About the Role

The CX Product Expert will be responsible of leading the development and execution of product and sales strategies through market research, stakeholder engagement, and cross-functional collaboration. The role focuses on driving business growth by managing partnerships, overseeing proposals and tenders, ensuring product performance, and delivering technical and customer support. The Expert is expected to have great technical skills to resolve complex technical issues facing customers.

What We Need From You

• Education

  Bachelor’s degree in Business Administration, Computer Engineering , Information Technology, or a relevant field.

• Experience

  Minimum 8 to 10 years experience in technical product management or business process outsourcing or any relevant field (Preferably in the telecom industry).

• Technical Skills

  • Technical and commercial expertise (Proposal and tender preparation)

  • Product strategy development

  • Product life cycle management

  • Performance monitoring and improvement

  • Sales strategy formulation and execution

  • Sales forecasting and reporting

  • Negotiation and contract management

  • Analytical and research skills

  • Project and process management

  • Customer experience tools and platforms

  • Familiarity with RFP/RFQ processes, tender portals, and compliance standards.

  • Business Intelligence dashboards and to be able to leverage data to drive business performance objectives

  • Avaya & Genesys (or other related systems)

• Soft skills

  Negotiation

  Communication

Responsibilities

• Develop and execute product strategies and offering to reach the targeted audience in alignment with the organization goals and strategic objectives.

• Conduct thorough market research and benchmarking to identify trends, competitive landscape, and customer feedback.

• Act as the primary point of contact for stakeholders, providing regular updates on product status, roadmap, sales leads and performance metrics.

• Collaborate with vendors, partners and cross-functional teams to achieve the targets and meet all business needs.

• Develop and implement effective sales strategies to achieve revenue targets and expand market share.

• Build and maintain strong relationships with key clients and stakeholders, vendors and partners ensuring high levels of satisfaction.

• Prepare and present sales forecasts, budgets, and performance reports to senior management.

• Lead negotiations with clients to secure contracts and agreements that align with company objectives.

• Develop and execute a strategic partnership plan that aligns with organization goals and expands our market presence and build strong relationships with all stakeholders.

• Monitor and analyze product performance metrics, utilizing analytical tools to drive improvements and enhancements.

• Develop training materials and provide support to sales and customer service teams to ensure successful product adoption.

• Oversee the creation of engaging content and materials that support our initiatives and promote our solutions.

• Provide expert-level of technical support on top of creating and maintaining technical documentation, including user manuals, FAQs, and troubleshooting guides.

• Identify, evaluate, and negotiate with suppliers and partners to secure competitive pricing and quality standards

• Create comprehensive commercial and technical proposals for clients and tenders, ensuring alignment with all standards and client requirements.

• Handle the tender process, from preparation to submission, ensuring compliance with specifications and deadlines.