Customer Service Platforms Director, EMEA

A Practice Expert – Reporting to a Practice Lead:

  • Drives Service-relate revenue – through direct and supportive selling – owning a revenue goal for the Practice.
  • Fills the role of Service Cloud thought leadership and evangelizes within the company and externally in the Service marketplace.
  • Supports Client Advisors and Engagement Managers in their efforts to sell Bluewolf services and products.
  • Enable IBM and Salesforce channels
  • Supports Bluewolf & IBM project teams in the areas of Customer Service and Support strategy (Salesforce Service Cloud, Community Cloud, Field Service, Watson for Contact Centers) – recommending industry best practice solutions based on client business needs – with a focus on contact centers and customer experience management.
  • Possesses a good grasp of key Contact Center and Customer Experience best practices – with the ability to lead executive level discussions to help Bluewolf clients transform their Customer Service and Support organizations.

RESPONSIBILITIES:

  • Owns an overlay revenue number; Brings in new accounts and revenue; Supports CAs and EMs in the sales process.
  • Builds relationships with Salesforce executives to drive Service-related revenue.
  • Works individually and with Bluewolf and IBM team members to support projects.
  • Is able to exercise independent judgment, and has the ability to take the lead role on enterprise-level sales opportunities and client projects, with minimal direction from a director or engagement manager.
  • Is able to effectively facilitate meetings, conduct brainstorming sessions, using consensus-building skills to interact with executive level project sponsors.
  • Is able to lead vision and strategy discussions with contact center and customer service leadership and management.
  • Writes, speaks and engages both internally and externally to promote Bluewolf’s successful brand.
  • Detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models, and technologies.
  • Basic Knowledge of implementation and configuration of enterprise systems such as CRM, Case Management, SFA, ERP, CTI, Case Management, Knowledge Management
  • Salesforce certification as required by role upon hire

REQUIREMENTS:

  • Requires a bachelor’s degree and/or at least 5 years of consulting experience in the customer service field.
  • Has Sales experience – ownership of revenue goals.
  • Willingness to travel nationally and internationally

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