WEM Specialist

Overview

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 a 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

These roles are recognised as authorities with extensive practical experience gained from working as practitioners in the field. They are domain experts who will have multiple years of hands-on experience. They may mentor colleagues and be seen as a go-to expert.

• Demonstrate how Sabio creates value for Prospects, Customers and Partners
• Increase the "win rate" in competitive situations
• Drive increased business volume for the specific function / team
• 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 other business units in their respective field
• Support and drive the definition and documentation of best practice for the domain area(s)
• Motivate and excite others in relation to their domain area(s)
• Define Continuous Service Improvements to reduce / prevent repeating mistakes

These responsibilities are typically achieved by a mix of:

• Spending time with Customers and Specialist / Sales teams
• Sales enablement to 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 to ensure they are on track and to learn and reiterate

Given the matrix nature of this role you may have a specific additional focus area to 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 knowledge, developing new business areas in a region, 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 delivery approaches
• Managed Services - Creating propositions / market offerings based on latest support approaches
• Be the 'Go To' person within the UK Specialist and wider UK Commercial organisation for opportunity and technology queries related to WEM, with emphasis on Analytics and Quality tooling; WFM experience is advantageous
• Be the in-Country Subject Matter Expert across technologies (Verint WEM, Genesys WEM, Amazon FCS), Analytics and Quality, Data Interpretation and Insights

Operational Impact and Best Practice

• Working closely with the Solutions Group and PS specialists on WEM, Data & Analytics
• Be able to illustrate business benefits and provide ROI-driven business cases

Collaboration and Enablement

• Define and update a core enablement plan for all UK Specialist team members
• 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 and act as a quality gate for pricing and solution design

Ongoing Insight and Optimisation for WEM-related solutions

• A portion of time will be allocated to support ongoing customer interactions to ensure they benefit from new features or insights; primary billable work is high-value consultancy

Communication skills are important among peers and with customers/partners; the role requires clear, concise delivery of technical messages to mixed audiences.

This role may involve both customer billable and non-billable work depending on demand and commercial considerations.

Desirable skills, experience & knowledge

General knowledge of the wider technology in Sabio 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.

Experience across the entire prospect / customer lifecycle (procurement through support) would be useful.

Measurement

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

• Customer value: Total value created, portfolio penetration, ROI case studies, number of new clients
• Expertise: Partner profile, domain-specific certifications
• Commercial Performance: Pipeline, conversion, bookings, revenue, average day rate sold, 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 at Sabio.

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 your base location.

The Small Print

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