SABIO - WE THINK THAT CUSTOMER EXPERIENCE SHOULD BE BRILLIANT…

As customers ourselves we know how frustrating a poor customer experience can be. At Sabio we believe that exceptional customer experience offers a better way to live life. We exist to make customer experience brilliant for our clients and their customers.
Our people and expertise enable our clients to harness the latest technology, knowledge and information to improve every customer interaction.
Sabio’s deep expertise in customer experience solutions enable us to offer practical advice and guidance, design & implementation consultancy and ongoing optimisation & success management ensuring clients maximise the value they obtain from their technology investments, making us a unique strategic partner for organisations with a high volume of consumer interaction.
We specialise in cloud migration and the application of cutting-edge automation and contact centre technologies to create value for our clients. We have specific expertise in technology portfolios from; Genesys, Verint, Avaya, Nuance (Microsoft), Google (CCAI), and Twilio.
Position Overview – UK Specialist – WEM Specialist
Sabio are passionate about our clients, their customers’ and our people. We believe that customer experience should be brilliant. We are a customer centric organisation who provide CX solutions and services to wide range of enterprise clients across Europe and APAC.
We need strong domain specific skills to help us continue to thrive in a highly competitive Global CX market which is undergoing multiple technology and business model disruptions driven by cloud computing, rise of AI and the agility of powerful API based capabilities.
In this role you will enable Sabio UK to successfully demonstrate our domain specific knowledge and capability to our prospects / customers so that they recognise Sabio as the market leading CX provider that we are.
This role will be closely focused on the Operational and Commercial benefits Sabio’s experience in the WEM market can bring to our customers across the fields of operational excellence, value creation, agent enhancement, and deep and meaningful insight; this will help drive value and differentiate Sabio and ultimately help us expand our customer base by winning new business and retaining existing customers.
In this role you will enable Sabio to successfully demonstrate our domain specific knowledge and capability to our prospects / customers so that they recognise Sabio as the market leading CX provider that we are. This role will be closely involved with the customer value creation with much of the focus on the client engagement and proposition creation elements.
This role will need to be adept at operating in a matrix structure given we have over 1,000 highly skilled people in our business encompassing commercial, engineering, project management, developers and support consultants. You will need to build internal and external relationships which evidence value in order to be successful.

DESIRABLE SKILLS, EXPERIENCE & KNOWLEDGE

General knowledge of the wider technology in the Sabio business is important e.g. Twilio, Genesys, Avaya, Verint, AI.
Experience in both Specialist and Operations / Delivery of the WEM platforms Sabio sell, and support is critical for this role.
Experience and involvement across the entire prospect / customer lifecycle would be useful i.e. procurement through support.

KEY RESPONSIBILITIES & EXPERIENCE REQUIRED

This role, and the successful candidate will be recognised as authorities - they have extensive practical experience gained from working as a practitioner in the specific field – fundamentally they are a domain expert in their respective area or areas.
They will come from a related hands-on role and will have multiple years of experience and knowledge in their respective field. Peers inside and outside the organisation would recognise them as a domain expert and often they will be undertaking this role informally and acting as a mentor or sounding board for their colleagues.
Passion about their role is a key quality – it is important that the individual is motivated by their technical achievements, knowledge of technology and how it is applied to their customers and how it affects the stakeholders involved in using it.
The role holder must be capable of strategic thinking and planning both for their respective field but also capable of looking at the bigger picture in which their technology / solution area operates allowing them to appreciate and critically review the overall solution.
They will understand the role of sales, specialists, solution architect, professional services, managed services – and be able to work closely with these roles in their field as the situation requires. This role is not directly financial, or project management focused however an awareness of cost, scope, risk and timescales is a critical facet and is important to successful execution of this role.

The high-level objectives for this role are to:

• Demonstrate how Sabio creates value for Prospects, Customers and Partners
• Increase the “win rate” when Sabio is in competitive situations
• Drive increased business volume for the specific function / team you are in
• Support the Regional Specialists and Sales teams in acquisition of new customers and development of existing customers
• Ensure Sabio’s Propositions / Market offers are fresh, relevant and interesting to customers
• Remain an expert in their domain specific area (e.g. technology / product)
• Deliver billable consulting expertise to clients
• Act as an interlock for the other business units in their respective field
• Support and drive the definition and documentation of best practice for your domain specific area(s)
• Motivate and excite others in relation to their domain specific area(s)
• Define Continuous Service Improvements to reduce / prevent the business from making the same mistakes

These responsibilities will typically be achieved by a mixture of:

• Spending time with Customers and Specialist / Sales teams
• Sales enablement to help pitch, position and qualify to Customers and Prospects
• Creation and sharing of best practice content, collateral (inc. use cases) and demos
• Providing governance for the approved portfolio, ensuring any deviation is captured and reviewed
• Supporting marketing and advertising through webinars and other events.
• Regular, concise and clear communication to the entire business
• Training and development of the regional Specialist (and Sales) teams
• Regularly assessing financial and strategic performance of propositions in line with Sabio targets
• Tracking key deal wins (especially for newly introduced propositions) to ensure they are on track and that we can learn and reiterate

Given the matrix mature of this role you may have a specific additional focus area to help drive common capability across adjacent functions for example:

• Demo – Organising, defining, coordinating and producing demos for internal business areas and customers
• Automation – Driving forwards the automation of business processes, propositions and data set to increase efficiency and reduce effort.
• Commercial (Sales) – Win themes, Domain specific evangelism, requirements discovery, customer relationship building
• Regional Specialist – Working as part of an extended team on key or large bids, augmenting and support regional Specialist where knowledge in the regional teams is limited, developing new business areas in a region before upskilling the regional team, regular market and positioning updates, creation of complex demos
• Marketing – Communicating Sabio proposition to the market, thought leadership content related to domain knowledge, Sabio differentiation and competitive understanding
• Product Development – Information on market trends and customer needs
• Professional Services – Creating propositions / market offerings based on latest approaches to delivery and implementation
• Managed Services – Creating propositions / market offerings based on latest approaches to support and managed services
• Be the ‘Go To’ person within the UK Specialist and the wider UK Commercial organisation for opportunity and technology related queries pertaining to the WEM proposition, particularly with regards to Analytics and Quality tooling, however WFM experience would be advantageous.
• Be the in-Country Subject Matter Expert across the following:
• Technologies
• Verint WEM suite
• Genesys WEM suite
• Amazon FCS
• Additional new partners or products as dictated by Sabio proposition
• Analytics and Quality
• Data Interpretation and Insights
• Operational Impact and Best Practice
• Working closely (as necessary) with the Solutions Group and PS specialists on WEM, Data & Analytics.
• Be able to clearly and concisely illustrate the business benefits of Sabio’s solution offers, as well as provide clear, ROI-driven business cases which deliver commercial benefits , operational enhancements, and agent productivity / experience benefits
• Collaboration and Enablement
• Be responsible for defining, and updating, a core enablement plan for all UK Specialist team members, allowing them to learn and self-serve the Sabio WEM proposition
• Provide regular updates on the proposition, offer changes, new products, vendor engagement and training strategies
• Opportunity Management and Quality gatekeeper
• Be a point of contact for all WEM-related opportunities, be they New Business / Client Management / RFP opportunities, and act as the resident expert to support the wider team as and when asked, and act as a quality gate for WEM-related pricing and solution design
• Ongoing Insight and Optimisation for WEM-related solutions
• A portion of time will be allocated (and priced into Solution sales) to allow for this individual to support ongoing interactions with Customers to ensure they take advantage of new features or insights to continue to drive value and engagement with the solutions we provide. primary type of billable work is likely to be high value consultancy where the customer needs strategic, or product specific advice and the holder of this role is the best placed person in the business to help the customer.

Communication skills are important among peers in both internal and external (customer / partner teams) – oral and written communication should be strong with the ability to deliver complicated technology related messages to mixed (technical / business) audience in a clear and concise manner.
This role may deliver both customer billable and non-billable work, there are no set ratios but where there is customer demand to leverage the skills and knowledge and it makes commercial sense billable work may be involved. The primary type of billable work is likely to be high value consultancy where the customer needs strategic or product specific advice and the holder of this role is the best placed person in the business to help the customer.

Success in this role may be measured by one or more domain / proposition specific criteria including:

• Customer value:
• Total measured customer value created
• Penetration of portfolio in customer base
• ROI referenced case studies
• Number of new clients
• Expertise:
• Partner profile
• Domain specific certifications in business
• Commercial Performance:
• Pipeline and conversion rate
• Bookings performance for a specific area of the portfolio
• Revenue performance for a specific area of the portfolio
• Average day rate sold
• Services delivery utilisation
• Consultancy:
• Billed days / valu