Customer Solution Manager
7 months ago
Purpose
The Customer Solution Manager will develop and implement best practices to help our largest accounts to optimize their Chat Commerce consumer journeys. This is a critical role in helping our sales team optemize and achieve their business objectives.
We Do The Right Things
Responsibilities of the Role
- Work in close coordination with the a regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).
- Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.
- Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
- Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.
- Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
- Contribute to strategic product develop in relation to target markets and specific use cases.
- Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
- Develop a long term plan to grow this expertise in support of Clickatell customers in all our target regions.
- Operate as a strong team player to achieve various goals and objectives
We Are On A Learning Journey
Requirements of the Role
- Work Experience
- Broad-based business professional with 10+ years of experience in business transformation and consumer journey design and development.
- Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects.
- Successful track record in shaping new generation, transformational products - especially in the retail or financial services verticals.
- Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.
- High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
- Successful background driving repeatable solutions, technical wins and / or practice wins.
- Knowledge and Abilities
- Good analytic skills to understand previous successes and market dynamics.
- Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, consumer behaviour and return on investments) to develop targeted solutions.
- Strong business acumen, analytical and problem skills, and focus.
- People-person who is skilled at impressing and satisfying customer not only with results but technical capability.
- Demonstrated leadership, teamwork and collaboration in a professional setting
- Excellent communication (written and oral) and interpersonal skills
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