Role Overview 

CXponent is looking for an entrepreneurial-minded leader to oversee the delivery of our consulting, business enablement and professional services. The ideal candidate is energized by executing work while building out a service delivery team for scale. The role's main responsibility is ensuring all deliverables and engagements are delivered to the highest professional standards and client satisfaction. Additionally, this role is to advise and understand clients’ operating models (Contact Center, Ops, Sales, IT) to assist with change management, adoption, and value realization of new technology being deployed. 

This role will work closely with the CXponent leadership team to strategically grow the business and continually improve the buying experience for our clients. This is a fast paced, high growth industry, so the candidate must fully embody a growth mindset, always pushing to expand the boundaries of their knowledge. 

CXponent Overview 

CXponent manages an evolving ecosystem of 100+ market leading and niche up and coming products and services vendors. 

Most clients will be hypergrowth and/or between $250M and $5B in revenue, and will be buying enterprise software and services related to Customer Experience, Contact Center, AI, Automation, Digital Employee Experience, and IT infrastructure through Gartner, Forrester and G2 ranked global vendors. With hundreds of heavily funded SaaS vendors pushing direct sales and content, it's difficult for our clients to know what's relevant and significant for their situation. 

Our advisory services help clients choose the best product and vendor while setting up the implementation and vendor relationships for success. We wrap professional services around projects across the full lifecycle of vendor relationships – Planning, Sourcing, Implementing, and ongoing Value Realization. 

Our firm requires a high degree of credibility and trust with our clients and vendors. The standard for clear and timely communication is high, as our role puts us in a position to align a wide range of stakeholders and vendors in complex purchases and deployments.  

Service Delivery Responsibilities 

• Manage hiring and delivery of project teams (internal resources, contractors, clients, and vendors) for professional, efficient, and effective scope delivery for our services
• Understand our client’s business strategy and the objectives of key stakeholders, and tailor deliverables, project plan, and project process as appropriate to meet customer needs
• Develop and oversee the delivery of CXponent’s Business Enablement service offerings like; Budgeting and Planning, Vendor Selection, Program & Change Management
• Manage key 3rd party relationships with our vendors, implementation partners, and individuals within our expert network
• Advise and understand clients’ operating models (Contact Center, Ops, Sales, IT) to assist with change management, adoption, and value realization of new technology being deployed 
• Manage the creation of proposals, scoping, and finalizing SOWs for advisory and consulting services
• Build and development the organization’s expertise within the sales & delivery teams; Product expertise, client Operations expertise, Financial Analysis and overall service delivery skills
• Manage deliverables that communicate answers to the client questions, provide insight into key considerations, and succinctly illustrate complex issues and decisions
• Ensure engagements are delivered to high professional standards; resolve problems; identify risks & opportunities for operating improvements; ensure client satisfaction 
• Relationships and engagements are established at the C suite, VP, and Director level: Our team works cross functionally with stakeholders across CX, Operations, IT and other business functions
• Develop and track financial business cases that support our buyer’s project commitments 

Blended Responsibilities within the Role (Entrepreneurial responsibilities): 

• Strategic Planning: Work with the leadership team to build and execute Quarterly and Annual plans
• Sales: There will be comp upside tied to revenue and many engagements will require sales efforts to create alignment between stakeholders. Much of the company’s process & tools will be built to enable efficiency and value creation for our sales reps so they can guide clients through deals and have the right resources around them 
• Vendor and Partner Channels: Our vendor ecosystem requires orchestration and opportunity spotting, and there’s endless opportunities to match clients with solutions to their needs 

Qualifications / Skills 

7+ years of professional experience in a mix of the following areas: 

• Contact Center Operating Expertise: Need to be able to understand the operating considerations and complexities that Ops & IT leaders deal with and how that impacts the business requirements and constraints of deploying new technology
• Experience integrating operating change with technology ; BPO expertise and relationships are a plus 
• Excellent listening, writing, and overall communication skills
• Experience working and managing delivery of SOWs with the project team
• Experience deploying CCaaS, CRM, Case Management or Automation technologies
• Expertise and the ability to define key Application Integration requirements and solutions between clients and vendor resources
• Experience leading and managing distributed teams and complex programs, especially transformation with change management
• Analytical Capabilities: Experience working with complex finance and data to deliver insights to the appropriate stakeholders
• A mindset that is empathetic, people focused, and a willingness to collaborate without needing to be right
• Quick learner who can adjust point of view based on new inputs
• Passion for technology: Contemplating complex technology decisions should be fun and energizing