Pre 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 a Pre Sales Solutions Lead for their growing team.
The Pre-Sales Solutions Lead will have worked extensively to develop the right solution in-line with the Proposition and Prospects needs working closely with the Sales Team and Technology Solutions teams, will also be involved in developing the Proposition.
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.
Working closely with the subject matter experts in each business area the Solutions Lead will be required to co-ordinate the identification and articulation of all the components needed to deliver the overall solution in support of the Sales & Business Development Teams.
Main Responsibilities and Key Objectives
§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 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
§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
§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
§Ensure solutions proposed adhere with regulatory legislation
§Engage colleagues through collaborative and creative workshops to develop innovative solutions
Power our People through technology:
§Successful proposals utilise Woven's innovations and technologies with new and existing clients
Drive brand perception and delight our Clients & their Customers:
§Increase brand reputation through innovative solution design and delivery
§Contribute to case studies and increase brand reputation through innovative solution sales
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