Customer Experience & Service Transformation Senior Manager

Position Overview

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution – from growth, product and experience design to technology and creative strategy. Visit us at www.accenture.com/song.

You are an expert in customer support and contact centers with deep knowledge of the supporting software. You understand the intricacies of customer support organizations, the drivers of call volume, and how to create digital, self-service solutions. Your background includes leading customer support transformations, implementing GenAI solutions to drive efficiency and enhance customer as well as agent experiences, and engaging directly with clients through pitching proposals and solutions in an agile, fast-paced environment.

Location: Primary residency within 90 minutes of an approved Accenture office. Travel: As required for client support.

Key Responsibilities

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, and generate strategic recommendations aligned with business goals.
• Quantify business cases by estimating the value impact and sequencing transformation roadmaps to realize benefits over time.
• Lead delivery teams to redesign organizational structures, processes, and technology capabilities for optimal customer service experiences.
• Collaborate cross-functionally with designers, developers, data scientists, and industry experts to deliver customer-centric, insight-driven solutions.
• Advise on leveraging technologies such as CCaaS, CRM, and GenAI to drive revenue growth, cost-savings and enhanced experiences.
• Guide clients on measuring success and improving customer-centric metrics.
• Establish long-term relationships with client stakeholders to build enduring partnerships.
• Identify opportunities and drive new business development to help transform customer service for both new and existing clients.
• Manage and coach junior team members while continuously enhancing your own expertise.
• Contribute to thought leadership to help Accenture maintain its industry-leading position.

Required Qualifications

• At least 10 years of experience in roles encompassing customer support, executive ownership, leadership, and selling duties, including:
  • In-depth understanding of customer service and support business processes
  • Solutioning and selling innovative proposals
  • Incorporating experience design and analytics into support processes
  • Leading large-scale, complex global transformation projects
• At least 5 years of experience working with:
  • Cloud (SaaS) solutions integrated within larger application ecosystems
  • Customer service platform technologies such as Salesforce and Dynamics
  • Artificial intelligence and front-end digital platforms
• Bachelor’s degree required

Preferred Qualifications

• Bachelor’s degree in engineering, computer science, information systems, or business
• MBA or an equivalent graduate degree
• Prior responsibility for a customer support organization
• Hands-on experience with artificial intelligence and conversational design
• Expertise working with Products, Resources, CMT, or Financial Service Industries

Benefits & Perks

• Compensation varies based on factors such as office location, role, skill set, and experience.
• Annual Salary Range:
  • California: $132,500 to $302,400
  • Cleveland: $122,700 to $241,900
  • Colorado: $132,500 to $261,300
  • District of Columbia: $141,100 to $278,200
  • Illinois: $122,700 to $261,300
  • Maryland: $132,500 to $261,300
  • Massachusetts: $132,500 to $278,200
  • Minnesota: $132,500 to $261,300
  • New York/New Jersey: $122,700 to $302,400
  • Washington: $141,100 to $278,200
• For additional details on benefits and perks, please refer to the provided information.