B2B Customer Service Innovation Manager - West

Job description

B2B Service Automation Manager – West

Communications, Media & Technology Industry Group

Locations: San Francisco, San Jose

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 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

Sales professionals improve sales organizations through process reengineering, sales talent management, incentive management, and operations optimization.

A professional at this position level within Accenture has the following responsibilities:
Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.
Closely follows the strategic direction set by senior management when establishing near term goals. Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach. Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments . Decisions have a major day to day impact on area of responsibility . Manages large - medium sized 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.

Desired profile

Qualifications :

Basic Qualifications
Minimum of 6 years of experience in the following:
• Deep understanding of Customer Relationship Management (CRM) and Customer Support Processes for B2B Enterprise Customers
• Strong functional understanding of business processes related to: Customer Self Service, Case Management, Knowledge Management, Master Data Management
•Deep understanding of customer support metrics that drive tangible outcomes and ability to impact metrics with access to certain sets of data
•Functional knowledge of how analytics and machine learning work, how they can be leveraged to drive automation in customer support
• Leading and understanding large, complex global transformation projects
• Understanding of industry trends and new innovate ways to drive productivity and improve customer experience

Minimum of 3 years of prior consulting experience & direct management of teams

Bachelor's Degree, MBA preferred

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.