Customer Experience Technology Manager

Company: ClifyX, INC
Location: Remote
Posted on: January 26, 2023

Job Description:

Customer Experience Technology Manager 3 140-220 plus 10-20% bonus

Job Description: The Customer Experience Technology Manager is a leader who will work with TCS's largest clients to provide analysis, recommendations and implementation plans for to improve our client's customers experience and drive their business results. CX Technology Managers lead consulting teams with accountability for project delivery, client relationships and business development. A deep understanding of the technology and business processes that powers customer experience is required in at least one of the areas of Sales, Marketing, Service and Commerce.

CX Technology Managers will lead technical consulting teams in the areas of strategy, process improvement, technical and data evaluation, planning and implementation.

The CX Technology Manager must have a strong understanding of CX/UX concepts and platforms, agile methods, customer data, and technical program management. The CX Manager will work closely with broader technical, delivery and consulting teams from across TCS to provide both best practice market insights and practical implementation direction to clients.

Responsibilities:
" Diagnose and tackle complex business and technology situations in Digital Marketing, Sales, CRM, eCommerce or Service, designing and implementing solutions that can demonstrate benefits and value delivered
" Sell and Lead Client Engagements
" Advise clients on CX Transformations
" Lead project team accountable for CX technical analysis and strategy, system design and implementation
" Manage both onshore and offshore resources and teams
" Drive gap-analysis, business process redesign, vendor selection, roadmap planning, and development of CX POCs
" Lead teams that document requirement specifications, functional specifications, use case and work-flow diagrams
" Identify and raise project issues and risks
" Support the development of strong client relationships and maintain primary relationship with technical owners
" Support clients across the SDLC in production and review of functional design, site demos and hands-on training
" Create business development materials and support sales process
" Work both on-site and off-site
" Understand market and technical trends, risks and opportunities, to help TCS provide insights to clients
" Ensure the client is obtaining the business benefits from the engagement
" Will directly supervise and mange people on project teams
" Will coach consultants reporting to them
" Plan and estimate project staffing and costs
" Accountable for project success and profitability
" Develop thought leadership and internal offerings


Qualifications:

" A passion for creating great customer experiences for both our clients and their customers
" Track record of selling and managing engagements
" Expertise in at least one area of CX including Sales, Marketing, Service and Commerce and with an understanding of the underlying business processes and expertise in underlying technologies (such as Adobe, Salesforce, SAP Hybris, Veeva, etc)
" 5-10+ years in CX consulting, or relevant agency and business software consulting
" Ability to manage mid-size projects and programs that include offshore teams
" Strong program management skills including Agile
" Understanding of business strategy as it relates to digital experiences, marketing and/or commerce.
" Ability to relate to and engage with clients especially technology owners
" Ability to articulate complex business and technology ideas in a compelling manner
" Ability to lead client workshops
" Ability to collaborate with virtual and in-person teams
" Excellent communication and presentation skills
" Fluency in written and spoken English is a requirement, additional languages is desirable
" BS/MS in technical field, with an excellent academic record. An MBA is desired.
" Self-direction with ability to excel in a fast-paced work environment, working independently and remotely with people at all levels in an organization.
" Willingness to travel up to 65%


1) Years of experience required for position: 5-10 years

2) Location for the position
Remote, but East Coast / Midwest preferred. BTG client city strongly preferred.

3) Will any of these positions have any employees reporting into them?
On occasion, 2-3 people reporting



"All offers of employment extended to applicants will be conditional and will require, among other things, that the recipient of the offer of employment submit proof that s/he is fully vaccinated at that time or will submit such proof prior to determining a start date . Individuals with medical issues or sincere religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement. To the extent State legislation or executive action purports to limit TCS's ability to require vaccination for individuals who object on a basis other than medical issues or sincere religious beliefs, individual requests for an exception to TCS's generally applicable vaccination policy pursuant to relevant State regulation will be evaluated on a case-by-case basis. Individuals who receive an exemption from vaccination for any reason may be required to comply with other Covid precautions. "



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Keywords: ClifyX, INC, Eugene , Customer Experience Technology Manager, Executive , Remote, Oregon