Country:

United Kingdom

Cities:

Edinburgh, London, Manchester, Newcastle

Area of expertise:

Customer Relationship Management (CRM)

Job Description

Avanade is seeking an experienced, passionate, and client-centric D365 Digital Contact Center Solutions Advisor to join our Global Solution Areas Business Unit, within our Global Business Applications Team. Part Business, Part Creative, Part Technology - The D365 Digital Contact Center Solutions Advisor is responsible for driving revenue for the D365 Digital Service Business in Europe through prospecting, acquisition, development, and expansion customer opportunities.

 

The D365 Digital Contact Center Solutions Advisor (SA) will provide technical and solution envisioning expertise to the OU, Direct, CRM, and Accenture Sales Teams. You will help develop and execute sales strategies, drive proposal efforts, and provide technical sales support. You will specialize in Microsoft Dynamics CRM Solutions for Customer Care, and therefore, provide deep expertise in lead qualification, opportunity assessment, opportunity development, and proposal development. 

 

Responsibilities: 

Sales Support (60%) 

  • Proactively deliver strategic messages and roadmaps to both new and existing customers within the Local Account Groups
  • Work with the Business Development Team to develop and execute selling strategies 
  • Provide pre-qualification expertise to evaluate customers business needs and align them based upon Avanade differentiators 
  • Consistently build depth in technology expertise thru Avanade’s multiple tools, training opportunities, and access to enterprise cutting edge engagements 
  • As a visionary, help the customer see what is possible with technology
  • Manage customer information using internal tools such as CRM system, deal pricing tool, and/or regional sales spreadsheets 
  • Deliver quality presentations, both written and oral, and customized product demonstrations
  • Serve as the Solution Lead for new opportunities, directing large proposal efforts 
  • Understand customer business requirements to the depth you are able to spark conversation around what is possible with technology

 

Solution Development (30%) 

  • Strong alignment with Microsoft Engineering Teams around Customer Service workloads
  • Build strong relationships with customers, Accenture, Microsoft, and industry groups
  • Give input to the Global COE Team in developing and executing plans for brand development, customer referrals, market awareness, and market positioning 
  • Represent Avanade at relevant customer and industry events and write POV documents/conduct webinars which create positive exposure for Avanade’s brand 
  • Contribute to the development of Avanade intellectual property, including assets and knowledge capital 
  • Evangelize the Customer Care Solutions across the European Regions 

 

Customer Delivery (10%) 

  • Project kickoff support 
  • Customer/Prospect training 

 

Role Objectives:  

  • Sales support, which includes sales and revenue targets
  • Solution assets
  • Harvesting of field-generated assets 
  • Continual growth of technical skills and certifications 
  • Capability Readiness and Thought Leader in Market Unit and Sales
  • Demonstrate leadership in Avanade Technology Communities and Customer Care Communities
 

Your Technical Skillset Includes:  

  • Strong knowledge of D365 and underlying technologies, Azure (including IoT), Microsoft Power Platform, and Microsoft Office
  • Deep functional and technical acumen and understanding of Microsoft Dynamics 365 for Customer Service including the Omnichannel Hub and Virtual Agents both through the Bot Framework and Power Virtual Agents
  • Understand and articulate integration architectures including development tools/products and standards 
  • Business Process Analysis and Design 
  • Awareness of competing contact center solutions such as Genesys and Avaya
  • Insights into relevant metrics that customer care and contact centers need to adhere to
  • Strong background in Microsoft technologies and trends, including Microsoft CRM and Microsoft SharePoint

 

Your Business Skillset Includes:

  • Bachelor's degree in a technical discipline or equivalent work experience
  • Extensive experience in CRM in either pre-sales or customer solution development
  • Delivery background is strongly preferred
  • Proven experience with Contact Centre Technologies such as Genesys, Avaya and SAP
  • Demonstrated success in leading and managing people in a team-based environment
  • Proven consulting and client-facing skills, as well as excellent presentation skills
  • Strong written and verbal communication skills


Apply now

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About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.