CX Installed Base Consultant Lead - Americas Location:
RTP, North Carolina, US
Any US based location
Area of Interest
Networking, Security, Software Development, Testing
You will lead a team of IB Consultants. The IB Consultant (IBC)
is a non-quota carrying role that collaborates with Renewals
Managers, IB Analysts, Sales and partners on all annuity offers for
a defined set of accounts. IBCs work collaboratively with RMs to
help drive towards an agreed (& often expanded) view of the
Customer’s installed base through data visualisation tools. With an
installed base agreed, the IBC will use their services knowledge to
recommend annuity strategy and upsell opportunities though
analytical insights & narrative. IBCs process strong analytical,
sales and process knowledge to aid RMs to drive optimised renewal
Collaborate with the Geo Renewals Lead and Geo Strategy lead to
align coverage requirements and to drive CXIB methodology as the
primary GTM on Premier Key and Major Accounts.
Collaborate with CPS IB Ops to drive early engagement on
prioritised accounts and to ensure adherence with the process steps
agreed.Drive continuous improvement to further enhance the
partnership with this organisation.
Run account prioritization on a quarterly basis with the RM
Theatre leads and Service Seller leads as required.
Support and mentor IB Consultants in positioning installed-base
visualization and upsell opportunities as needed.
Evangelize CX IB Methodology across all aspects of the program
as the need arises in the Geo.
Provide proactive feedback to the CXIB Program team regarding
process, policy, tools and enablement materials.Use the knowledge
that you acquire to help to improve and innovate existing tools and
Accountable for the accurate reporting of CXIB Methodology
Engagements of your team.
Use available dashboards to drive performance within the team
and with our stakeholders.
Who You'll Work With:
You will be part of CX Programs and Renewals Optimization team,
working with CPS IB Analyst, Renewals Manager and Sales to provide
Installed Base insights and upsell recommendations towards and
optimised renewal outcome.
Who You Are:
10+ years of professional experience of management in either
Sales or Data Analytics
Excellent communication (verbal and written) and interpersonal
Proven problem-solving skills, attention to details and
exceptional organizational skills
Ability to deal with ambiguity and competing objectives in fast
Working knowledge of Customer Experience organisation
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