CX Solutions Manager North America

Job description

Impact


5CA works with global partners to optimize their Customer Experience (CX), utilizing highly skilled agents who work from home across the globe. We work with some the world’s most renowned brands, who want to excel in CX. You play an instrumental part in growing 5CA’s position as a thought leader in the CX field. Together with our global sales & account management team, you tackle CX-related requests, and build and expand our CX consultancy offering. 

 


Your job


5CA has always been on the forefront of innovations and takes pride in helping our clients deliver great CX. We are a trusted advisor, and we do more than just filling seats.

As a CX Solutions Manager, you help our clients tackle bottlenecks and transform their customer experience. You look at the entire customer journey, identify bottlenecks, and provide hands-on advice to improve CX. You will manage a variety of projects, from helping existing clients with digital transformation projects, to implementing & onboarding new clients.

You work closely with our sales & account management team to build trust and help position new projects. You manage projects for existing clients, and you help them implement new services and/or tech solutions. Internal projects, related to improving our own CX, are also part of your scope. You manage our CX Tech Consultant, who works with our clients to optimize the use of their CRM platform and related tools. By combining the right tools with the right processes, you have the ability to drastically change our clients’ CX.

You report into our Director Sales Strategy. Close cooperation with our Sales, Operations and Enablement teams is essential to ensure your success.



Responsibilities

  • Consult with clients to optimize their CX processes, acting as the primary point of contact to ensure successful project delivery.
  • Implement & onboard new clients.
  • Ensure that project teams stay on track with timelines, milestones, budget, and communications.
  • Work closely with sales & account managers to assist with solution crafting and RFPs.
  • Join client meetings as a subject matter expert to build trust and identify opportunities.
  • Build and expand our CX consultancy offering.
  • Take the lead on optimizing 5CA’s own CX.

Job requirements

This is you

  • 5+ years of experience in a CX/BPO consultancy environment.
  • Bachelor's degree (or equivalent background studies).
  • Experience with Prince 2, Six Sigma, and Agile methodologies are a big plus.
  • You are agile, pragmatic, and forward-looking.
  • Demonstrable experience in change management & organizational changes, business analysis, and process design experience


5CA offers

  • An organisation in hyper-growth with an international, inclusive company culture
  • A talented and engaged workforce, working from home across the globe
  • An appropiate salary based on market standards, and flexible working hours
  • Continuous learning and plenty of opportunities for growth within your field of expertise

About us

5CA provides people around the globe with outstanding customer support. We use their preferred channel, in their own language, at the time that is most convenient to them. We love hiring and working with geeks: people who are enthusiastic and engaged with gaming, tech, and digital topics. It is our successful Work From Home program that allows us to attract similarly minded and highly talented people, without being limited by geography. We’re passionate in what we do, deliver a great customer experience. And most of all we’re passionate about who we work with!