Strategic Account Manager
West Pharmaceutical Services
Salary
💰 $112,000 - $140,000 per year
Job Level
Mid-LevelSenior
About the role
- Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies
- Engage and collaborate closely with IT, Engineering, and vendor support teams to implement new tools, upgrade existing ones, and resolve technical challenges
- Identify opportunities for process automation to streamline contact center workflows, improve agent efficiency, and enable customer self-service (self-help portals, IVR)
- Implement process changes and automation to enhance agent productivity and customer experience
- Liaise with cross-functional stakeholders (customer support teams, IT, business units) to understand requirements and align contact center technology
- Oversee and optimize contact center technologies to ensure seamless operations and enhance overall customer support experience
- Lead and support technology migration projects to ensure smooth transitions to newer platforms
- Report to the Director, Customer Experience
Requirements
- 6+ years experience managing contact center software in a call center environment
- Proven experience in leading and developing at least one person, preferably in a contact center environment
- Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems
- Experience in project management, process improvement, and technical mentoring
- Willing to travel to the office quarterly to collaborate with other Earnies
- Contact Center Certification (e.g., CCCE) — Even Better
- Project Management Certification — Even Better
- Customer Experience (CX) Training — Even Better
