Customer Experience and Service… at Accenture · Bentonvil…

Customer Experience and Service Transformation Advisory Senior Manager (Products)
Location: New York, One Manhattan West, Corp
We are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song
You are:
You are an expert in customer support and contact centers, with an understanding of the software that enables them. You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.
You’ve previously led a customer support transformation and understand large scale technology delivery. You understand how to identify and quantify cost savings or revenue opportunities, identify initiatives to realize value, and can execute against them.  Additionally, you are familiar with the selling process, and you’ve pitched proposals and solutions to help solve client problems. Working in an agile, fast-paced environment at the forefront of new trends energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills? Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The Work:
Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goals
Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions
Help advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences
Advise clients on ways to measure success and improve their customer-centric metrics
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service
Manage and coach junior team members, and continue to grow your own expertise
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position
Travel: As required for client support.
Location: Primary residency within 90 minutes of an approved Accenture office
Here’s What You Need:

At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties such as:
Working in-depth with customer service and support business processes and capabilities
Solutioning and selling new ideas and proposals
Incorporating experience design and analytics into customer service, and support processes
Leading and understanding large, complex global transformation projects
At least 5 years of experience working with:
Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
Customer service platform technologies such as Salesforce and Dynamics
Artificial intelligence and front-end digital platforms
Bachelor’s degree
Bonus Points If:
Your Bachelor’s degree is in engineering, computer science, information systems, or business
You have an MBA or equivalent graduate degree
You were responsible for a customer support organization
Have hands on experience with artificial intelligence and conversational design
Have expertise working with organizations within Consumer Goods, Retail, Life Sciences, Automotive, Travel & Hospitality sectors.
#LI-NA

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 09/10/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:
U.S. Employee Benefits | Accenture

Role Location Annual Salary Range
California $132,500 to $338,300
Cleveland $122,700 to $270,600
Colorado $132,500 to $292,200
District of Columbia $141,100 to $311,200
Illinois $122,700 to $292,200
Maine $112,900 to $249,000
Maryland $132,500 to $292,200
Massachusetts $132,500 to $311,200
Minnesota $132,500 to $292,200
New York $122,700 to $338,300
New Jersey $141,100 to $338,300
Virginia $122,700 to $311,200
Washington $141,100 to $311,200
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us atwww.accenture.com
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