Consultant, Go-to-Channel
About the position The Consultant, Go-to-Channel plays a critical role in delivering on Value business priorities by ensuring that front-line customer service teams operate at the highest caliber. This position involves partnering with various stakeholders to bring business initiatives to the customer service channel, managing the process from intake to launch and post-mortem. The role requires strong analytical, tactical, and project management skills to navigate a high-volume and complex environment, while also fostering relationships across multiple teams and partners.
Responsibilities
- Partner with Planning, Go-to-Market, and business stakeholder teams to establish an effective go-to-channel process for customer service and delivery teams.
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- Develop, document, and roadshow new Customer Channels GTC approach across stakeholder teams.
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- Directly responsible for Priority 1 initiatives, including major brand and product launches and value proposition refreshes.
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- Monitor and provide regular readouts on initiatives in partnership with the governance manager.
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- Ensure readiness across all facets of the Customer Channel organization, including Upskilling and Enablement, Workforce Management, and Reporting.
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- Act as the voice of the Customer Channels team in business team PMO and GTM working sessions and readouts.
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- Identify subject matter experts for key topics/brands/processes and partner with them.
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- Build strong relationships with partner senior leadership teams across all four partners and six sites.
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- Develop a scorecard and methodology to track workload, efficacy, and other key metrics for iterative enhancements to the intake approach.
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- Lead regular stakeholder touch bases, working sessions, and round tables to ensure a clear understanding of the go-to-channel experience.
Requirements
- Bachelor's degree or four or more years of work experience.
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- Six or more years of relevant work experience.
Nice-to-haves
- Project management experience.
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- Experience using tools like Smartsheets and Asana.
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- Experience in critical leadership skills such as planning, prioritization, communication, and project management.
Benefits
- 401(k)
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- Adoption assistance
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- Health insurance
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- Paid time off
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- Parental leave
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- Tuition reimbursement
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