Date:  Jun 6, 2024

Remote, Remote, US

Requisition ID:  6215



Solutions Lead


Position Description:

The Solutions Lead will be responsible for designing the CX solutions and transforming the customer experience. The role is hands-on and requires a personal contribution to the detailed design of the proposed solutions. He/she will facilitate the development and closure of sales negotiation, be assigned responsibility to specific domain areas  and, shall be responsible for designing the solution of the assigned component, estimation (cost & benefits), ensure alignment with customers ask and evaluate alternatives. The Solutions lead will be responsible for the creation of collateral for the opportunity, work with Finance team on deal commercials and customer business case. He/she shall lead Due Diligence, Client stakeholder meetings and calls.


Primary Roles and Responsibilities:


  • Create Opportunity summarization/ briefing
  • Lead Scope definition and alignment to the win strategy themes as agreed with the Market leads.
  • Lead client discovery sessions / workshops, mutual value discovery and yellow pads, orals.
  • Lead creation of Target Operating Model.
  • Work with BU solution and other relevant team to create Enterprise proposal and Client presentations.
  • Understanding of all technology assets and present options of right assets for solving specific business problem posed in the opportunity. Lead selection process of the final solution component.
  • Quality control the response process and take ownership of creation of specific sections as assigned by the Architect delivery input on service levels and statement of work, Legal's input on commercials, challenge responses, process subject matter experts’ content, technology / tools input)
  • Identify Risk definition and development of mitigation strategies along with the Architect.
  • Creation of potential and savings (including transformation savings)
  • Lead Cost and Business Case development, analysis and coordination
  • Validation of assumptions and proposed Enterprise in Due Diligence activity and refinement of the solutions, based on the findings from Due Diligence, if appropriate.
  • Lead the contracting document creation process
  • Engagement handover to the Transition and Delivery team and Lessons Learnt
  • Site visits - prepare delivery, lead visits


Knowledge, Skills, and Attributes:


  • Excellent client facing skills (in particular the ability to present at client Orals clearly articulate the proposed solution and able to participate in Q&A in written, presentation and oral formats viz. PPT, Excel, Word)
  •  Business Process Outsourcing experience at a Mid Manager level in CX and contact center solutions of industry domains with a focus on Transformation, with demonstrable improvements in process redesign
  •  Ability to work with Process Manager & SME at client's organization and gain their trust
  • Capability to extract the best from various capability groups across Firstsource to develop solutions within a complex organization
  • Able to bring in fresh perspective to the existing solutions standards and drive the Digital approach




Required qualifications:


Minimum of 5  years experience in supporting sales, selling and closing of BPO and/or professional services in roles such as sales, account lead and solution architect

Minimum of 5 years client relationship and/or delivery experience

Experience solutioning and closing million dollar deals in BPO such as: software & platform industry solutions, contact center, customer experience consulting.





Desired Qualifications:



  • Experience working within a large, heavily matrixed company environment.


  • Experience with C-Level client relationship building and relationship management.
  • Professional Skills
  • Proven ability to build, manage and foster a team oriented environment.
  • Demonstrated leadership, teamwork and collaboration in a professional setting either military or civilian.
  • High energy level, sense of urgency, decisiveness and ability to work well under pressure.
  • Excellent communication written and oral and interpersonal skills.
  • Strong leadership, problem solving, and decision making abilities.



Why Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a leading provider of transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology and other industries. Our ‘Digital First, Digital Now’ approach helps organisations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build competitive advantage. With an established presence in the US, the UK, India and the Philippines, we act as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.

Our ‘Digital First, Digital Now’ approach capitalises on rapid advancements in Cloud, Software as a Service (SaaS) and automation technologies to build powerful digital ecosystems that supplement human expertise and redene performance. We are strengthening our Digital Services Practice to meet the automation, process design and analytics needs of our clients across Healthcare, BFSI and CMT industries. The second pillar of our Digital strategy is platform-based services (e.g. Digital Collections), targeting discrete business functions, with an integrated IT, operations and infrastructure solution, to drive better outcomes for clients and higher margins for us.

The approach is as much about creating leading-edge digital solutions for our clients as it is about instilling a digital-rst mindset within the organization. Our core functions of hiring, training and operations management are increasingly being digitized. The goal is to make the best use of technology to optimize human interaction and harmonise the human-machine relationship in order to produce the greatest impact. We are working towards creating digital citizens and champions within Firstsource to spearhead the digital-rst approach across internal operations as well as client processes.