Accenture Strategy & Consulting. Through deep industry expertise, analytics and insights, we empower clients to survive and thrive in the new, the now and the unknown. To stay agile in a world dominated by change, the C-suite must keep the core business running while simultaneously identifying and investing in the new. Accenture Strategy & Consulting enables leaders to act quickly and confidently as they pivot to the future. Known for our ability to execute at speed, we help clients determine clear, actionable paths to competitive agility by bringing them new thinking on business and technology.
A customer experience maven and know how to analyze an organization’s sales and service operations, laser in on pain points, and optimize customer and employee experiences online, on the go, on the phone, or in store.
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 led a customer support transformation previously and understand large scale technology delivery.
A real sales wizard with deep insight into the nitty-gritty details of subscription sales programs, inside sales, operations, analytics and forecasting. Your wheelhouse includes a solid grasp of business processes like sales ops, deal desks, inside sales and understanding around lead gen.
You have a vision when it comes to business processes, and you know how to guide clients toward the next level of success. Creative and analytical abilities? Yours are ace, and you enjoy using them for in-depth problem-solving.
You’re a natural leader, with a flair for relating to people and communicating clearly and effectively, which is why you really shine in a fast-paced, team-oriented environment.
- Evaluate clients’ current brand and customer experience strategies, and guide them in transforming and optimizing them
- Lead delivery teams to design solutions that maximize the reach and relevance of brand interactions across media, website, and physical touchpoints
- Advise clients on ways to measure and improve customer experiences, branding, and other business metrics
- Implement change-management initiatives that drive adoption, ease implementation, and position customer- solutions for long-term success
- Evaluate clients’ current customer service offerings, identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals
- Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
- Evaluate clients’ current sales functions, skills and recommend sales transformation solutions that address their unique market and organizational needs
- Redesign client functions like sales organizational structures, selling motions, inside sales, lead gen, analytics, forecasting, and operations as needed to achieve their goals, with emphasis on subscription models
- Establish long-term client relationships, and support business development efforts when needed
- Manage and coach junior team members, and continue to grow your own expertise to help Accenture maintain its thought-leadership position
Here’s What You Need:
- 5 years of experience in any of the following sales and service areas:
- Analyzing an organization’s sales and service operations to identify the customer and employee pain points across all types of touchpoint (online, chat, call center, mobile, retail)
- Advising clients on the process and organizational changes needed to improve the customer and employee experiences
- Working in-depth with customer service and support business processes and capabilities
- Incorporating experience design and analytics into customer service, and support processes
- Making recommendations for technology solutions to improve and connect sales and services experiences for customers and employees
- Implementing your recommendations with cross-functional stakeholders, including business and technology leaders and frontline employees
- Building business cases and calculating ROI on customer strategy initiatives
- Analyzing and assessing sales processes for GTM, inside sales, and operations
- Using data analytics on sales and business performance
- At least 3 years of experience in a consulting environment
- At least 3 years of strategic program experience involving team leadership and project leadership
- At least 3 years of Leading and understanding large, complex global transformation projects
- A Bachelor’s degree
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Requesting An Accommodation
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