Post Sales Solutions Lead / Call Centre Technology / Bristol / ££Comp
FWD are delighted to be working with one of Bristol's fastest growing Call Centre and Technology companies. They are an exciting new brand in the business process outsourcing & customer contact / call centre space and are now recuiting for a Post Sales Solutions Lead in the Bristol Head office. The Role
The Post-Sales Solutions Lead will be working closely with the Operations and Key Account Management Team to identify opportunities for our existing clients, they will also work closely with the Marketing and Technology Teams on new innovative solutions where we can add further value for our clients and their customers.
The Solutions Lead will work closely with colleagues in the Technology Solutions Team, Business Development, Key Account Management, Sales, Operations, Planning and Change teams to support the design and articulation of innovative multi-channel outsourcing solutions for prospective and current clients.
They will be responsible for supporting the process of assessing the current-state of Customer Experience Management within the client organisation and working with the Solutions team to identify how we can help them to transform it through operational excellence, integrated 'Omni-channel' customer experiences and enhanced customer insight and analytics.
Main Responsibilities and Key Objectives
This role will hold ongoing responsibility for:
§Supporting sales and business development teams in the development of compelling, differentiated and commercially attractive solutions in response to identified client needs and requirements.
§Supporting the design of the target operating model and key processes required to deliver the in-scope services.
§Business and Process Analysis support in identifying and quantifying the transformational outcomes that our solutions can deliver to clients through the integration of technology, analytics, processes, people and customer experiences.
§Generating solution specifications for handover to delivery teams for proposals that result in the awarding of new contracts. This includes key documents such as the Business Requirements Document (BRD), Technical Specifications and Statement of Work (SoW)
§On occasion the Solutions Manager may also be required to lead the Bid Management process for a project or bid
§Supporting the process of engagement with the client to ensure that their needs and requirements are fully understood and documented
§Supporting the process of ensuring that we understand both the current state and desired end state for the part of their business that we are supporting through our solution
§Participating in the presentation of solutions to clients as part of the sales or business development team response
§Facilitation of client and internal workshops focused on the identification of opportunities for improvement and innovative change in current and future environments
Solutions Process & Resources
§Owning and continuously improving the processes, tools and methodologies used to facilitate the design and documentation of solutions - in particular the Solution library of tools/documents which will be administrated and developed by this role
§Owning and continuously improving the case study material used to facilitate the design and production of proposals
§Ensuring that the effort taken to develop and propose solutions reduces over time through the management of knowledge, learning and the maintenance of a library of reusable content
§Production of solution content (Word, Excel, PowerPoint) for proposal documents and presentations
§For existing client opportunities production of proposal documentation and presentations. Work with Continuous Improvement Manager, Operations & Account Managers to gain input to existing client proposals.
§Contribute to delivering our financials through successful sales and business development proposal for new and existing clients.
§Reduction in effort taken to develop and propose solutions over time
§Design innovative saleable solutions which transform commercials with clients through increased margin/revenue or gain share models
§Ensuring original scope and commitments of client projects are achieved, if not exceeded
Skills and Behaviours
The successful candidate should have previous experience in Solutions roles, preferably in a BPO, Contact Centre or Technology business.
·Excellent problem-solving skills supported by a background in / experience of business and process analysis.
·Experience of delivering cross-functional contact centre/customer experience projects - ideally in a client-based environment
·Focuses on results and is committed to high personal standards with a desire to achieve and develop themselves
·Has a 'can do' attitude and able to perform in a fast-paced working environment
·Experience of designing and operating Customer Management and Contact Centre processes.
·Knowledge of current and emerging Multi-Channel customer technologies and trends in the industry
·Has been experience in multi-channel customer experience design and / or customer journey mapping
·Experience of the design phase of Solutions / Project propositions
·Experience of working on formal bids and client proposals OR formal project documentation for senior internal stakeholder approval