Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights.  

This individual will need a comprehensive understanding of operational requirements, performance drivers, and key challenges, along with a strong grasp of the client’s program goals, strategic priorities, and areas of concern.

As a key client-facing role, the Delivery Lead will serve as a critical liaison between our business support teams and the client, ensuring alignment across initiatives. The Delivery Manager will oversee the operational backbone of the program, ensuring the team has the tools, processes, reporting, and governance needed to perform at a high level. This role will partner closely with the Inside Sales Managers, Training, and Client stakeholders to ensure smooth delivery of the program, adherence to SLAs, and continuous improvement of workflows.
 

Role & Responsibilities

• Managing a large sales delivery program, including customer success reps, sales managers, training, QA, Data & Reporting teams.
• Collaborate with Accenture Global Client Leads and Account leadership to execute projects and drive global priorities.
• Provide direction to Reporting team to identify Data Driven insights and help define initiatives that will drive program impact.
• Drive Business Transformation & Continuous Improvement. Work closely with Business Transformation partners to prioritize initiatives, ensure accountability for execution and timelines, measure impact, and actively engage the client by communicating initiative/project focus& goals, help needed, timelines, and results.
• Own weekly and monthly governance cadence: scorecards, dashboard reviews, KPI reporting, and executive readouts.
• Maintain and continuously improve trackers (for SLA & KPIs).
• Ensure data quality and alignment between client systems and Accenture reporting.
• Help to maintain end-to-end process maps (account assignment, case handling, escalations, order flow).
• Partner with IT/enablement teams to ensure seller access to CRM, telephony, and analytics tools is seamless.
• Identify and implement process improvements to reduce friction for sellers and improve customer experience.
• Support ramp-up activities: onboarding logistics, shadowing schedules, and training integration.

This role requires you to work in the office 5 days a week in our Heredia office.

#LI-LATAM

Basic Qualifications

• Minimum of 5 years of experience in service delivery, sales operations, or program management.
• Minimum of 2 years of client management or client engagement experience.
• Minimum required English level: C1+
• High school diploma

Preferred Qualifications

• Excellent communication skills and comfort in presenting key findings to leadership level stakeholders. You should be able to clearly and concisely articulate performance of the Client team.
• Strong analytic skills and Strategic problem-solving skills as you will be tasked to drive business impact for the Team.
• Excellent project management skills with the ability to prioritize competing priorities and find synergies where they exist
• Excellent stakeholder management with the confidence to push back when an ask is not aligned with the defined strategic priorities or out of scope for our teams
• Agility and ability to quickly adapt to business needs
• Proficient in Microsoft Office and Google Suite
• Bachelor's Degree

About Accenture

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