Senior Director of Pre-Sales Solutions and Sales Enablement

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

We are seeking an experienced Customer Experience Management (CXM) BPO Pre-Sales Solutions and Sales Enablement leader. They play a crucial role in developing and delivering innovative AI-enabled CXM and contact center solutions as part of sales pursuits with existing and potential clients. They are responsible for developing and implementing strategies and processes while building and leading a global team of solution architects, proposal managers and sales enablement professionals. The goal is to deliver high-impact solutions and proposals that drive revenue growth and increase win rates.

The Senior Director of Pre-Sales Solutions and Sales Enablement is responsible for developing, implementing, and maintaining the processes and team that support the pre-sales solution and proposal presentation development motion. They must have experience developing and leading teams of pre-sales solutions architects, proposal managers and sales enablement professionals. As the leader of this department, you will need to be able to work on multiple high profile sales pursuits simultaneously and lead a culture of happy and high performing global team members.

Principle Accountabilities (Key Result Areas)

• Hire and lead a high performing global team of solutions architects and proposal managers.

• Develop and implement department processes that result in higher quality solutions and proposals thereby increasing new business revenue and win rates

• Generate high-impact solutions and sales presentations to highlight the value of our AI-enabled CXM solutions.

• Conduct assessments and discovery to uncover customer experience pain points, client strategic priorities and business challenges.

• Translate discovery information into win themes and AI-enabled CXM solutions, including pricing inputs gathered from internal stakeholders.

• Lead a solutioning team that will act as the “wingman” for the new logo sales executives, understanding the ins-and-outs of a pursuit to represent the deal internally based on direction from the Sales leaders.

• Lead a proposal management team that will project manage all element of a sales pursuit and develop and deliver high-impact and compelling proposals. Proposals will take various forms, including PowerPoint, MS Word and as part of RFx responses. The leader will be an expert in all formats.

• Develop processes and tools for solution architecture, proposal development, pricing development and high impact presentation creation, including proposals and pitches.

• Work closely with Sales and internal stakeholder teams to ensure successful sales pursuits.

• Stay updated with product, industry, and market trends.

• Provide pre-sales process training about solution architecture and proposal development to the Growth organization and internal stakeholders.

• Supervise and provide tracking and analysis for the performance of the department and team members.

Skills

• Proven experience as a CXM BPO Pre-Sales Solutions Architect or similar role.

• Excellent understanding of Customer Experience Management for US Healthcare companies

• Excellent understanding BPO Customer Experience Management solutions including AI-enablement for customers and contact center agents

• Demonstrated leadership skills, building and leading a team of global professionals.

• Excellent communication, collaboration and interpersonal skills.

• Elite level presentation skills and comfort engaging with C-level executives.

• Ability to build relationships with client executives, sales executives and internal stakeholders

• Strong problem-solving skills and solution ROI analysis skills.

• Knowledge of BPO CXM market trends, industry participants, and new technologies, including AI.

• Excellent skills in MS PowerPoint, Excel, Word and Teams

Qualifications

• Bachelor’s degree

• 10+ years experience developing and presenting BPO CXM solutions for healthcare and non-healthcare clients.

• Experience leading teams of pre-sales solutioning, proposals and pursuit management professionals.

• Experience designing, implementing and training pre-sales processes for solution architecture, proposal development and developing pricing proposals

• Experience developing AI-enabled CXM solutions through Pre-Sales Solution Architecture, Proposal Development and RFx responses

• Demonstrated excellent interpersonal and communication skills, with the ability to articulate Customer Experience and AI-enablement concepts to non-technical audiences.

• Experience working with global and cross-functional teams in a fast-paced environment.

• Strong decision-making and problem-solving abilities with a focus on delivering results.

• Ability to collaborate, shape and deliver presentations, and communicate effectively with C-suite executives

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.