Customer & Channels Senior Manager, Northeast Region



Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Accenture people build careers in four different areas of our business: Consulting, Technology, Operations and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

Working closely with our clients, Consulting professionals design, build and implement strategies that can help enhance business performance. They develop specialized expertise-strategic, industry, functional, technical-in a diverse project environment that offers multiple opportunities for career growth. While the specific type of consulting work they do can vary, it generally aligns to management consulting, systems integration consulting or technology consulting. Typically, Consultants work at client sites, which often requires travel. Process Excellence and Change Enablement professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.

Accenture's Consulting organization offers a full range of global delivery services-from enterprise solutions, system integration, technical architectures, business intelligence, infrastructure consulting, technology research/development, customer relationship management solutions, finance and performance management, human capital management, human resources transformation, supply chain management, and strategic business analysis.

Our consultants can expect to:

  • provide strategic guidance to solve complex business problems
  • deliver high-quality solutions across multiple industries
  • work with cutting edge technology
  • engage in a variety of projects ranging both in size and scope
  • receive continuous training and career development support

Customer and Channel

A critical part of our Management Consulting team is our Customer and Channel practice. You'll help clients with articulating their customer strategy and vision for customer experience, shape sales effectiveness and sales transformation agendas, help clients evolve their customer service mandates and the role of call centers in omnichannel and digital marketing agendas. Our Customer and Channel professionals apply deep Customer strategy development, architecting value, optimize channel management, apply operating models architecture skills, influence through insights and partner with our clients to make bold decisions on priority C-Suite issues. Our consultants blend deep industry expertise while consider emerging trends from cross industry to solve front-office issues that drive profitable growth.



JOB DESCRIPTION

This is not your ordinary job...which is why we are looking for extraordinary people. If you think working at the cutting edge of innovation and business transformation sounds exciting, Accenture may be the perfect place to take your career to the next level. As a management consultant, you'll shape and deliver solutions that help clients transform the way they do business. If you want to lead a range of activities from identifying client value creation opportunities to projects managing the business solution implementation, then we want to meet you.

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Accenture people build careers in four different areas of our business: Consulting, Technology, Operations and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

Working closely with our clients, Consulting professionals design, build and implement strategies that can help enhance business performance. They develop specialized expertise-strategic, industry, functional, technical-in a diverse project environment that offers multiple opportunities for career growth. While the specific type of consulting work they do can vary, it generally aligns to management consulting, systems integration consulting or technology consulting. Typically, Consultants work at client sites, which often requires travel. Process Excellence and Change Enablement professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.

Accenture's Consulting organization offers a full range of global delivery services-from enterprise solutions, system integration, technical architectures, business intelligence, infrastructure consulting, technology research/development, customer relationship management solutions, finance and performance management, human capital management, human resources transformation, supply chain management, and strategic business analysis.

Our consultants can expect to:
  • provide strategic guidance to solve complex business problems
  • deliver high-quality solutions across multiple industries
  • work with cutting edge technology
  • engage in a variety of projects ranging both in size and scope
  • receive continuous training and career development support

Customer and Channel

A critical part of our Management Consulting team is our Customer and Channel practice. You'll help clients with articulating their customer strategy and vision for customer experience, shape sales effectiveness and sales transformation agendas, help clients evolve their customer service mandates and the role of call centers in omnichannel and digital marketing agendas. Our Customer and Channel professionals apply deep Customer strategy development, architecting value, optimize channel management, apply operating models architecture skills, influence through insights and partner with our clients to make bold decisions on priority C-Suite issues. Our consultants blend deep industry expertise while consider emerging trends from cross industry to solve front-office issues that drive profitable growth.



Your Role: Senior Manager-Level - Strategy Consulting - CRM

There will never be a typical day at Accenture, but that's why people love it here. The opportunities to make a difference within exciting client initiatives are limitless in this ever-changing business landscape. Here are just a few examples of work you would be driving:
  • Analysis and diagnosis of current client marketing, sales or service strategy for varied industry group that have complex value chains.
  • Leading the strategy and design efforts of end to end customer solutions which may include changes to processes, policies, incentives/compensation, and enhanced technology capabilities.
  • Building the benefits case associated with transforming some or all of the client's sales or service capabilities.
  • Developing a comprehensive customer strategy and design that considers digital and omnichannel interaction models to personalize the customer experience.
  • Transforming client vision into concrete business requirements.
  • Leading business diagnosis and planning activities and formulating specific solutions to address gaps.
  • Leading development of implementation plans for proposed projects, including timelines, resource requirements and cost estimates.
  • Developing and tracking to a business case, measuring the value generated from improved customer experience and/or reduced cost-to-serve.
  • Gain a holistic view of a client's business and industry environment by leveraging a client's unique point of view, expertise and critical thinking skillset .
  • Leading development of business architecture, processes and capabilities.
  • Focus on strategy and take responsibility for organizational change and business transformation.

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Equal Employment Opportunity All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

It is our intention for our people to work where they live. However, in the context of our profession and serving our clients there may be times when you will need to travel.

+ Basic qualifications

Basic Qualifications:
  • Extensive experience defining and transforming B2B or B2C customer marketing, sales or service across interaction channels (e.g., digital marketing, retail, agent models), to help shape this transformational offering for potential clients.
  • 10 years of experience at a consulting firm or equivalent in an internal consulting role.
  • 7 years of experience in a sales or customer service leadership (e.g., channel sales, sales operations, field service, retail service, agency service)
  • Strong sales, front office, and/or customer strategy backgrounds in any of the Resources industries: Oil Field Services, Mid-stream, Refining, Retail/Commercial Fuel Sales, Chemicals, Lubricants, Utilities or Natural Resources.
  • Bachelor's degree.

Preferred Qualifications:
    • Experience with market leading CRM technologies such as Salesforce.com; MS Dynamics.
    • Demonstrate understanding of our clients' industry landscape and business options in the context of global, economic, technology and social trends.
    • Leadership, written and oral communication, interpersonal skills.
    • Ability to develop critical client relationships.
    • Travel to 100%
    • Strong relationships with C-Level executives
    • Exceptional verbal and written communication skills
    • Professional services/consulting experience highly desirable



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