Senior Solution Consultant

Please Note: This is a hybrid working role which will require to attend Richmond Office (TW9) at least once a week.

About Us:

Launched in July 2020, Kerv is a next-generation customer-first, cloud-first provider, created to help customers achieve successful business outcomes in a new digital era. Kerv consists of seven specialised practices, enabling us to offer our customer bases an end-to-end service under one brand.

This role is for the Kerv Experience practice which specialises in the contact centre space. Partnered to sell, deploy and support the Genesys Cloud CX platform since 2015. Kerv Experience has won numerous awards.

About the Role:

The Senior Solution Consultant role is a key position within our organisation, responsible for driving customer success by leveraging the power of Genesys Cloud CX. As a Senior Solution Consultant, you will play a vital role in understanding client needs and translating them into tailored demonstrations that optimise their customer & agent experience management.

You will work closely with customers, conducting in-depth discussions to identify pain points and challenges they face in their customer interactions. With your deep understanding of the Genesys Cloud CX platform, you will design and present innovative solutions that address these challenges, aligning with the client's unique business objectives.

Your expertise will be showcased through product demonstrations, where you will demonstrate the capabilities and benefits of Genesys Cloud CX and Kerv products to potential customers. This requires excellent communication and presentation skills to effectively convey technical concepts and showcase the value proposition of the solution.

A core element of this role is strong bid and tender writing capability. You will play a leading role in producing written responses to RFPs, ITTs, and other tender documents, ensuring that Kerv’s propositions are clear, compelling, and aligned to customer objectives. This requires the ability to communicate complex technical and business concepts clearly and persuasively in writing

As we have various practices within Kerv selling value-added services, you will be expected to collaborate with other practices to understand how their offering assists the customer with their requirements.

Your part to Play:

Working as a trusted advisor within the Pre-sales function, you will:

• Partner closely with the sales team to understand customer requirements and shape winning solutions.
• Lead the creation of high-quality written content for bids, tenders, and proposals, including technical and solution sections.
• Translate complex customer requirements into clear, structured, and persuasive written responses.
• Design and present tailored solutions aligned to customer goals and business outcomes.
• Deliver engaging product demonstrations and presentations to a variety of customer personas.
• Collaborate with internal teams and other Kerv practices to bring together end-to-end solutions.
• Build strong, credible relationships with customers based on trust and expertise.
• Stay current with industry trends, customer experience technologies, and the Genesys Cloud CX platform.
• Collaborate closely with the Customer Success team to drive product adoption across a portfolio of 80+ Genesys customers

Requirements:

• Must have 5+ years of experience working with CX / CCaaS solutions.
• Proven experience in bid writing, tender responses, and technical written documentation.
• Strong technical skills are desirable.
• Strong presentation skills.
• Must have great communication skills and the ability to communicate with different customer personas (IT, Contact Centre Managers, Heads of Departments).
• Ability to work effectively in a fast-paced Pre-sales environment.
• Self-motivated, proactive, and comfortable working both independently and as part of a team.
• Must be able to work within a team.
• Must have a strong ability to complete technical written documents.
• Strong solution design capability with a customer-first mindset

Kerv Values

• Team is everything
• Think Customer-first
• Build Future
• Spread good vibes
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

Summary:

The Senior Solution Consultant at Kerv is pivotal in driving customer success through the Genesys Cloud CX platform. This role involves understanding client needs, crafting tailored solutions, and showcasing the benefits of our products through compelling demonstrations. With a focus on bid and tender writing, you will ensure that our propositions are clear, persuasive, and aligned with customer objectives.

Responsibilities:

• Partner closely with the sales team to understand customer requirements and shape winning solutions.
• Lead the creation of high-quality written content for bids, tenders, and proposals, including technical and solution sections.
• Translate complex customer requirements into clear, structured, and persuasive written responses.
• Design and present tailored solutions aligned to customer goals and business outcomes.
• Deliver engaging product demonstrations and presentations to a variety of customer personas.
• Collaborate with internal teams and other Kerv practices to bring together end-to-end solutions.
• Build strong, credible relationships with customers based on trust and expertise.
• Stay current with industry trends, customer experience technologies, and the Genesys Cloud CX platform.
• Collaborate closely with the Customer Success team to drive product adoption across a portfolio of 80+ Genesys customers.

Requirements:

• 5+ years of experience working with CX/CCaaSS solutions.
• Proven experience in bid writing, tender responses, and technical written documentation.
• Strong technical skills are desirable.
• Strong presentation skills.
• Excellent communication skills, with the ability to engage with various customer personas (IT, Contact Centre Managers, Heads of Departments).
• Ability to work effectively in a fast-paced Pre-sales environment.
• Self-motivated, proactive, and comfortable working both independently and as part of a team.
• Strong solution design capability with a customer-first mindset.