• Director, Solution Design

    City
    Any City/ State
    Position Type
    Regular Full-Time
  • Overview

    Come Be Apart


     


    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.


     


    The Director, Solution Design will provide consulting on solution design and solution strategy, both client-facing and internally, with the primary goal of winning the deal with a solution Arise can successfully deliver against.


     

    Responsibilities

    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.


     


    Provide consulting on solution design and solution strategy, both client-facing and internally, with the primary goal of winning the deal with a solution Arise can successfully deliver against.


     


    Responsibilities:



    •  Develop the end-to-end solution:


      • Technology

      • Processes

      • Business case/pricing and margin


    • Assesses client current status quo and gaps to identify the right solution elements

    • Performs benchmarking (Market and against Arise portfolio) to assess improvement potential for partnership, drive thought leadership

    • Owns the pricing/ margin model, based on the solution

    • Oversee the Solutions Design Process as it fits into the Sales Process and Pipeline

    • Lead internal solution reviews, work with process stakeholders to validate


     Focus Area:


     


    The Director, Solution Design will work with all Arise Process teams to ensure the execution and delivery of the Arise Product during various phases of the Solution Design Process:


     


    1. Deal Review and Prioritization: The Director, Solution Design will assist the SVP of Business Development in the sizing and prioritization of deals into Phase II and III of the pipeline.


     


    2. Engage client on Sales Finance and Operations Consulting:



    • To perform all due diligence activities to understand client environment and Assess client needs

    • Benchmark current client status quo: cost, flex, quality, other, relevant SLAs, processes, gap analysis


          3. Identification of requirements and process:



    • Identify high-level technology footprint, in partnership with IT: 1) Network, 2) Desktop, 3) Telephony, 4) Other / CRM requirements if needed

    • Develop Arise process needs: 1) sourcing / enrollment requirements, 2) agent skill profile, 3) curriculum requirements, 4) scheduling requirements, 5) workforce management / client results structure, 6) reporting / metrics / SLAs

    • Work with functional leaders within Arise to help define processes to operationalize the solution.


          4. Drive business case and pricing model:



    • Develop business case – cost impact, quality impact, flex impact, security

    • Develop Arise TCO model


          5. Business Case Presentation of Consultative Solution:



    • Internal: Present Strategic Plan and Go-No-Go recommendations to Arise Leadership

    • External: Present client-facing solution to key client stakeholders for buy-in


           6. Monitor and Governance:



    • Calibrate with operations to ensure the success and delivery of the solution which was sold and promised to the client

    • Provide recommendations to deliver a successful solution based on action plans outlined in the Solution Design

    • Validate TOC internally, drive all pricing approvals


     Competitive Compensation and Benefits which include:



    • Health/ Dental/ Vision/ Flex Spending Benefits

    • 401k, Retirement

    • Great PTO and Holiday Plan!

    • Maternity/ Paternity Paid Leave

    • Life and Disability Insurance

    • Tuition Reimbursement

    • Great Place to Work


     


    When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.


     


    Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V


     

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