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Vacancy : Director, Contact Centre Solutions
Company Location : London
Purpose – Broad objective of the role
Drive deep and strategic customer engagement and campaigns in the UK&I global customer market for contact centre solutions, enhancing TCL relevance to enterprsie customers and resonance with the strategies of these customers. To have a deep understanding of the contact centre service landscape / context, to identify & develop opportunities and pursue closure while working with the customer success team to deliver outstanding customer experience.
Develop a medium term (2 years+) campaign plan by understanding the customers business, their current landscape and areas where TCL can contribute
Aim to increase the TCL’s wallet share and position TCL as a strategic partner for customers digital transformation.
Identifying opportunities for wider engagements (multi-tower, multi-year, multi-products) and support the development of pursuit strategies in collaboration with others in UK&I sales.
Deliver Revenue Targets and Pipeline Growth (annualised, total contract value and qualified pipeline value)
Solution Selling Approach by putting across Tata Communications Point of View in the minds of customer in line with TCL processes and best practice
Ability to work on large complex deals and make connects with CXO levels in customer organisation.
Lead client negotiations, manage deal progression and deal closure by ensuring cross functional teams (BD Teams, Bid Management, Solutions, Legal, Commercial, etc) are well aligned in stitching a deal together for the customer
Proactively identify the problem area internally with product & solutions team, setting up periodic bid calls between, sales, legal, commercial, solution & product to propose the desired solution to customer, prioritize on key opportunities to gain faster closures.
Monitor lead and opportunity progress on CRM system Salesforce.com. Creating account development plans driving large deal closure with teams participating across support functions Using C level mapping for faster closures.
Drive pipeline development and work with TCS, SI and alliance channel teams to enhance routes to market
Develop existing customer base through appropriate propositions and ethical sales methods and drive improvement in NPS (Net Promoter Scores)
Track and report market and competitor activities and provide relevant updates / reports
Constant upgrade of skills by acquiring all Role based curriculum recommended Trainings & Certifications.
Behaviours you display
Must be able to collaborate across stakeholders – Internally (Product, Marketing; Networks Team, CSO – Service Management, Billing & Collections , Solutions Team, etc) and Externally (Marketing Research, Customer forums, Partners, OEM vendor teams, etc)
Excellent Communication/Client relationships/ Executive engagements /Strategic planning /evaluating new account penetration techniques etc
Excellent command on UK&I global account footprints & great product knowledge would be an additional advantage.
Highlight DRIVE behaviours – Accountability & Ownership, Collaboration, Innovation & Agility
You have experience in
years of experience working in Technology Product Sales.
Should have worked with Cloud, IT/SI/Telecom organizations in account management role.
Must have experience in working with Large enterprise environment
Must have experience of contact centre market
Any specialization in networking, past experience in technical/telecom solutions sales would be preferred
Pro-active liaise with other company functions (e.g. Product Management / Marketing / Finance / Operations)
Any Technical Sales Certification in Cloud , Hosting , Security , SDWAN, UCC & Mananged Services would be preffered . Certified Technology Consultant; Certified Technical Sales Professional; Certified in Data Analytics & Management; Certification in Program Management would be an added advantage.
Certified in Account Management; Certified in relationship management or large deals management would be an added advantage.
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