ResultsCX · 7 hours ago

Sr Solutions Architect

United States

Full-time

Remote

Senior Level, Lead/Staff

12+ years exp

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Responsibilities

Design of Customer Relationship Management Solutions, usually focused around a either a Contact Center / Front Office, digital and/or associated back office/ processing center.

Apply knowledge of market insights/trends and competitive landscape, specifically around the technology applied in the business i.e., Process Automation / Analytics / Omni-Channel, etc.

Coordinate and facilitate all activities surrounding bi-weekly Enterprise Business Review.

Assign resources appropriately for all opportunities established during EBR, including proposal writer and solutions architect.

Collaborate with team members to develop solutions within a complex operational environment.

Manage Business transformation with demonstrable improvements in process.

Assume point of contact for all Sales solutions processes as departmental RMS Champion including creation, maintenance, and continuous improvement activities on quarterly basis.

Employ knowledge of the various commercial/pricing models used in selling BPO solutions to clients, including gainshare and transformation models.

Build complex models to demonstrate business cases, etc.

Collaborate with all levels of an organization, including senior executives in sales, products, and operations, across multiple companies required, and in several countries.

Coordinate activities between Proposal Writers and Solutions Architect.

Regularly inspect and review teamwork including but not limited to, proposals, RFP responses, special projects, and solution resources, providing feedback and correction as needed.

Complete final sign off on every Opportunity Workbook within each account folder.

Coordinate and map transfer of files to appropriate supporting departments and folder placement as opportunities move into respective closed Salesforce status: Won, Lost, Abandoned.

Identify the best-fit blend of analytics, technology, and operations talent to bring the solution’s value to the client and to the company.

Develop transformation business cases and creative commercial models that allow stakeholders to achieve their innovation, service, and financial goals.

Serve as an internal subject matter expert (SME), and when needed, support Sales Lead as client facing external SME, on key topics in the BPO space, including traditional offerings, analytics, and technology offerings, as well as trends in the BPO / Customer care industry.

Participate in, either remotely or directly on-site, a variety of client facing activities, such as presentations, site visits, due diligence sessions, etc.

Own consultative relationships, collaborating between supplier and ResultsCX.

Collect, analyze, and operationalize improvement strategies as identified from scorecard and time keeping activities.

Onboard, mentor, coach and manage performance of Solutions Architect team and/or other positions as assigned during term of role.

Qualification

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Customer Relationship ManagementBusiness TransformationBPO SolutionsBusiness Solutions DevelopmentProcess AutomationOmni-ChannelCost Value CalculationsRFP ManagementCommercial ModelsProject ManagementSales Solutions ProcessesProposal WritingSalesforceCoachingPerformance ManagementClient EngagementSubject Matter ExpertResultsCX ExperiencePMI CertificationMentoring