Role Overview:
The CX Business Specialist is a dedicated customer experience (CX) consultant & solution expert who works closely with enterprise clients to analyze, optimize, and enhance their end-to-end customer journey. This role is a strategic pre-sales & consultative advisory function that partners with Account Executives (AEs) to identify CX challenges, position Tata Communications' CXaaS solutions, and drive AI-driven customer engagement, omnichannel experiences, and personalization strategies. Unlike AEs, who own the broader commercial relationship, CX Specialists focus exclusively on CXaaS sales and have a dedicated quota aligned with customer experience transformation initiatives.
Experience:
Other Additional Experience:
CX Strategy & Solution Expertise
Deep understanding of AI-powered CX, personalization, automation, and omnichannel engagement
Experience with customer journey mapping, behavioral analytics, and experience design
Knowledge of CX performance metrics (NPS, CSAT, CES, LTV, churn rate, conversion optimization, etc.)
Sales Enablement & Value Selling
Ability to position CXaaS solutions in a way that aligns with business outcomes
Experience driving sales cycles in partnership with AEs
Strong grasp of value-based selling, ROI modeling, and CXaaS monetization strategies
Industry Knowledge & Martech/CPaaS Expertise
Experience working with Martech, AI-driven analytics, CRM, CDP, and automation platforms
Familiarity with leading CX & engagement platforms (Insider, Adobe, Salesforce, Twilio, MO Engage, Braze, etc.)
Executive Communication & Stakeholder Management
Ability to engage and influence C-level executives and senior decision-makers
Strong storytelling and presentation skills to convey the business impact of CXaaS
Key Responsibilities:
Customer Experience Consulting & Gap Analysis: Engage with enterprise clients to map and analyze their end-to-end customer journey
Identify gaps, inefficiencies, and pain points in the CX strategy across digital and offline touchpoints
Assess customer engagement, automation, personalization, and retention strategies
Benchmark CX maturity and recommend AI-driven optimizations & omnichannel enhancements
CXaaS Solution Selling & Sales Collaboration: Work closely with Account Executives (AEs) to drive CXaaS sales in their key enterprise accounts
Position Tata Communications CXaaS solutions to address customer engagement challenges
Act as a trusted advisor & subject matter expert (SME) in AI-powered CX, automation, and digital transformation
Develop tailored CX business cases, ROI models, and value-based sales strategies
Stakeholder Management & C-Level Engagement: Collaborate with CMOs, CIOs, CDOs, and Heads of CX to align solutions with business objectives
Conduct CX workshops, discovery sessions, and executive-level presentations
Drive multi-threaded conversations across marketing, IT, and digital transformation teams
Cross-Functional Collaboration & GTM Execution: Work with Solution Architects & Pre-Sales Engineers to design and propose CXaaS deployment strategies
Partner with Customer Success Managers (CSMs) to ensure long-term customer adoption
Align with Product, Marketing, and Demand Generation teams to create industry-specific CX playbooks
Base Salary Range: $151,497 - $199,218 per year. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position.
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible for a discretionary bonus.
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