1+ months

BPO Capability Senior Manager - Customer Satisfaction / Inside Sales

Join Accenture and help
transform leading organizations and communities around the world. The sheer
scale of our capabilities and client engagements and the way we collaborate,
operate and deliver value provides an unparalleled opportunity to grow and
advance. Choose Accenture and make delivering innovative work part of your
extraordinary career.

Accenture people build
careers in four different areas of our business: Consulting, Technology,
Outsourcing and internal Corporate Functions. Each area offers a unique career
experience and a compelling mix of work and training opportunities, work
environment and structure for career progression.

Operations professionals work on projects across a range of business
processes, business applications and information technology. They may provide
technology services, such as application management, infrastructure management
and systems integration, or they may deliver business process outsourcing
services, including finance and accounting, procurement and human resources.
Depending on the role, Outsourcing professionals may be based at a clients
office or in one of Accentures 50 delivery centers around the world.

The BPO Capability Senior Manager - Customer Satisfaction / Inside Sales will:


+ Contribute
to offering refinement as we launch GPS formally.

+ Creation
of key offering collateral (e.g. Microsite, Accenture.com site, Stage 0
materials and enablement of sales teams).

+ Build
capabilities to develop innovative new GPS services. Includes partnering with
Accenture teams as well as third parties. Examples of capabilities include
analytics, AI, technology, automation, RPA, and operational excellence.

+ Provide
guidance, review, and support to global sales pursuit teams to develop
innovative solutions for clients.

+ Sales
support activities may include providing guidance on qualification, answering
RFPs, assisting with sales materials, presenting in client presentations,
reviewing solutions, assisting solution architects, etc.

+ Travel
in-person to support opportunities (e.g., client meetings / orals) as needed
and provide remote support for client meetings / orals when in-person
attendance is not required.

+ .Provide
Subject Matter expertise to existing GPS delivery teams to improve operations.
This involves partnering with multiple teams including technology, business
excellence, analytics, solution architecture, and others.

+ Establish
and maintain key Capability collateral, including Intelligent Delivery Solution
elements, best practices, thought leadership, and sales collateral.

+ Manage
a Capability Action Network for GPS globally to proliferate best practices
throughout our global base.

+ Creating
and maintaining a global community roster, planning and executing sessions,
managing a global collaboration community.

+ Develop
thought leadership materials and POVs which may include external publications
and discussions with Industry analysts

+ Leverage
in depth understanding of the Accenture Operations standard processes and
processes in place across the broad delivery network to develop and improve the
way we deliver GPS services to our clients.

+ May
manage other team members and collaborate across offerings to drive
deliverables and targeted outcomes.

Basic Qualifications:

+ Bachelors degree

+ Minimum of 15 years of experience in Consulting, Service Delivery Operations, and / or Offering / Capability Development

+ Minimum of 8 years of experience in Customer Success (customer care, call center operations, or customer satisfaction, etc.) and / or Sales Operations (back office, field sales, inside sales, etc.)

Preferred Qualifications:

+ Experience working in modern Customer Service (e.g., multi omni channel, AI powered care, etc.)

+ Experience working in Sales back office functions (e.g. Inside Sales, Field Sales, Pre-sales, configure-price-quote (CPQ), seller / partner support, incentives, orders, contracts, etc.)

+ Experience with Communications, Media, Technology industries, Products, and / or Financial Services Industry

+ Experience working in B2B contexts

+ Experience with Applied Intelligence and related innovations (e.g., Artificial Intelligence, Automation, Analytics, including thought leadership, development, and / or client engagements)

+ Experience delivering front office related consulting and or BPO services to clients

+ Ability to work in ambiguous, high paced environment

+ Experience and comfort working with senior level clients including C suite

+ Experience supporting sales efforts including solutioning, client presentations, and RFP response

+ Experience creating high quality, client facing material

+ Excellent communication skills

+ Excellent project management skills

+ Excellent Knowledge of Excel, Macros, MS office PPT and Word and Reporting tools

+ Excellent collaboration and network building skills

+ Experience delivering client outsourcing programs

+ Proven experience working effectively across Accenture

+ Masters degree

Professional Skill Requirements:

+ Travel required estimated 30%, varies based on client needs and may include international travel from North America hub location

+ Available for conference and / or video calls early or late as needed to serve a global team and client needs

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.


Posted: 2019-06-14 Expires: 2019-09-11

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