Manager/Senior Manager - CRM/Contact Centers Outsourcing Solutions - BFSI

CRM/CONTACT CENTERS Solutions Executive (Grade/Level: Manager/Sr. Manager-Solutions)

- As a subject matter leader in specialized CRM/Contact Center Outsourcing (CCO), you support business development engagements to sell customized solutions, as well as create, position, and promote our go-to-market offerings.

- You will work cross-functionally (e.g., with operations, sales, account management, marketing, and IT) as the key subject matter consultant.

- You will also play key roles in defining, architecting, and developing services, solutions and products to enhance competitive advantage in the marketplace. This role has very high visibility within the organization as we aggressively look to grow our CRM/Contact Center business portfolio.

Responsibilities :

Business growth :

- Your role requires extensive interaction and engagement with client/prospect representatives to understand their business needs for custom solution development.

- You are the primary support to both our new logo and existing account teams through the sales cycle, by understanding stated and unstated needs/pain points of prospective clients and using competitive intelligence for solution design.

- You construct customized solutions to meet client needs competitively, based on your deep knowledge of organizations capabilities.

- You provide guidance to the business pursuit teams in preparation for/participate in new deal strategy, game planning, sales calls, business solution offers/estimations, RFI/RFP responses, presentations, demonstrations, and contract negotiations.

Thought leadership & industry relationships :

- You participate in speaking engagements, conference panels, and trade shows.You represent and socialize both thought leadership/, promote our capabilities/offerings and experience within our focus industries, as well as comment on industry trends, technology impact, and business challenges using your subject matter expertise in your field of specialization.

- You also brief analysts to position organization in surveys/reports, and produce/publish white papers and blogs. This requires owning industry/analyst relationships and honorary office-bearer roles in industry bodies.

Offerings management :

- With your insights into client demand and emergent trends, you contribute to and provide governance to the selection and development of competitive offerings and solutions that can take to market.

- This needs collaboration cross-functionally, from proactively identifying market needs and business potential, to initiating conversations and pilots with anchor clients to launch new offerings.

Center of Excellence :

- Develop and provide the organizational center of gravity for the CCO specialization.

- This includes staying updated with market trends to monitor, collect, and share industry best practices and repositories/toolkits for reuse/to institutionalize their practice in the organization.

- You will need to provide direct input for developing the organization story/offerings with client executive/management/end-user/industry perspectives.

- You collaborate with marketing and sales to take organization to market, by developing/conducting training, materials, and knowledge sharing platforms. COE activities include driving industry/go-to-market planning, offerings strategy, and the creation of IP for long-term value creation,.

Business advisory :

- You will lead and conduct onsite assessments and process reviews within client programs (at both client organizations as well as internally) to drive innovation, continuous improvement, and value addition to enhance client and organization's business results.

- As solution architect in bids for new business, you provide oversight for business transitions to ensure success in early client relationships.

Qualifications/Experience :

- Ideally a graduate and postgraduate, preferably MBA.

- Direct experience of 8+ years in CRM/Contact Centers in BPO/IT organizations. Ideally this experience should have been in client-facing service delivery operations and account management roles in India.

- Demonstrably strong understanding of large scale CRM/CCOCRM back office business for both offshore and domestic clients will be a strong plus point. Minimum 5 years in a role managing process improvement, sales, operations or client servicing experience.

- Understanding of various pricing models, eye for detail, and comprehensive understanding of all pricing parameters

- Strong understanding of CRM/Contact Center business and CCO solutioning requirements spanning people, process, technology, financials, contracts, and compliance.

- Experience in product /offerings management in the outsourcing business, including go-to-market launches and business success and high-complexity, multi-location, cross-functional project management experience will be a plus.

- Consulting experience and consultative approach with clients and internal teams within B2B complex services industry, like BPO.

- Excellent client engagement and relationship-building skills; track record of initiating sales-qualified leads in meetings to assess their needs and manage their expectations quickly.

- Strong communication, presentation, networking, and public speaking skills.