Client Solutions Manager

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Act as the lead for client accounts and innovation initiatives.

• Convert business challenges and consumer pain points into projects involving AI, automation, analytics, and process enhancements.

• Take ownership of the innovation pipeline, future roadmap, and ongoing improvement strategy for the account.

• Establish and maintain trusted relationships with client stakeholders.

• Grasp client priorities, risks, and overall business objectives.

• Manage the client portfolio, addressing brand-specific requirements and needs.

• Identify and cultivate opportunities in AI, automation, and digital transformation.

• Oversee the innovation pipeline and develop business cases, utilizing client feedback and consumer insights.

• Suggest future technology solutions and strategic roadmaps.

• Assist in business reviews with recommendations for innovation, insights, and transformation.

• Monitor critical quality metrics and initiatives for continuous improvement.

• Collaborate with Operations, IT, Reporting, Quality, and Product teams to implement improvements and set priorities.

⛳️ Requirements

• Minimum of 3 years in Account Management, Client Success, Consulting, Digital Transformation, or Technology Solutions.

• At least 1 year of experience working with AI, automation, analytics, or CX technologies.

• Excellent executive presence and client relationship management skills.

• Proven experience in constructing business cases and transformation roadmaps.

• Capability to translate technical capabilities into tangible business value.

• Background in leading cross-functional initiatives and managing project portfolios.

• Strong analytical skills and the ability to convey stories effectively.

• Comfortable presenting to senior client stakeholders.

• Preferred: Experience in the Contact Center / CX industry.

• Preferred: Familiarity with AI solutions, such as Agent Assist, GenAI, Knowledge Management, and Analytics.

• Preferred: Experience with VOC and customer journey enhancement programs.

• Preferred: Background in SaaS or technology consulting.

• Preferred: Leadership experience in change management and innovation programs.

• Skills in Process Excellence, Collaboration, Communication, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution Orientation, and Entrepreneurship.

• Proficiency in AI and Data Literacy.

🏝️ Benefits

• Comprehensive health benefits, which may include medical, vision, and dental coverage.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs available as eligible.

• Competitive 401(K) plans.

• Life insurance.

• Supplemental medical coverage.

• Critical care insurance.

• Pet insurance.

• FSA plans.

• Discounts at retailers.

• Opportunities for career advancement.

• A workplace culture that values inclusivity and diversity.

• Support for active-duty service members, veterans, and military families.

• Reasonable accommodations during the application process.