CX Lead

Job Description

A bit about us 🏢

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Who are we looking for?

We are seeking a CX Lead to join our Manchester based team. In this role you will play a pivotal part in developing and maintaining a team of CX Consultants who will play a crucial role in supporting our existing customers and collaborating with internal Sales team to scope solutions to our customers problems.

What will you be doing day-to-day? 🚀

• Collaborate closely with the Customer Success team to empower existing clients, ensuring they fully leverage the capabilities of our SmartAgent product & Amazon Connect.
• Partner with the Sales team to understand prospective customers challenges and formulate comprehensive solution proposals.
• Transform customer problems into defined work packages for handover to the Solution Architecture team, ensuring the alignment of the customers’ needs with our product suite.
• Gather valuable insights from customers challenges and convey these insights to the Product team to guide the development roadmap and feature enhancements.
• Maintain a deep understanding of the latest AWS and Amazon Connect updates and educate clients on best practices to optimise their customer experience.
• Triaging requests for change (RFC) from current customers and briefing Solution Architects / CX Engineers on details.
• Provide support and leadership in the management of CX Consultants, whilst actively developing and maintaining a framework to facilitate the growth of the CX Consultancy team.

What you’ll need ✨

• Experience working with AWS or other cloud providers
• Experience within the Contact Centre space
• Experience building and leading a team
• Forming tight scopes
• Commercially aware (SOWs)

What do we offer? 💰

• 25 days PTO + bank holidays 🌞
• Your birthday off 🍰
• Private Medical Insurance 🚑
• Electric Vehicle (EV) scheme 🚗
• Pension plan 👨‍🦳
• Enhanced maternity and paternity leave 👨‍👩‍👧
• Share-save scheme 💰

A few things to note 👍

• This is a hybrid role; we require you to be in our Manchester office at least 2 days a week.
• We do not need agency support; we do all our recruitment in house.
• Unfortunately, we can't offer visa sponsorship or relocation support for this role.