Managing Director, Customer Solutions

Managing Director, Customer Solutions (Salesforce)

West Monroe has an immediate opportunity for a seasoned Managing Director within our Customer Solutions Practice to be located in our Los Angeles office.  This role entails significant responsibility in managing the client relationship at the executive levels while providing direction and oversight to project teams. We are seeking candidates with relevant consulting leadership and client development experience.  Most importantly, candidates should be passionate about what they do and enjoy a fun, entrepreneurial environment.

The Customer Solutions Practice enhances customer-focused businesses by taking an outside-in approach, breaking down silos across Marketing, Sales, and Service, and empowering people to drive customer outcomes. We do this by operationalizing customer experiences and by crafting strategies for an increasingly digital world. Our Marketing Enablement Team focuses on the full customer lifecycle of an organization to help drive new customer acquisition, retention & growth. Our Sales Effectiveness Team creates revenue streams through the acquisition of new customers while bolstering growth from the existing customer base. Our Service Excellence Team optimizes Customer service experiences to drive efficiency, satisfaction, and productivity. Collectively, our team uses our experiences as a Salesforce Summit Partner, to drive practical technical solutions in support of critical front-office processes.

Managing Directors at West Monroe have three primary areas of responsibility:

Business Development:    

• Cultivate new and existing client business development opportunities for the Customer Solutions Practice, with an annual consulting revenue target minimum of $2-5 million.
• Significant generation of weekly prospecting/networking activities (events, meetings, phone calls, emails) in the pursuit of new client acquisition and brand awareness.
• Excellent understanding of client’s business needs turning those goals into concrete projects and detailed proposals
• Lead development of proposals, work plans, pricing estimates, and risk assessments for project prospects
• Domain expertise in front-office business functions: Sales, Service, Marketing
• 7+ years of selling consulting and advisory services to executive-level corporate strategic buyers (Salesforce solutions)
• Familiarity with selling in the consulting/professional services business model: SOWs, pricing, pursuit strategy, practice collaboration
• “Hunter Mentality” approach to field sales
• Team closely with WMP Marketing to develop new client case studies/project summaries and execute Marketing campaigns and follow up into new prospects and existing accounts for opportunity identification and qualification
• Lead and/or collaborate on key account planning, and execute those plans for account growth

Practice Development:

• Lead, mentor and grow consultants and actively participate in the performance management process. Motivate high-quality performance by personnel supervised through example and constructive feedback
• Encourage and facilitate an atmosphere of continuous learning.
• Participate actively in the recruiting process for additional practice managers and consultants
• Entrepreneurial desire and selflessness to give your time, energy, and passion to grow the firm’s culture and our people both inside and outside of office hours
• Leverage your personal network of Customer Solutions relationships to secure executive-level introduction meetings to generate new business at target accounts
• Bring vertical market sales experience in the Healthcare AND/OR High-Tech and Software space
• Research new prospects, new contacts, and map/segment in the marketplace
• Attend industry and alliance conferences to introduce West Monroe to new prospects and understand the latest industry trends

Client Delivery:

• Lead engagements by communicating and reporting project status to C-level executives and IT management, including budget, risks, issues, etc. Deliver results that clearly meet quality objectives and provide value to the client
• Demonstrate strong history of follow-on work at clients and referrals of business from existing clients
• Leverage your alliance relationships, particularly those in the Salesforce (Salesforce.com) - network of relationships in Salesforce ecosystem is preferred
• Collaborate with West Monroe’s Salesforce Partner Alliance Manager to develop and maintain unique, industry-specific alliance connections with Salesforce that can drive pipeline and/or mutual account targeting between Salesforce and West Monroe
• Map unique digital solutions deployed by West Monroe on Salesforce technologies to their field sales organization for repeatable solution sales
• Report project budget and finances both internally and for clients
• Inspire and energize project teams under your direction. Mentor and manage teams of younger consultants to ensure the quality of delivery and to keep projects on time and budget
• Quickly respond to client requests for immediate issues while also being able to drive projects to completion. Ensure strong commitment to client service among all personnel on the team
• Analyze each client's specific request and determine the underlying problem and recommend proper solutions, demonstrate by clients and market to have the technical, industry and functional knowledge necessary to provide the highest quality client service

Qualifications:

• A BS degree: MBA preferred.  Must have led a relevant consulting group or practice
• Strong interpersonal qualifications and people leadership (30+ practice) 
• 15+ years of experience designing and delivering human-centered experiences that help organizations build modern operating models to become more customer-centric by creating effortless interactions, promoting customer loyalty, increasing revenue, and improving collaboration across geographies and business functions
• Hands-on experience selling in the Salesforce ecosystem and/or worked at Salesforce in a prior position in sales or other capacity
• Relevant experience and familiarity with contact center strategy, business processes, telephony infrastructure, and CRM
• Strong client development and an active professional network of contacts
• Membership and participation in business / community associations
• Publication in a designated area – this is ideal, not required
• Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning, and analysis
• Excellent organizational, verbal, and written communication skills
• Strong communication skills to be able to work with clients and present to C-level executives
• Ability to travel as required managing national clients and engagement teams
• Demonstrable knowledge of Customer Solutions, Sales, Service, and Marketing issues and technical solutions
• Knowledge of the latest trends in Digital CX
• Ability to travel on short notice
• Able to work independently and as a team player in coordinating and driving sales processes
• Aggressive self-starter who can also quarterback collaborative pursuit strategies
• Ability to be in-person three days a week is required

Managing Directors at West Monroe are expected to be in-person three days a week. This can include being present at client sites, in the market, or in-office for internal collaboration. There is flexibility and an understanding that schedules ebb and flow, but a core belief is that when we are together with our people and our clients, we build stronger relationships and are better equipped to sell and deliver value.

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