Customer Experience & Service Transformation - Senior Manager

$131,100 - $336,900/Yr

Accenture - Detroit, MI

Full-time - Senior

Detroit, MI

Professional, Scientific, and Technical Services

About the position

The Senior Manager of Customer Experience & Service Transformation at Accenture Song is responsible for leading customer support transformation initiatives, optimizing service solutions, and enhancing customer experiences through innovative technology and strategic insights. This role requires a deep understanding of customer support organizations, technology delivery, and the ability to drive efficiencies using GenAI solutions. The Senior Manager will collaborate with various teams to deliver customer-centric solutions and establish long-term partnerships with clients.

Responsibilities

• Evaluate clients' current customer service offerings and organizations, identifying gaps and opportunities.
• Quantify business cases, estimating the value impact of recommendations, and sequencing transformation roadmaps.
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities.
• Collaborate across teams to generate insights and deliver customer-centric solutions.
• Advise on leveraging technologies like CCaaS, CRM, and GenAI for revenue growth and improved experiences.
• Measure success and improve customer-centric metrics for clients.
• Establish relationships with client stakeholders and build long-term partnerships.
• Identify opportunities and drive new business development efforts.
• Manage and coach junior team members, while continuing to grow personal expertise.
• Contribute to thought leadership to maintain Accenture's position as a leader in the field.

Requirements

• At least 8 years of experience in customer support, executive ownership, leadership, and selling duties.
• Experience with customer service and support business processes and capabilities.
• Proven ability to solution and sell new ideas and proposals.
• Experience incorporating experience design and analytics into customer service processes.
• Experience leading large, complex global transformation projects.
• At least 5 years of experience with Cloud (SaaS) solutions and customer service platform technologies like Salesforce and Dynamics.
• Experience with artificial intelligence and front-end digital platforms.
• Bachelor's degree.

Nice-to-haves

• Bachelor's degree in engineering, computer science, information systems, or business.
• MBA or equivalent graduate degree.
• Experience managing a customer support organization.
• Hands-on experience with artificial intelligence and conversational design.
• Expertise in Financial Services or Products.

Benefits

• Competitive salary based on location and experience.
• Diversity and inclusion initiatives.
• Opportunities for professional development and growth.