Business Consultant

Summary

Join Broadvoice's growing team as a Business Consultant and orchestrate the customer journey through proactive engagement. Guide customers to desired outcomes, drive value, and monitor the health of customer relationships. Predict and navigate customer challenges, offering solutions that drive satisfaction and retention. This remote position in Portugal requires experience in client engagement, contact center solutions, and project management. You will identify customer needs, upselling/cross-selling opportunities, and ensure customer autonomy. Broadvoice offers a comprehensive benefits package, including paid vacation and holidays.

Requirements

• 3 years’ experience in driving successful solution-oriented client engagement
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention
• Experience in Contact Center as a Service (CCaaS)
• Experience managing projects with multiple stakeholders and systems, occasionally globally, and working within tight project and client timelines and resources
• Experience building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
• Ability to navigate business processes and quickly understand customers’ business structures and needs, articulate, and demonstrate what is required to successfully deliver customer expectations
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results
• A high degree of autonomy, organization, ability to prioritize, and proficiently leverage internal systems
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations
• Experience with CRM systems (Salesforce, Rev.io, etc.)

Responsibilities

• Identify customer operational needs
• Identify the campaigns/services to be implemented (on Existing Customers) considering the best practices known at GoContact and the best way to guarantee the use case intended by the customer, when accompanying autonomous customers
• Identify UpSelling and CrossSelling opportunities
• Ensure the “Customer Autonomy” process, encouraging the client to carry out the necessary training activities provided by the training teams and ensuring a transition process of good practices and advice aimed at achieving this autonomy. CSM also has the function of validating and auditing the process of obtaining autonomy
• Ensure proper customer coordination, identifying internal and customer-side stakeholders to ensure the best governance model
• Carry out product Road Show actions / Good Practices for the implementation and use of GoContact
• Identify any type of need and, if necessary, involve the stakeholders to achieve the customers’ intentions, promoting their constant satisfaction
• Monitor the business objectives defined for each client, audit the results, and act to achieve the intended objectives

Benefits

Paid vacation and holidays