Lead CX Consultant

3 days ago

Manchester, United Kingdom Gamma Full time

A bit about us

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Who are we looking for?

We are seeking a Lead CX Consultant to join our Manchester based team. In this role you will play a pivotal part in developing and maintaining a team of CX Consultants who will play a crucial role in supporting our existing customers and collaborating with internal Sales team to scope solutions to our customers problems.

What will you be doing day-to-day?

  • Collaborate closely with the Customer Success team to empower existing clients, ensuring they fully leverage the capabilities of our SmartAgent product & Amazon Connect.
  • Partner with the Sales team to understand prospective customers challenges and formulate comprehensive solution proposals.
  • Transform customer problems into defined work packages for handover to the Solution Architecture team, ensuring the alignment of the customers’ needs with our product suite.
  • Gather valuable insights from customers challenges and convey these insights to the Product team to guide the development roadmap and feature enhancements.
  • Maintain a deep understanding of the latest AWS and Amazon Connect updates and educate clients on best practices to optimise their customer experience.
  • Triaging requests for change (RFC) from current customers and briefing Solution Architects / CX Engineers on details.
  • Provide support and leadership in the management of CX Consultants, whilst actively developing and maintaining a framework to facilitate the growth of the CX Consultancy team.

What you’ll need

  • Experience working with AWS or other cloud providers
  • Experience within the Contact Centre space
  • Experience building and leading a team
  • Forming tight scopes
  • Commercially aware (SOWs)

What do we offer?

25 days PTO + bank holidays

Your birthday off

Private Medical Insurance

Electric Vehicle (EV) scheme

Pension plan

Enhanced maternity and paternity leave

Share-save scheme

A few things to note

  • This is a hybrid role; we require you to be in our Manchester office at least 2 days a week.
  • We do not need agency support; we do all our recruitment in house.
  • Unfortunately, we can't offer visa sponsorship or relocation support for this role.

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