Global Solutions Architect Leader

Global Project Manager Position

We are seeking a seasoned Global Project Manager to lead our Solutions Design and Customer Experience teams. This role involves providing comprehensive expertise in opportunity identification and assessment, leading to the creation and submission of proposals to prospective clients looking to outsource their Customer Experience in Service Delivery operations. The successful candidate will participate in all phases of the sales lifecycle, providing guidance and subject matter expertise in industry insights and leveraging solutions.

This position is responsible for maintaining critical relationships across internal stakeholders to enable collaboration and enhance solution offerings. As a stakeholder in the delivery of solutions, this role collaborates with the Transition and Partner Success teams on the planning and execution of program implementations.

Responsibilities

• Work with Sales Business Development teams to build and execute selling strategies, including providing pre-sales functional support, consultation, and solutions that align with prospect/client's needs, goals and objectives in terms of CX Service Delivery.
• Provide opportunity qualification expertise to evaluate client's business needs and align them based upon our differentiators in Technology (first party solutions).
• Understand industry trends and specific client needs to cultivate innovative thinking and foster trusted advisor relationships with clients.
• Translate business and technical specifications into specific project scopes of work and service delivery requirements.
• Understand reporting of metrics, defining key performance indicators, and workforce management (forecasting & capacity planning).
• Maintain internal, first party solution documentation including capabilities presentations and competitive analysis matrices by collaborating with internal Product and Marketing teams.
• Provide technical, functional, and solution subject matter expertise to the Sales team, prospect, and existing clients from a Technology perspective. This requires a deep understanding of our Technology Infrastructure (network, systems, telephony, software development), process flows and Security policies.
• Manage the Requests for Proposals (RFP) and Requests for Information (RFI) process as well as acting as subject matter expert (SME).
• Develop and write business and commercial proposal documents to be delivered as part of RFPs and unsolicited bids.
• Create and maintain an internal facts & answers library for articulating solution capabilities and strategic value in collaboration with Marketing and Sales teams.

Solution Development and Marketing

• Write the proposed solution in collaboration with internal business partners.
• Proactively deliver strategic messages and roadmaps to new and prospective clients.
• Collaborate in developing solution options in alignment with clients' business needs and requirements identified in conversations with prospective clients.
• Provide input to the Business Development (Sales) and Marketing teams for the purposes of executing plans for brand development, market awareness, and positioning.

Collaboration Across the Organization

• Establish and maintain effective multi-disciplinary working relationships across various levels including staff, clients, prospects, vendors, professional organizations, regulators, and senior management.

Requirements

• A minimum of 3 years of experience in a Solution Design or Implementation role in a BPO setting.
• A minimum of 2 years of experience in Project Management, Consulting or client-facing role in a BPO setting.
• Bachelor's degree in Business Administration, Computer Sciences or Systems Engineering is a plus.
• Exceptional oral and written communication skills with strong presentation capabilities.
• Excellent interpersonal and leadership skills that demonstrate the ability to solve problems, achieve results, and foster strong customer service orientation.
• Strong organizational skills, with the ability to adapt messaging to be relevant to the intended audience.
• Solid understanding of Business Process Outsourcing, Customer Experience Delivery, and IT solutions.
• Proficient computer skills including document editing suites, visual diagramming, document and file management, and advanced slide presentation software knowledge.

Preferred Skills

• Proficiency in using spreadsheets, formulas, sorting and filtering of data, and summarization of large data sets.

Job Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Project Management and Information Technology
• Industries: Internet Publishing

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