Client Solutions Manager

CXponent; Chicago (IL); Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

A leading consulting firm is seeking a Client Solution Manager who excels in both tactical project management and strategic advisory functions. This role involves orchestrating various engagements to optimize contact center performance, while also ensuring timelines and budgets are met. The ideal candidate has deep expertise in contact center dynamics and is skilled in consultative communication with executive stakeholders. This is an opportunity to make a meaningful impact at the intersection of technology and business transformation.

Qualifications

• Proven track record of balancing tactical project management with strategic process optimization.
• Deep understanding of contact center drivers and metrics.
• Ability to provide proactive updates on business outcomes.
• Familiarity with CCaaS, UCaaS, and automation tools.
• Skill in navigating stakeholder dynamics and mitigating risks.

Responsabilités

• Master the lifecycle of engagements, ensuring specific business outcomes.
• Serve as the primary contact and Trusted Advisor for clients.
• Manage complex projects using PMI and Agile methodologies.

Connaissances

Tactical project management

Strategic process optimization

Consultative communication

Problem-solving skills

Technical literacy

Description du poste

Overview

At CXponent, we don’t just manage projects; we drive business transformation. We are seeking a Client Solution Manager who embodies a dual-competency mastery of tactical execution and strategic advisory. You will serve as the "Conductor" of our engagements—balancing project timelines and budgets with the high-level consulting required to optimize contact center performance, improve KPIs, and integrate AI-driven solutions.

Core Responsibilities

1. Strategic Project Orchestration (The "Get It")
   • Master the complete lifecycle of CXponent engagements, ensuring projects stay on track while delivering specific business outcomes (efficiency gains, improved NPS, and reduced cost-to-serve).
   • Bridge the gap between technical requirements (CCaaS, UCaaS, AI) and business results.
   • Lead distributed teams, managing both the technical implementation and the organizational change management required for success.
2. Client Advisory & Advocacy (The "Want It")
   • Serve as the primary point of contact and "Trusted Advisor" for client leadership, pushing past complacency to drive ongoing operational improvement.
   • Orchestrate vendors, internal SMEs, and client stakeholders to ensure a unified approach to transformation.
   • Continuously refine CXponent’s internal delivery playbooks to elevate our service standards.
3. Operational Excellence (The "Capacity")
   • Manage complex, client-facing projects using a blend of PMI and Agile methodologies tailored to specific consulting goals.
   • Advise C-suite and VP-level stakeholders on contact center strategy, leveraging deep operational experience.
   • Identify and mitigate both project risks (delays) and business risks (failure to meet CSAT goals) using data-driven diplomacy.

Qualifications

• Dual-Competency Expertise: Proven track record of balancing tactical project management (budgets, resources) with strategic process optimization.
• Contact Center Acumen: Deep understanding of contact center drivers, including operational efficiency, AI integration, and CX metrics (NPS/CSAT).
• Consultative Communication: Ability to provide proactive, high-level updates on business outcomes and ROI to executive stakeholders.
• Technical Literacy: Familiarity with the CX technology landscape, specifically CCaaS, UCaaS, and automation tools.
• Problem-Solving Mastery: Skilled in navigating complex stakeholder dynamics and resolving bottlenecks before they impact project health.

Why CXponent?

We are looking for a catalyst—someone who takes pride in "getting things done" while fundamentally improving how our clients do business. If you thrive on the intersection of technology, people, and process, we want to hear from you.