Sales Senior Manager Customer Service Transformation

As a Customer Service Transformation Sales Manager, you will be responsible for driving the business growth of Accenture Song's Customer Service Transformation solutions. You will act as a reference in the consultative sales of contact center transformation initiatives, customer experience, conversational automation, and GenAI applied to customer service.

You will work with sales teams, consultants, and technology specialists to identify opportunities, build differential value propositions, and accompany our clients in defining their future Customer Service strategy.

• Lead the commercialization of Customer Service Transformation solutions in voice and digital channels.
• Act as a reference expert in sales and presales processes related to CX and Contact Center.
• Build and defend business cases focused on improving customer experience, operational efficiency, and revenue growth.
• Maintain high-level conversations with business, operations, technology, and management interlocutors.
• Identify, develop, and close opportunities in strategic sectors such as:
  • Telecommunications
  • Banking and financial services
  • Utilities, Energy, and Resources
• Design commercial proposals and strategies aligned with market needs.
• Participate in executive presentations, workshops, demos, and RFP/RFI response processes.
• Collaborate with Accenture's multidisciplinary teams to develop innovative offers based on AI, automation, and customer experience.
• Contribute to the positioning of Accenture Song as a reference in Customer Service Transformation.

Experience

• More than 8 years of experience in Customer Service, Contact Center, or Customer Experience transformation.

• Proven experience in complex sales, consulting, or presales environments.

• Deep knowledge of Contact Center operations and BPO models.

• Experience working with operational metrics and customer experience.

• Experience in defining value propositions and building business cases.

Essential experience in one of the following environments:

• Genesys Cloud

• NICE CXone

• Amazon Connect

• Google CCAI

• Conversational Platforms and IVR

Commercial capabilities

• Experience leading consultative sales and transformation processes.

• Ability to communicate complex proposals clearly and convincingly.

• Experience interacting with C-Level profiles, Operations Directors, Customer Service, and Technology.

• Excellent storytelling and executive presentation skills.

Personal profile

• Strong technical and consulting credibility.

• Results-oriented and business growth mindset.

• Excellent communication and influence skills.

• Collaborative profile accustomed to working in multidisciplinary teams.

• Intellectual curiosity and passion for new technologies.

• Interest in transformation driven by AI and GenAI.

Experience in the following will be valued:

• Artificial Intelligence applied to Customer Service

• Generative AI

• Virtual Agents

• Voice Bots

• Agent Assist

• Speech Analytics

• Omnichannel

• Cloud Architectures

Training and languages

• Higher university degree.

• High level of English (minimum B2/C1).

• Fluent Spanish.

Professional development

• Accelerated professional career.

• High internal visibility and executive exposure.

• Continuous training in Customer Experience, Cloud, Data, and Artificial Intelligence technologies.

• Access to certifications and specialization programs.

Compensation and benefits

• Competitive salary according to experience and level.

• Variable bonus linked to objectives.

• Accenture Shares program.

• Health insurance and social benefits.

• Flexible work model.

• International and innovative environment.

Accenture is a leading global professional services company that helps the world's most important organizations build their digital future. Within Accenture, Song is the unit specializing in growth, customer experience (CX), marketing, and digital transformation.

Our Customer Service Transformation team leads the reinvention of customer service models through artificial intelligence, conversational experience platforms, and next-generation technologies that are transforming contact centers and digital services at scale.

We are looking for a unique profile that combines business vision, consulting capability, and deep technological knowledge in Customer Service and Contact Center.

You will be part of one of the fastest-growing teams within Accenture Song, participating in strategic projects for major national and international companies.

You will work with reference organizations in Telecommunications, Banking, and Utilities, helping to redefine the experience of millions of customers.

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's 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 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other legally protected status. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Como Customer Service Transformation Sales Manager, serás responsable de impulsar el crecimiento de negocio de las soluciones de transformación de Customer Service de Accenture Song. Actuarás como un referente en la venta consultiva de iniciativas de transformación de contact center, experiencia de cliente, automatización conversacional y GenAI aplicada al servicio al cliente.

Trabajarás junto a equipos comerciales, consultores y especialistas tecnológicos para identificar oportunidades, construir propuestas de valor diferenciales y acompañar a nuestros clientes en la definición de su estrategia de Customer Service del futuro.

• Liderar la comercialización de soluciones de transformación de Customer Service en canales de voz y digitales.
• Actuar como experto de referencia en procesos de venta y preventa relacionados con CX y Contact Center.
• Construir y defender casos de negocio orientados a la mejora de experiencia de cliente, eficiencia operativa y crecimiento de ingresos.
• Mantener conversaciones de alto nivel con interlocutores de negocio, operaciones, tecnología y dirección.
• Identificar, desarrollar y cerrar oportunidades en sectores estratégicos como:
  • Telecomunicaciones
  • Banca y servicios financieros
  • Utilities, Energía y Resources
• Diseñar propuestas y estrategias comerciales alineadas con las necesidades del mercado.
• Participar en presentaciones ejecutivas, workshops, demos y procesos de respuesta a RFP/RFI.
• Colaborar con equipos multidisciplinares de Accenture para desarrollar ofertas innovadoras basadas en IA, automatización y experiencia de cliente.
• Contribuir al posicionamiento de Accenture Song como referente en Customer Service Transformation.

Experiencia

• Más de 8 años de experiencia en transformación de Customer Service, Contact Center o Customer Experience.

• Experiencia contrastada en entornos de venta compleja, consultoría o preventa.

• Conocimiento profundo de operaciones de Contact Center y modelos BPO.

• Experiencia trabajando con métricas de operación y experiencia de cliente.

• Experiencia en la definición de propuestas de valor y construcción de business cases.

Imprescindible experiencia en alguno de los siguientes entornos:

• Genesys Cloud

• NICE CXone

• Amazon Connect

• Google CCAI

• Plataformas Conversacionales e IVR

Capacidades comerciales

• Experiencia liderando procesos de venta consultiva y transformación.

• Capacidad para comunicar propuestas complejas de forma clara y convincente.

• Experiencia interactuando con perfiles C-Level, Directores de Operaciones, Customer Service y Tecnología.

• Excelentes habilidades de storytelling y presentación ejecutiva.

Perfil personal

• Fuerte credibilidad técnica y consultiva.

• Mentalidad orientada a resultados y crecimiento de negocio.

• Excelente capacidad de comunicación e influencia.

• Perfil colaborativo acostumbrado a trabajar en equipos multidisciplinares.

• Curiosidad intelectual y pasión por las nuevas tecnologías.

• Interés por la transformación impulsada por IA y GenAI.

Valorable experiencia en:

• Inteligencia Artificial aplicada al Customer Service

• Generative AI

• Virtual Agents

• Voice Bots

• Agent Assist

• Speech Analytics

• Omnicanalidad

• Arquitecturas Cloud

Formación e idiomas

• Titulación universitaria superior.

• Nivel alto de inglés (mínimo B2/C1).

• Español fluido.

Desarrollo profesional

• Carrera profesional acelerada.

• Alta visibilidad interna y exposición ejecutiva.

• Formación continua en tecnologías de Customer Experience, Cloud, Data e Inteligencia Artificial.

• Acceso a certificaciones y programas de especialización.

Compensación y beneficios

• Salario competitivo acorde a experiencia y nivel.

• Bonus variable ligado a objetivos.

• Programa Accenture Shares.

• Seguro médico y beneficios sociales.

• Modelo de trabajo flexible.

• Entorno internacional e innovador.

Accenture es una compañía global líder en servicios profesionales que ayuda a las organizaciones más importantes del mundo a construir su futuro digital. Dentro de Accenture, Song es la unidad especializada en crecimiento, experiencia de cliente (CX), marketing y transformación digital.

Nuestro equipo de Customer Service Transformation lidera la reinvención de los modelos de atención al cliente a través de inteligencia artificial, plataformas de experiencia conversacional y tecnologías de nueva generación que están transformando los centros de contacto y los servicios digitales a escala.

Buscamos un perfil único que combine visión comercial, capacidad consultiva y profundo conocimiento tecnológico en Customer Service y Contact Center.

Formarás parte de uno de los equipos con mayor crecimiento dentro de Accenture Song, participando en proyectos estratégicos para grandes compañías nacionales e internacionales.

Trabajarás con organizaciones de referencia en Telecomunicaciones, Banca y Utilities, ayudando a redefinir la experiencia de millones de clientes.

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's 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 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.