potential future needs
• Proposal development and sales support
• Support Business Development by developing proposals and presentations
• Participate in client presentations and discussions
• Articulate Hugo’s differentiation and value proposition

Benefits

• Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture.
• We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their careers.
• Our compensation and benefits are highly competitive.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed