Assistant Vice President

2 months ago

mumbai, India Hexaware Technologies Full time
Roles & Responsibilities:
Opportunity analysis
Works with Hexaware Internal sales teams, customer’s CXO, IT, Line of Business management to develop an accurate understanding of business needs.
Identifies business value creation implications.
Identifies customer-wide business parameters and constraints that impact the OCX solution.
Identifies probable competition and evaluates relative company strengths.
Solution Planning and Design
Architects an appropriate business & technical solution to meet the customer's requirements.
Optimizes the solution’s fit to the requirements of an opportunity plus align the same to the broader customer experience improvement strategy & framework.
Adapts solution design to new requirements.
Establishes the validity of a solution and its components with both short- and long-term implications.
Identifies the growth path, scalability options and implications for the client’s customer experience strategy and/or related business implications of a solution and includes these in design activities and account planning.
Optimizes a solution to maximize company competitive advantages.
Client/customer relationship
Builds strong professional relationship with key client business executives globally.
Communicates the value of the Hexaware offering and solutions in business terms.
Understands and addresses customer issues in relevant business terms.
Applies strong consultative selling techniques to advance opportunities.
Is perceived as a trusted business advisor by the customer.
Manages problem resolution and customer satisfaction issues through strong partnering capabilities.
Effectively communicates and articulates the details of their component roles in a proposed customer solution.
Account team collaboration
Actively participates with the Sales, coverage and regional team in account and opportunity planning on a global basis.
Provides solution advice, drives proposals, presentations, and other customer communications during pursuit.
Understands the roles and effectively directs other teams and resources within the company and partners.
Ability to work with BPS Service Executives to understand “people” impacts in optimizing Business Processes
Applies technical & business skills to identifying overlooked opportunities within the account.
Facilitates smooth transition from sales to implementation by orienting the appropriate teams to the solution design.
Scope and Impact
Contributions have major impact across the company Regions and business unit, and strong impact on company's business in driving revenue growth.
Analyzes and leads the presales direction for the opportunities and industry segments.
Breadth of influence goes across multiple geographies, industry segments within the company and is sought, valued and used.
Experience:
15+ years of experience preferably in BPO environment with post education / graduation
Experience in technical consultative selling and solution/account management
Technical and solution experience in Business Process Services industry, specifically around Omnichannel Customer Experience (OCX) services
Technical solution experience in Contact center technology products from Avaya / Genesys / Nice / Cisco preferred;
Experience in vertical industry preferred like Retail / CPG, Banking and Manufacturing & Consumer industries.
5-10 years’ experience in project/program management
Experience in Nex-gen OCX solution leveraging technologies around AI / ML, ChatBOTs, Conversational AI tools, ChatGPT / Generative AI preferred.
Technical Skills Required
Demonstrates expert knowledge of BPS Solutions, especially in the areas of Customer Experience and Contact Center Omni Channel solutions.
Demonstrable experience in building a Services cost model based on Bottoms-up / Top down Cost / price breakdown requirements and presents the same to the various internal and external stakeholders
Applies deep understanding of technical innovations & trends to solving customer business problems
Establishes thought leadership in solution or technical specialty area with customers.
Demonstrated ability to work as the lead for large complex projects.
Have a broad understanding of the typical solution stack for OCX solutions

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