At a Glance
- Tasks: Become a contact centre expert and help businesses optimise their communication solutions.
- Company: Join 8x8, a leader in global communications and customer experience.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Be part of a diverse team that values authenticity and offers excellent career development.
- Why this job: Make a real impact by advising on cutting-edge technologies and enhancing customer experiences.
- Qualifications: 5+ years in consulting or operational roles with a focus on CCaaS and UCaaS.
The predicted salary is between 63000 - 77000 £ per year.
8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact. The Business Value Consultant (BVC) is an expert in contact centre and unified communications technologies, solution connectivity challenges and options, and business processes. They bring first-hand experience from within the contact centre industry, with the ability to apply that understanding to sales engagements and recommend solution designs. This combination of technical and business experience, together with a clear understanding of the product development lifecycle and the broader technology landscape, positions this individual contributor as a trusted advisor to 8x8, the Sales organisation, and the prospect and customer community.
The role also supports internal departments across the organisation as a resource and subject matter expert (SME) for both 8x8 products and industry trends. As part of the Global Sales Team, the BVC provides support on strategic and critical opportunities for prospects. The consultant conducts deep discovery into current business operations and challenges to position the best solution for the customer, and may run sessions to help determine the Return on Investment (ROI) a customer could see after implementing 8x8 solutions, creating a foundation for budgetary and business planning.
They contribute to the successful onboarding of potential customers onto the platform while providing best practice guidance on hosted contact centre, unified communications, workforce optimisation, self-service, emerging communication technologies (including AI and its impact on communications), and customer experience. They also support ongoing retention for existing 8x8 customers through deep data analysis and optimisation, sharing data-based recommendations such as configuration changes, better use of underutilised features, or new products and services for the existing deployment.
The consultant may provide on-site or remote support for early-stage go/no-go situations, development of strategic opportunities, delivery of on-site sales consulting services for prospects, and subsequent post-visit reports. The successful BVC must be able to present 8x8 solutions effectively to prospect and customer personnel at varying levels, including C-level, business unit or operations management, and technology professionals. This role is integral to the overall success of the Sales, Solutions Engineering and Customer Success organisations, ensuring a positive customer experience throughout.
Responsibilities
- Become an expert in the 8x8 product portfolio including CCaaS, UCaaS CPaaS and AI solutions, and demonstrate solutions as needed to develop and explain the recommended solution architecture.
- Develop fluency in new and emerging technology offerings from our Technology Ecosystem Partners.
- Support the global sales team on request for strategic or critical opportunities, identifying gaps and red-flag issues that could be barriers to successful implementation or increase the risk of not meeting prospects' expectations.
- Work collaboratively with prospects' contact centre teams and business unit leaders to provide change management support, facilitate sound decision-making, review options and considerations in system design, and provide insight into the trade-offs between them.
- Engage in contact centre reviews with prospects, examining business processes, current technology strategy and required metrics to collaboratively clarify priorities.
- Analyse customers' contact centre analytics, processes and metrics to identify gaps, and provide a roadmap of recommendations to move from current state to successful deployment against their strategic objectives.
- Provide internal guidance and mentoring across all project areas, including call flow design, workforce management, quality monitoring, key metrics, and the unique dynamics of contact centre operations.
- Ensure customers realise maximum value from their investment by driving proper methodologies, processes and best practices across all consulting engagements.
- Strengthen credibility as a contact centre and customer experience expert by delivering presentations on contact centre issues for consulting projects, and representing 8x8 at industry conferences and events.
- Produce materials such as on-site reports and analysis of results, and contribute to the creation and optimisation of templates for the BVC team.
- Stay abreast of current developments in telecommunications, UCaaS, CCaaS, CPaaS, self-service, automation, VoIP technologies, AI solutions and industry trends.
- Engage with the Centre of Excellence as the CX consultant for contact centre proof of concepts.
Qualifications
- 5+ years in a consulting role with CCaaS and UCaaS experience.
- 5+ years in an operational contact centre role.
- Professional consulting experience preferred; internal consulting and collaboration also considered.
- Experience in technology sales engineering is an advantage.
- Progressive experience in roles of increasing responsibility within contact centre, VoIP or unified communications technology.
- Understanding of AI and how to apply it to improve day-to-day efficiency, benefiting the team, the organisation and customers.
- Bachelor's degree or equivalent professional experience.
- Knowledge of contact centre technology, quality management and workforce management.
- Broad understanding of the contact centre market and its trends, including emerging technologies.
- Ability to manage multiple projects simultaneously.
- Excellent interpersonal skills, demonstrated in a customer-facing environment.
- Strong organisational, written and verbal communication skills.
- Creative, with the ability to think beyond conventional approaches.
- Able to work independently as well as within a team.
- Flexibility to accommodate travel requirements.
Business Value Consultant employer: 8x8
At 8x8, we pride ourselves on being an exceptional employer, offering a collaborative and supportive work environment that fosters employee growth and development. Our flexible hybrid and remote work arrangements empower our team members to balance their professional and personal lives while contributing to meaningful projects that drive business impact. With a commitment to diversity and inclusion, we encourage all employees to bring their authentic selves to work, ensuring a vibrant workplace culture in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Business Value Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 8x8. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 8x8 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Business Value Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 8x8:Your cover letter is your chance to shine! Tell us why you want to work at 8x8 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 8x8!
How to prepare for a job interview at 8x8
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
