To support the acceleration of the company's growth and sales development in EMEA, Sitel Group is looking for an ambitious and dynamic CX Solutions lead for the Spanish Market. This candidate should be experienced in assessing Clients’ and Sitel Group's needs in the areas of Customer Service and CX, Digital Transformation, Cloud Contact Centre technologies, Conversational AI, Operational Improvements, Automation and Innovation, and recommending, designing, and building integrated solutions that combine the best Sitel EXP+ products to bring added value to our clients.
Reporting to the Head of EXP+ Solutions, EMEA, you will work closely with Sitel Group and EXP+ solutions leads, product owners, and the head of sales to define solutions, proposals, and RFP responses that meet our client’s needs. You will co-ordinate the EXP+ solutions community, ensuring that we provide unified support to Sitel Group teams and that our offers meet the needs and requirements of our customers. If you are looking to develop in an international environment and are rigorous, creative, and pragmatic, with a real sense of customer focus, join Sitel Group and contribute to its expansion as the leader in Transformational CX Services!
Responsibilities
You will drive the EXP+ solutions team in Sitel Group’s Iberia region, working closely with business development teams and EXP+ product teams during the client sales cycle to provide effective integrated solutions that answer to the client’s needs and expectations. You will also act as the SME for cloud voice, chat, and conversational AI within solutions for the EMEA region.
You will be responsible for designing and building solutions that are aligned with the existing product portfolio and the teams’ expertise in each EXP+ family, and to lead conversations with clients that need guidance and/or want to engage in a digital transformation program. You will ensure that proposed solutions and RFP responses are effective and compliant with customer requirements, priced correctly and that project timelines are feasible and aligned with the delivery team's capabilities.
- You will be responsible for the overall solutions consistency of EXP+ in Spain
- Act as the solutions SME for Cloud Voice, Chat, and conversational AI for EMEA
- Lead clients’ conversations to understand business challenges and objectives
- Help clients and Sitel Group to define the best strategy to drive change
- Support the business development and solutions teams on proposals, documentation, and pricing
- Coordinate the conception and writing of bids with the solutions team of each EXP+ family
- Ensure that proposals meet the client's requirements and differentiate Sitel Group
- Present proposals to customers alongside Sitel Group sales, account managers, and leadership
- Act as an EXP+ subject matter expert, supporting sales and account managers during client meetings
- Deliver business cases and customer success stories that can be included in proposals
- Provide ongoing expertise to customers during and post-project implementation
- Guide the demo strategy and ensure that these are representative of the overall EXP+ offer.
Additional tasks
- Perform, in collaboration with sales, account managers, and customer success teams, discovery sessions with customer service operations managed by Sitel Group and/or the client to identify business opportunities and promote EXP+ products and offers
- Identify opportunities/needs for CX consulting during the pre-sales phase, after the start of the project, or during the run phase
- Help assess the ROI and business impact of deployed solutions
- Contribute to the business development strategy and action plan, the improvement of Sitel CX Technology's global offer and products roadmap, and the production and improvement of sales documentation and marketing materials
- Support the Delivery teams to ensure the success of projects and provide solutions if necessary
- Contribute to the improvement of EXP+ offers and products by providing customer feedback
- Maintain knowledge of both CX technology and business trends and be a step ahead in the direction the customer service industry is heading
- Work with Marketing teams to help build collateral
Skills
Business skills
- Spanish language essential
- Knowledge of cloud contact centers (CXOne / Ring Central / Genesys), awareness of chat platforms (e.g. Live Person, Whoson, etc.), awareness of conversational AI / Chatbots
- Previous experience as a solutions architect, sales or account manager in the CX industry
- Expert in customer relations, CX, and/or digital innovation
- Ability to understand client business issues, analyze problems and propose solutions both functionally and technically
- Excellent oral and written communication skills and ability to adapt to a business audience
- Ability to summarize and report to senior management
- Know-how in project management, team leadership, and conducting meetings
- Customer focus
- Ability to anticipate, be proactive, take initiative, and make decisions
- Ability to innovate and design new solutions
- Strong commercial appetite
- Strong knowledge of MS Office and CRM software
Cross-functional skills
- Adaptability and flexibility
- Strong sense of analysis and synthesis
- Strong oral and written communication
- Conviction and influence
- Customer orientation
- Interpersonal skills
- Rigor and organization
- Teamwork, a known collaborator that drives cross-functional partnerships
Regular travel in Spain / Portugal, occasional travel to other regions
