Job Description

We are:Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at:You are:You are an expert in customer support and contact centers, with an understanding of the software that enables them. You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner and youxe2x80x99re ready to apply your knowledge to help clients optimize and transform their customer service solutions. Youxe2x80x99ve experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.Youxe2x80x99ve previously led a customer support transformation and understand large scale technology delivery. You understand how to identify and quantify cost savings or revenue opportunities, identify initiatives to realize value, and can execute against them. Additionally, you are familiar with the selling process, and youxe2x80x99ve pitched proposals and solutions to help solve client problems. Working in an agile, fast-paced environment at the forefront of new trends energizes you, and youxe2x80x99re at your best when contributing to a team. Youxe2x80x99re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills? Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.The Work:Evaluate clientsxe2x80x99 current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goalsQuantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over timeLead delivery teams to redesign clientsxe2x80x99 organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiencesCollaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutionsHelp advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiencesAdvise clients on ways to measure success and improve their customer-centric metricsEstablish relationships with client stakeholders and build long-term partnerships for AccentureIdentify opportunities and drive new business development efforts to help new and existing clients transform their customer serviceManage and coach junior team members, and continue to grow your own expertiseContribute to perspectives and thought leadership to help Accenture maintain its thought-leadership positionTravel: As required for client support.Location: Primary residency within 90 minutes of an approved Accenture officeHerexe2x80x99s What You Need:At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties such as:Working in-depth with customer service and support business processes and capabilitiesSolutioning and selling new ideas and proposalsIncorporating experience design and analytics into customer service, and support processesLeading and understanding large, complex global transformation projectsAt least 5 years of experience working with:Cloud (SaaS) solutions and determining how they fit into a clientxe2x80x99s larger application ecosystemCustomer service platform technologies such as Salesforce and DynamicsArtificial intelligence and front end digital platformsBachelorxe2x80x99s degreeBonus Points If:Your Bachelorxe2x80x99s degree is in engineering, computer science, information systems, or businessYou have an MBA or equivalent graduate degreeWere responsible for a customer support organizationHave hands on experience with artificial intelligence and conversational designHave expertise in Financial Services or ProductsCompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.Role Location Annual Salary RangeCalifornia $131,100 to $336,900Colorado $131,100 to $291,100District of Columbia $139,600 to $309,900New York $121,400 to $336,900Maryland $121,400 to $269,500Washington $139,600 to $309,900#LI-NA#LI-MPAbout AccentureAccenture is a leading global professional services company that helps the worldxe2x80x99s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance servicesxe2x80x94creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the worldxe2x80x99s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360xc2xb0 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360xc2xb0 value we create for our clients, each other, our shareholders, partners and communities. Visit us atWhat We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.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.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of theRequesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an or speak with your recruiter.Other Employment StatementsApplicants 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.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please for additional important information.Please read Accenturexe2x80x99s for more information on how we process your data during the Recruiting and Hiring process.

Accenture