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Customer Experience Transformation Specialist

2 meses atrás

São Paulo, São Paulo, Brasil Genesys Tempo inteiro
About the Role

As a key member of our customer-centric field team, you will play a crucial role in developing identified business opportunities and driving business-focused solution discoveries with customers. Your expertise will help identify and qualify customer expected business outcomes and map them to Genesys offerings and a roadmap to achieve the "first time value".

Key Responsibilities
  • Develop a deep understanding of customer current environment, key business challenges, and goals, and help them envision the benefits that can be realized with Genesys.
  • Effectively communicate Genesys' strategic vision and unique capabilities to customers, connecting them to the customers' business, and shares a compelling plan on how Genesys can help solve the customer's business challenges.
  • Critically evaluate customer requirements specified in RFP/RFI against Genesys Offer capability and created an accurate response.
  • Proactively identifies and manages customer concerns or risks in order to guide the customer to the best-fit offer.
  • Build and maintain strong, long-lasting customer relationships including trusted advisor relationships with key customer stakeholders and executive sponsors - ensuring customer satisfaction and broader adoption, consumption of the Genesys offer.
Internal Responsibilities
  • Maintain the appropriate level of knowledge by participating in all appropriate product, sales, and procedural training and certifications.
  • Provide an open and continuous knowledge transfer to both customer-centric teams (POD) as internal product and marketing organizations.
  • Understand the customer buying journey by connecting with the Marketing Sales Development Representative or Customer Success Manager.
  • Help facilitate a smooth transition from pre-commit to implementation by providing adequate knowledge transfer regarding the scope and requirements of the project, ensuring a seamless onboarding experience.
Requirements
  • Demonstrates a successful track record working as a pre-sales expert for a company selling Enterprise Cloud Applications.
  • Strong understanding and experience of CX industry as it relates to contact centers, digital, online, and platforms.
  • Demonstrate excellent knowledge in CX transformation practices and models.
  • BS or BA degree or equivalent work-related work experience.
  • Passionate and curious about technology evolution and how it is transforming industries (cloud, platforms, big data, AI).
  • Strong ability to build relationships at all levels, internally and externally.
  • Approaches problems with a solution mindset and out-of-the-box thinking.
  • Strong presentation skills - be credible and inspiring in front of all levels of management, including an executive audience e.g using storytelling or workshops.
  • Strong business acumen - including business benefit calculations.
  • Excellent Time management: manage multiple competing priorities, in a fast-paced, collaborative environment.
  • Positive attitude and high willingness to learn.
  • Ability to travel up to 50%.
  • Be able to work independently & as part of a team in a fast pace, rapid-change environment.