CCC d.o.o. Sarajevo a member of the TELUS International Group

As a Solutions Development Manager you provide your expertise to build solutions from our customer experience (CXM), trust and safety (TnS) and/or digital (DX) portfolio offerings through the coordination with cross functional teams who provide inputs for new logos, growth to existing, renewals, and change orders. You ensure these agreed upon solutions requirements are aligned and documented following defined solutioning protocols and processes, and are responsible for translating these requirements into the applicable contractual format (e.g. statement of work (SOW)).

Key responsibilities

• Coordinate inputs from cross functional teams to build a solution to fulfill customer requirements

• Provide solutions expertise during the sales lifecycle

• Document agreed upon solutions requirements

• Oversee the translation on solutions requirements to the applicable contractual format - e.g. statement of work (SOW)

• Support continuous improvements initiatives to increase automation, reduce time to deliver solutions, etc

• Works under guidance of Sr. Consultant/Sr. Manager as secondary support for mid to high complexity opportunities; owns lower complexity opportunities as primary

Core competencies

● Focusing on customers, knowing my organization, managing self-development, giving support

Functional competencies

• Broad knowledge of customer experience and trust and safety business

• Knowledge of solutions coordination and development

• Solid management of stakeholders

• General knowledge of project management principles

• General experience working in cross functional team and management of mid level stakeholders

Qualifications

• 5+ years of work experience, preferably in Solutions, Consulting in BPO environment

Bachelor's degree in Business Administration, Finance or related career preferable; or equivalent work experience

Detailed Description

As a Solutions Development Manager you provide your expertise to build solutions from our customer experience (CXM), trust and safety (TnS) and/or digital (DX) portfolio offerings through the coordination with cross functional teams who provide inputs for new logos, growth to existing, renewals, and change orders. You ensure these agreed upon solutions requirements are aligned and documented following defined solutioning protocols and processes, and are responsible for translating these requirements into the applicable contractual format (e.g. statement of work (SOW)).

NOTE: This is a remote position where the team member may be based anywhere in North America, El Salvador, Guatemala, Europe, or the Philippines. Ability to travel for work as may be required (approximately 25% of time or less).

Primary Responsibilities

Reporting to the Sr. Manager/Director of Solutions Development, this role will be responsible to make recommendations for customized, out-of-the box, business solutions for our internal and external customers; will deliver customer satisfaction through the design and delivery of solutions that enable our customers’ businesses to align and deliver on their strategic imperatives; and make these solutions a reality by seeing them through from idea creation to completion.

• Providing consulting expertise on proposals, solutions, architectures, pricing, contracts, and strategic alliances.

• Providing end to end project management from solution strategy development through creation of key documents e.g. RFI, RFP, solution overview, SOW, etc.

• Leading solutioning strategy and financial modeling to develop winning integrated solutions.

• Participating in face-to-face customer meetings with the Sales and/or Customer Relationship Management (CRM) team to understand key requirements.

• Co-developing proposals and bid review presentations with the Sales and/or CRM team and contributing ideas to improve the delivery cost model framework.

• Working with Sales and/or CRM team to present our solutions to our customers.

• Assisting Sales and/or CRM team with negotiating Master Service Agreements and Service Schedules.

• Recommending at a management level the transitional aspects of the outsourcing process including performing due diligence, staff transfers and potential staff relocations.

• Understanding who and where different partners fit within our delivery models.

• Providing transition documentation to assist the Implementation team with the successful start-up of new business.

• Focusing on continuous improvement and teamwork through conducting quantitative reviews of the engagement process

• Growing skills within the industry.

• Executive Committee Updates (Quantitative / Qualitative):
  

  • Current state

  • Proposed actions

  • Actions needing EC approval

Specific qualifications

• An in-depth knowledge of the contact center within a BPO setting on a global basis

• A deep understanding of various business verticals and how businesses operate in general

• Understanding and experience using structured sales methodologies such as Target Account Selling, Solution Selling, Integrated Solution Selling, etc.

• Expert skills in Microsoft Office: Word, PowerPoint and Excel

• Familiarity with responding to a client’s procurement process and internal bid review processes for large, complex outsourcing deals

• Must possess the flexibility to partner with all internal departments as needed

• Excellent problem solving and decision making skills

• Ability to operate effectively in a team environment.

• Excellent oral and written communication skills and interpersonal skills

• Dependability regarding completion of assignments and attendance

Preferred qualifications

• Project or Program Management designation would be an asset

• Written communications and / or public speaking would be an asset

Required Skills & Abilities

• Ability to manage a global work from home team that drives accountability and ownership

• Ability to consult with customers at a senior executive level

• Ability to translate and communicate a customer's strategic opportunities into solutions

• Ability and experience in large complex sales situations for 100 seats +

• Ability to generate business case material to support resource and capital requirements

• Excellent written and presentation skills

• Ability to facilitate solutions in a complex business and technology environment

• Ability to manage customer expectations throughout a complex sale, transition and delivery process

• Ability to discuss customer solution benefits with solid business/financial acumen

• Strong decision making skills to determine the most appropriate solutions

• Ability to develop competitive value-add solutions through creativity and innovation

• Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders

• Ability to deal with uncertainty and take charge of difficult situations

• Ability to manage multiple priorities through excellent time management and organizational skills