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CX Global Account Manager

Job Code: Cons-FMGA24

Location: New Delhi

Apply at: careers@consiliuminc.com

About Consilium Software

Founded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video, and digital channels. Our solutions go beyond omnichannel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots, and Robotic Process Automation (RPA.) Consilium has earned the GDPR certification, conforming to the requirements of the EU General Data Protection Regulation. Security and quality are intrinsic to our products and services, with our ISO/IEC 27001 and ISO 9001 certifications for information security management and quality management systems, respectively.

Consilium Software is incorporated in Singapore, with software development and engineering labs in India, and subsidiaries and branch offices in Malaysia (Kuala Lumpur), Taiwan (Taipei City), Indonesia (Jakarta), Thailand (Bangkok), Australia (Melbourne) and Canada (Toronto.)

We encourage you to visit our website https://www.consiliuminc.com before the interview to get an overview of our company and products

 

Job Description

Position Summary

We're Consilium Software, a customer engagement platform SaaS company that have helped over 2,000 companies in more than 120 countries connect their employees with customers(www.consiliuminc.com).

 We're growing fast, and we need a Global Account Manager who’s ready to take the ride with us.

Responsibilities:

  • Oversee and manage global accounts across diverse regions including the Americas, LATAM, Europe, the Middle East, Asia Pacific, India etc. ensuring high levels of customer satisfaction and engagement.
  • Oversee and manage global accounts across diverse regions including the Americas, LATAM, Europe, the Middle East, Asia Pacific, India etc. ensuring high levels of customer satisfaction and engagement.
  • Craft customized customer experience solution proposals tailored to client needs, specializing in Customer Relationship Management Solutions within Contact Center offerings. Focus on developing cutting-edge CX solutions embedded within an AI-driven environment, complemented by Pre-Sales technical support.
  • Serve as a subject matter expert on market insights and trends, as well as the competitive landscape in the Experience Center/Contact Center or CX business domain. This includes but is not limited to Process Automation, Analytics, and Omni-Channel strategies, all while driving business transformation and showcasing demonstrable improvements in processes.
  • Identify and seize opportunities to upsell or cross-sell products and services, thereby enhancing customer lifetime value and contributing to revenue growth. This role requires a comprehensive understanding of the full range of products and services to effectively align them with client needs.
  • Responsible for managing high-profile global accounts, including but not limited to industry giants such as Ford, Accenture, GoDaddy, Loto-Québec, SaskPower, Petronas, Aramco, Coca-Cola, T-Mobile, etc.

    • Requirements:

  • Engineering Degree and 5-10 years’ contact center industry experience with 5 years enterprise Pre-Sales experience.
  • Highly developed technical capability across a broad range of products / solutions, specifically related to voice deployments. 6+ years’ experience in Telecom and Voice technology design (to BOM level.)
  • Proven experience in a B2B SaaS-based company with a minimum of 2 years of experience in sales. Experience in the Contact Center/CX industry is highly preferred.
  • Exceptional communication, negotiation, and interpersonal skills, with the ability to engage effectively with clients, partners, and internal teams.

    • Bonus points if you:

  • Cisco CCVP, CCDP, CCDA and Cisco CCIE certifications are desirable.
  • Experience with Genesys Cloud, WebExCC, and Amazon Connect.

    • What's in it for you?

  • A chance to make a real difference: Help us shape the future of our company and change the way people experience software.
  • Learn from the best: Work with a team of passionate, experienced professionals.
  • Grow your career: Take on new challenges and responsibilities as we expand.
  • Have fun: We work hard, but we also know how to celebrate our wins and have a good time.
    • Ready to join the adventure? Apply now and let's chat!
    P.S. We have snacks, lots of space, 1-Day WFH/week, a great location near Metro, and much more...

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