Practice Manager - Customer Experience/Contact Center in Chicago, IL

$200K - $250K(Ladders Estimates)

Dimension Data Holdings   •  

Chicago, IL 60601

Industry: Technical Services


11 - 15 years

Posted 28 days ago

If you join our growing global team, you'll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You'll be part of a team who's passionate about making a difference to the way technology shapes how we live and work – whether it's protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You'll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we'll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

We are seeking a Practice Manager- Customer Experience/Contact Center to drive our strategic objectives. The Practice Manager- Customer Experience/Contact Center is responsible for a solution or product portfolio within the Customer Experience/Contact Center Business Unit. They are a key source of innovation for Dimension Data's client facing solutions and are a key point of contact for our vendor partners. Practice Managers play a key role in the education of Sales Consultants, Client Managers/Directors and sales leaders, and will engage with clients in direct support of some opportunities. The Practice Manager assists in driving the strategy and also may also be focused on solution development, business development, and/or sales enablement. He/she also works in collaboration with the GTM Executive, to determine the overall strategy for the assigned area and will assist in driving account planning, forecasting, and budgetary management of the team. This role is responsible for achieving profitable growth of the Practice and support Dimension Data Americas strategic priorities.What you'll be doing

Assists in driving the successful execution of the go-to-market sales strategy for the Customer Experience/Contact Center Business Unit (BU). Drive Solution development activities.

May have ownership for part of a BU income statement performance

This role may be responsible for attracting, engaging, developing, and retaining a team of high

performing Solution Architects

Viewed as a coach to team members to continued improved performance and ensure alignment to go-to-market, solution selling approaches and overall sales/solution strategies

Collaborate with Solutions Development and BU Practice Directors to help design and develop new BU and cross-BU, market relevant solutions for the Customer Experience/Contact Center technology sector. Support the roll out of those solutions to BU Sales Consultants and NAO & Global account sales employees.

Collaborates with the GTM executive on investment strategy, go-to-market strategy, and sales


Be primary sponsor of a number of vendor relationships with support from the Alliances team.

Ensures BU members stay current with Partner roadmap and product, and facilitate similar education into Foundation sales teams.

Provide technical guidance on key projects at predefined milestones

What would make you a good fit for this role?

Education/Qualifications Required

Bachelor's Degree or equivalent in a technical, analytical, or business field is required. An MBA or related experience is desirable.

Senior industry certifications are highly desirable

Work Experience Required

Practice Managers have a minimum of 10 years of related experience in service development, solution architecture, and offering management related to the Customer Experience/Contact Center domain. Knowledge of Cisco, Genesys or relevant Contact Center solutions strongly preferred

Sufficient working experience in the practice space to demonstrate a high level of credibility or expertise in the subject matter

Skills and Core Competencies

Recognized by peers as a senior resource in the specialty practice area

Demonstrates detailed understanding of standard delivery methodologies around practice areas and must demonstrate relevant methodologies.

Ability to coach engineers and architects on technical aspects of assigned solutions

Good business acumen

Must have strong communication skills – verbal, written, and presentation

Strong project management skills

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

Valid Through: 2019-11-11