Sales & Service Senior Manager - CMT Seattle





Sales & Customer Service Senior Manger

Communications, Media & Technology Industry Group - West

Location: Seattle


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.

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.



Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.

The Management Consulting Senior Manager designs and implements business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process.



Job Description

Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.

Customer Service Operations professionals define a common framework and business capability for the management of customer-centric metrics. It includes an analytics driven scorecard, reporting and measurement technology, governance and organization model.

A professional at this position level within Accenture has the following responsibilities:
Provides solutions to complex business problems for area(s) of responsibility where analysis of situations requires an in depth knowledge of organizational objectives. Involved in setting strategic direction to establish near term goals for area of responsibility. Interacts with senior management levels at a client and/or within Accenture, which involves negotiating or influencing on significant matters. Has latitude in decision-making and determining objectives and approaches to critical assignments. Decisions have a lasting impact on area of responsibility with the potential to impact outside area of responsibility. Manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.



Travel: It is our intention for our people to live where they work and 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 extensively.

+ Basic qualifications

Basic Qualifications:

Functional Expertise:

Minimum of 5 years of experience:

  • Deep understanding of Cloud software and platform business

  • Deep understanding of Customer Service and Support business functions

  • Deep understanding of Sales business functions

  • Strong functional understanding of Customer Service and Support business processes related to: customer support channels, case management, customer management and obligations, customer service operations, service design, and customer experience

  • Strong functional understanding of Sales business processes related to: direct and indirect/channel sales, inside sales, SMB sales, enterprise sales

  • Deep experience in multiple customer service and support capabilities such as: case submission, case routing, case assignment, automated workflows and approvals, knowledge and content management, case swarming, customer self-service, reporting

  • Deep experience in multiple sales capabilities such as: lead generation, opportunity management, account planning, solution / outcome selling, market understanding and awareness, post sales account management

  • Experience with incorporating Voice of Customer "VoC" into sales, customer service and support processes

  • Leading and understanding large, complex global transformation projects



    Technology Experience:

    Minimum of 3 years of experience in the following:

  • Cloud ("SaaS") solutions and how fit into a client's larger application ecosystem (on premise as well as cloud)

  • Sales and Customer Service / Support platform technologies such as: Salesforce and Dynamics

    Bachelor's degree required (preferably in business, information systems, engineering, or computer science)

    Professional Skill Requirements

    Proven ability to build, manage and foster a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent communication (written and oral) and interpersonal skills Excellent leadership and management skills

    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).

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

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

    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.

    Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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


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