Your Mission: The Marketing Product Expert will own and manage a stream of incoming requests from customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. The Product Expert will create, update and help develop a workflow for a specific process. The Product Expert will work closely with all key stake holders, especially the client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast moving environment.

What You Can Expect:

• End to end process management creating, updating, maintaining.
• Managing communication and project management when required.
• Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support.
• Be an expert in escalation triage, validation and Agent support.
• Maintain contact with and manage communications appropriately with all stakeholders in the agreed process.
• Use data to analyze trends and develop insights which will improve the process and provide a better agent and user experience.
• Act as a subject matter expert for a specific process, CIR and suggest and implement process improvements.
• Provide targeted training to agents on process, products or services Recommended requirements.
• Drive escalations through defined process to resolution.
• Drive change in an unstructured environment.

What We’re Looking For:

• 1 year required experience in B2B sales and marketing.
• 1 years experience in an online sales, digital sales operations, project management or online escalations environment.
• Process driven thinking and designing.
• Strong product tools process knowledge.
• Strong communicator and presentation skills.
• Comfortable in managing escalations stakeholder.
• Awareness of the importance of data and key performance metrics.
• Ability to perform in a complex, high stakes, fast paced environment.

Benefits:

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling
• Additional paid time off
• Flexible benefits
• Luxury health & dental insurance
• Life insurance
• Food vouchers
• Fuel card/Public transport card
• Multisport cards
• Employee Assistance Program
• Bonuses for special occasions
• Options to buy shares

Location: Sofia, Bulgaria

Work Model: Full time work from office

About Accenture:

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.