WEM Specialist

Department: PreSales

Employment Type: Full Time

Location: London

Reporting To: Head of UK Pre Sales

Description

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.

Key Responsibilities & Experience Required

The role holder will be recognised as authorities with extensive practical experience in the specific field – a domain expert. They will come from a related hands-on role with multiple years of experience and knowledge, often acting as a mentor or sounding board for colleagues. A passion for their role and its technical applications is essential. The ability to think strategically and to understand the bigger picture of the technology/solution area is important. The role requires awareness of how sales, specialists, solution architects, professional services and managed services interact, and an appreciation of cost, scope, risk and timescales. High-level objectives include:

• Demonstrate how Sabio creates value for Prospects, Customers and Partners
• Increase the “win rate” in competitive situations
• Drive increased business volume for the function / team
• Support the Regional Specialists and Sales teams in acquiring new customers and developing 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 other business units in their field
• Support and drive the definition and documentation of best practice for their domain area(s)
• Motivate and excite others in relation to their domain area(s)
• Define Continuous Service Improvements to reduce / prevent 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 (incl. 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 maturity 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 sets 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 supporting regional Specialist where knowledge in the regional teams is limited, developing new business areas in a region before upskilling the regional team
• 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 including Verint WEM suite, Genesys WEM suite, Amazon FCS, Analytics and Quality, Data Interpretation and Insights. Operational Impact and Best Practice: working with Solutions Group and PS specialists on WEM, Data & Analytics with ability to illustrate business benefits and provide ROI-driven business cases.
• Collaboration and Enablement: define and update a core enablement plan for UK Specialist team members; provide updates on proposition changes, vendor engagement and training strategies.
• Opportunity Management and Quality gatekeeper: be a point of contact for all WEM-related opportunities and act as a quality gate for pricing and solution design.
• Ongoing Insight and Optimisation for WEM-related solutions: allocate time for high-value consultancy to ensure customers gain value from new features and insights.

Communication skills are important among peers and with customers and partners; the ability to convey complex technology messages to mixed audiences should be strong. The role may deliver both customer billable and non-billable work.

Desirable skills, experience & knowledge

General knowledge of wider Sabio technology landscape (e.g., Twilio, Genesys, Avaya, Verint, AI).

Experience in both Specialist and Operations / Delivery of the WEM platforms Sabio sell and support. Involvement across the entire prospect / customer lifecycle would be useful.

Measurement

Success may be measured by domain / proposition-specific criteria including:

• Customer value: total measured customer value created; portfolio penetration; ROI references; number of new clients
• Expertise: partner profile; domain-specific certifications
• Commercial Performance: pipeline and conversion rate; bookings and revenue by portfolio area; average day rate sold; services delivery utilisation
• Consultancy: billed days / value

Benefits

This is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

• Pension Scheme
• Remote/Flexible work
• Life insurance
• Private health and dental care
• Cycle to work
• 28 days paid holiday a year (includes three Sabio days)
• LinkedIn Learning
• Plus many more! (Benefits depend on base location)

The Small Print

Strictly No Agencies; resumes submitted without prior request from Sabio Group will not warrant an introduction fee. All applicants must have the right to work in the territory (UK & EU). Sabio Group cannot sponsor on any roles advertised.