Job Description

Digital Sales & Service Transformation Manager

Communications, Media & Technology Industry Group 

 

Accenture Consulting: Your Unique Place in our Global Collective

Being part of Accenture Consulting means becoming an expert at making the New happen Now. To us, the New is all about the wise pivot that turns constant disruption to continuous reinvention. We are an innovation led-company that works at the heart of our clients’ organizations so that no matter how complex the business challenge, we face the future with confidence.

 

If you love solving challenges and not just studying them, then Accenture Consulting is the right place for you. Join us to develop your ideas into provocative points of view and transformative insights that help shape industries. You’ll work with an amazing and diverse mix of world-class experts with access to one of the most robust portfolios of capabilities and ecosystem relationships in the industry. Together, you’ll do so much more than consult.

 

Coming here means future-proofing your career and going as far as your ambition takes you. Becoming a tech-savvy, well-rounded, multi-disciplined and market-relevant advisor doesn’t happen by chance. We invest in training and development in a big way, so you can build your future along with ours, creating an impactful career unique to you. Ultimately, we believe we is greater than me and that diverse perspectives lead to the best solutions. Joining Accenture Consulting means you will learn, innovate and lead, and together we will improve the way the world works and lives. 

 

Accenture’s Communications, Media and Technology practice works with the world’s most innovative, technologically advanced and exciting companies. From the disruptors of Silicon Valley and China to established media and communications players, to the high-tech companies who are building the infrastructure on which our modern society depends, CMT is planted firmly in the middle of what matters most in business and society across the globe. Are you ready transform the way the world connects, lives and works? If yes, join us in CMT and help move the world forward today!

 

Job Description

Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.

 

A professional at this position level within Accenture has the following responsibilities:

  • Provides solutions to complex business problems for area(s) of responsibility where analysis of situations requires an in depth knowledge of organizational objectives. 
  • Involved in setting strategic direction to establish near term goals for area of responsibility. 
  • Interacts with senior management levels at a client and/or within Accenture, which involves negotiating or influencing on significant matters.
  • Has latitude in decision-making and determining objectives and approaches to critical assignments.
  • Decisions have a lasting impact on area of responsibility with the potential to impact outside area of responsibility. 
  • Manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

 

Travel:  It is our intention for our people to live where they work and work where they live. However, in the context of our profession and serving our clients there may be times when you will need to travel extensively.

 


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Qualifications

Basic Qualifications:

  • Minimum of 5 years of combined experience in the following:
    • Strong functional understanding of Customer Service and Support business processes related to: customer support channels, case management, customer management and obligations, customer service operations, service design, and customer experience
    • Strong functional understanding of Sales business processes related to: direct and indirect/channel sales, inside sales, SMB sales, enterprise sales
    • Deep experience in multiple customer service and support capabilities such as: case submission, case routing, case assignment, automated workflows and approvals, knowledge and content management, case swarming, customer self-service, reporting
    • Deep experience in multiple sales capabilities such as: lead generation, opportunity management, account planning, solution / outcome selling, market understanding and awareness, post sales account management
    • Experience with incorporating Voice of Customer "VoC" into sales, customer service and support processes.
    • Experience with data, analytics and Applied Intelligence across the sales, service and support functions
    • Knowledge of sales, service and support platforms and applications
    • Leading and understanding large, complex global transformation projects
  • Minimum of 3 years of experience in Sales and Customer Service / Support platform technologies such as: Salesforce and Dynamics
  • Bachelor's Degree required (preferably in business, information systems, engineering, or computer science)

 

Professional Skill Requirements

  • Proven ability to build, manage and foster a team-oriented environment. 
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information systems environment 
  • Excellent communication (written and oral) and interpersonal skills
  • Excellent leadership and management skills

 

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

 

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 a Federal Contractor and 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.

Locations

CA - El Segundo,CA - Los Angeles,CA - San Francisco,CA - San Jose,WA - Seattle

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.

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

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