Five9 Customer Success Lead Job at Ashfield Nordic AB
Key Objectives:
- Partner with business owners to align on the overall contact center product vision and critical features needed to deliver an amazing customer experience both for internal users and customers that we serve.
- Create user stories and requirements documentation for use by product development, data engineering, quality assurance, validation and business intelligence teams to build new offerings and to ensure production offerings maintain alignment with Ashfield Engage’s overall strategy and technical architecture.
- Ensure viability of requirements through upfront data analysis and understanding of business models and processes.
- Drive on-going prioritization of projects and features, trade-off discussions and communication of timelines and status to all partners.
- Develop short and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration.
- Develop deep understanding of contact center products and other related partner systems and align on our product to incorporate our partners latest features and functions into our offerings.
- Assess new features against a buy, build or partner/license model and provide recommendations on appropriate implementation plans.
- Assist in developing and maintaining pricing models to ensure our offerings achieve desired margin, are competitive in the market and are easy to understand.
- Assist and own Contact Center KPIs related to the delivery and quality of Digital Services to the business
- Develop methods of how to measure Digital delivery and quality
- Provide weekly program delivery reviews with the Digital group and the business.
- Be an advocate and help ensure that the business understands the value the Digital org is delivering
- Work with the PMO office to understand business projects ongoing and escalating any possible delays real or perceived being caused by Digital teams
Required:
- 7 year experience in IT service delivery or customer service management
- Knowledge of contact center type of services
- Very strong written and verbal communication skills
- Ability to represent the organization in business executive level meetings
- Can work independently, with minimal supervision
- Ability to develop meaning reports based on KPIs
Values:
Our values describe what is important to us as an organization. They are the guiding principles for how we should interactevery day with each other. Living the Values creates an environment that will enable us to deliver success for our people, for our clients, and for our community. The values listed below are expectations of Ashfield managers.
Partnership
We build on Trust through delivering on our promises. We work in partnership with each other and with our clients. This way,we build relationships based on trust, integrity, and transparency.
Customer Focus
- Upholds all responsibilities and obligations for internal and/or external customers
- Has high ethical standards and is honest in dealing with others
- Raises concerns openly
- Recognizes the importance of internal customers
- Puts the customer first
Teamwork
- Works in diverse teams with ease, valuing mix of styles, perspectives and experience
- Excellent interpersonal and communication skills
- Gets the best from other team mates by listening, encouraging others and knowing when own contribution is required
Ingenuity
We are committed to solving problems and resourceful thinking every day. We build solutions for our clients using creativity and innovation.
Innovates
- Is excited about the opportunities presented by change
- Seeks new and better ways of doing things
- Comes to situations with ideas and solutions to address issues
- Asks questions to gain clarity
- Constructively challenges the status quo
Quality
For us only the best is good enough. Quality underpins everything we say and everything we do. We set high standards,develop our people and deliver a quality service that will surpass our client’s expectations.
Develops Capability & Talent
- Open to learning, adapting and identifying opportunities for self-development
- Seeks feedback in order to improve performance
- Proactively looks for exposure to new aspects of the job
- Listens and wants to grow
Drives Accountability
- Holds self accountable for delivering results and producing work of high quality
- Possesses a ‘right first time’ ethos and finds ways to exceed expectations
- Displays continuous improvement mind-set in all aspects of work
- Seeks ways to understand and learn from mistakes
- Understands and holds self accountable for quality and compliance responsibilities
Energy
We achieve our Clients’ goals with imagination and passion. We are enthusiastic for success, always ensuring weengage, listen and work together to build the best solutions.
Action Oriented
- Is engaged and enthused about work
- Takes initiative and doesn’t wait to be asked
- Displays a can-do attitude in good and bad times
- Strives to be the best we can be
Expertise
Together we have a wealth of knowledge and skills built over many years. Through strong business and financial leadership,we deliver excellence and enhance our client experience.
Business and
Organizational Awareness
- Understands how own contribution contributes to results
- Understands what the organization delivers and our position within a global context
- Builds a network of useful contacts to help get things done more efficiently
- Is proactive and anticipatory with solutions to problems in the business
- Seeks to stretch own capability, willing to operate outside of comfort zone
Physical Requirements
Physical requirements may include:
- Ability to lift, carry and otherwise move up to 25 pounds
- Ability to sit, stand or walk for various lengths of time throughout the day
- Ability to communicate effectively with clients and co-workers
- Ability to proficiently operate computer hardware and software on a daily basis
- Ability to operate fax/copy machines, telephone, calculator and general office equipment on a daily basis
- Ability to commute on a regular basis via motor vehicle and or airplane
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