Position Details:

The Executive Director, Field Workforce Management (WFX) functions as a general manager for the Field Workforce Management Strategic Solution Unit (SSU) and is responsible for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for the solution.  This role creates, implements, and manages the solution and sales pursuit strategy aimed to understand, anticipate, and manage the needs of our new and existing customers from a current and future perspective. In collaboration with the Product Management Organization, the role develops and communicates the solution vision, strategy, ideation, releases, features and the go-to-market strategy.   The Executive Director, WFX is responsible for building and leading a team who are positioned as trusted advisors and subject matter experts for field workforce management solution.

Essential Job Functions 

• Build the Business: Independently and collaboratively strategize for solving deal-level challenges to increase overall revenue and sales bookings. 
  • Accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for the field workforce management (WFX) strategic solution unit.  
  • Drives customer commitment and manages the overall sales process that includes customer engagement, opportunity qualification and definition, proposal development, solution confirmation, and close. 
  • Leverage insight and consultative selling techniques to teach customers about their industry and offer unique perspectives on their business that lead them to the CSG product and solution portfolio.  Coach customer stakeholders and build consensus. 
  • Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process.  Shape customer demand for our solutions that solve their urgent business challenges.
  • Collaborate with Marketing, Product, and Services to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings. 
  • Represent the “voice of the customer” and provide feedback to the product development and operations organization for improvements, market trends, customer architecture roadmaps and product issues.
  • Responsible for facilitating formal Account Reviews (usually on a Quarterly basis) to ensure a strategic and collaborative approach to growing their assigned accounts. They are responsible for maintaining documented Account Plans which capture the customer’s business goals and problems and CSG’s competitive threats and growth opportunities.

• Operational & Delivery Excellence: Provide for an exceptional customer experience by reimagine key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency. 
  • Partner with the Client Delivery Executive (CDE) to package our assets to provide competitive solutions to our customers’ complex business problems, driving more productive conversations that open doors and enable success in new markets.
  • In collaboration with the CDE and the Customer Operation Teams, create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). 
  • Collaborate with the CDE and provide oversight and guidance to all critical customer deliveries and must be able to proactively escalate, wherever necessary, to the customer, product management, engineering, or senior leadership for complete resolution. 
  • With customer profitability and continuous service improvements as a focus, evolve and optimize the client business service and delivery model and ensure proper staffing levels and skills are in place to execute on the strategy. 
  • Be aware of operational outages and assist in the coordination of resolution and recovery, if warranted. Astutely and smoothly deliver appropriate messaging around issue escalation to key customer executives.
  • Drive other internal and customer teams toward appropriate resolution to ensure success.
  • May serve as an escalation point for customer issues as well as work prioritization concerns

• Responsible for effective demonstration of managerial practices to include: the identification and recruitment of key strategic talent in the region and/or territory, providing day-to-day leadership to the business teams, distribution and explanation of account plans, the establishment of clear roles, responsibilities, regions, and/or accounts for team members, as well as the overall coaching and performance management of a high performing team.
• Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.

Travel/Location

• Must be able to travel internationally and/or domestically (dependent upon location of the role) up to and exceeding 50% of the time.

Education

• Bachelor’s Degree in Business Administration and/or a related field, or the equivalent work experience.

Experience

• Minimum of 10 years’ experience in field workforce management in the cable, satellite, telecommunications, utilities and IOT verticals.  Specifically, work in resource/quota planning, dispatch and/or technical operations. 
• Minimum of 10 years’ experience of implementing/consulting/supporting field service automation software
• Minimum of 10 years’ leadership experience with demonstrated success building and leading support and client relationship management teams.

Knowledge, Skills and Abilities 

• Experience orchestrating complex multimillion dollar solution sales from business champion to the CEO level.
• Advanced fiscal management experience.
• Proven track record as a change manager and adept at building high performance teams while driving transformational breakthroughs within target accounts.
• Strategic Thinking: Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit needs; brainstorms with team members to devise solutions to solve complex deal challenges.  
• Communication: Tailors communication to the customer’s needs with authority; effectively delivers presentations and has strong verbal and written communication skills. 
• Interpersonal Influence: Uses rational and emotional drivers that would appeal to customers to comfortably drive negotiation conversations in his or her favor.
• Networking: Identifies the right customer stakeholders and builds connections quickly to drive consensus for deals; works cooperatively with a wide range of internal stakeholders for deal success. 
• Ownership: Goes out of his or her way to complete a job and has a relentless drive to achieve results; is independent and self-directed, and takes initiative with minimal direction or supervision.
• Workflow Management:  Sets clear, realistic, and time-bound objectives that align to business growth; breaks each objective into tasks and process steps that can be achieved with a realistic timeframe.