Senior Solution Advisor

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

About the Role (your why)  

The Senior Solution Advisor role is responsible for solving our clients service experience objectives which might include growing their business, increasing community engagement, reducing risk, or optimising spend. This means that you are a Customer Experience (CX) and Contact Centre expert where you can draw on your knowledge of this domain to design and propose operational solutions for our customers. This role will be aligned to Managed Operations is primarily responsible to support new and ongoing sales and marketing activities.

Our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney – Auckland, Wellington, Christchurch. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best! 

What you’ll do   

The Senior Solution Advisor is responsible for (but not limited to):

• Solution design – Interpreting client requirements and solving for them to meet their business needs while meeting Datacom’s growth aspirations.
• Lead qualification - Finding, aligning and organising Datacom personnel to support sales activity including coordination with other Datacom businesses for joint propositions
• Writing, leading and managing formal sales responses such as SOWs/ Proposals /RFP /RFI /RFQ activity
• Developing and maintaining relationships with aligned customer base
• Building long-term, strategic relationships with senior stakeholders (internal and external).
• Working with regional teams to support a remote sales capability
• Ensuring work meets commercial and reporting standards and processes
• Supporting the marketing team (or product owners) with marketing activity including participating in marketing activities to stimulate demand, such as events, roadshows and marketing campaigns
• Aligning and where necessary creating sales and marketing collateral to support the relevant market propositions
• Ensuring the delivery of consistent, professional digital content, presentations and customer facing presales content
• Maintaining currency of knowledge, training and engagement with relevant CX vendors.
• Supporting and enriching the existing strategic vendor relationships to ensure Datacom is top of mind for opportunities
• Engaging and educating relevant Datacom teams about services propositions and positioning
• Working with regional teams to support a remote sales capability

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs. 

What you’ll bring  

• You have a healthy curiosity about how things work. When working across different disciplines in the business you find it fascinating to break down the component parts, identify gaps, and work out how to bring it all together to solve the customers requirements.
• You can work independently but are comfortable making a noise when you get stuck
• You are not afraid of tasks that require you to learn something new
• You are capable of owning a project and delivering it
• You aren’t afraid of doing grunt work including leading the writing efforts when responding to RFX’s and building presentations to walk current and potential clients through the service that you have designed for them
• You speak up with things are wrong
• You possess strong business acumen possibly from a background in leading a business/ operation or being accountable for business profitability
• You are good in building rapport with people you connect with. Your personality comes to life when working with cross functional teams and connecting with customers and partners
• You have extensive experience in contact centre operations, ideally having worked for a BPO. You also understand CX technologies such as CCaaS and CAI platforms and how these technologies add value to improve a customer service experience.

Why join us here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. 

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. 

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.