B2B Customer Service Practitioner

B2B Customer Service Practitioner, Song Service

L7

London. Manchester, Edinburgh
 

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

As a team:

Song Service:

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – across the B2B landscape

The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front-office.

As part of the Song Service team, you will:

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises
• Work with famous brands and household names – no worrying about how to explain what you do to your family again!
• Support clients to define a customer-first mindset, helping them shape their business and operating models
• Redefine customer journeys and personalise interactions to create significant and consistent experiences
• Be at the forefront of physical and digital engagement models to give their customers a seamless service model
• Re-invent the customer ‘ecosystem’ as products / services spread across organisations
• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions
• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services
• Deepen your practitioner knowledge in areas such as Agentic AI and human-centred design
• Shape and help deliver integrations of cloud-based AI-powered customer platforms (e.g. Salesforce, Microsoft Dynamics, ServiceNow, AWS)
• Work with and learn from high-performing individuals across Accenture’s Global Network with varied specialisations who are passionate about helping organisations champion the customer

You'll learn, grow and advance in an innovative culture that thrives with shared success and enables boundaryless opportunities that can drive your career in new and exciting ways. If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

In this role your responsibilities will be to:

• Lead high-performing teams and hold critical roles in large-scale transformational programmes for clients
• Spend most of your time working on client projects and/or sites, delivering a project, and working alongside Song Service Leadership to broaden our client base and delivery scope
• Become a trusted advisor and build meaningful relationships with senior client leadership
• Design and deliver compelling customer propositions
• Provide line management to more junior team members
• Lead clients through the design and adoption of AI‑powered experiences, connecting strategy, data, technology, and creative execution.
• Work with Accenture teams to bring innovative solutions and new ideas to our clients to challenge their existing ways of working and strengthen Accenture’s brand and position
• Collaborate globally with Accenture’s Global Network to add further value and enhance delivery
• Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership
• Undergo regular training to remain at the forefront of emerging trends and technologies

Experience Required

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, think logically and analytically to solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of customer service trends.

As well as the above, you should have strong experience/expertise in one or more of the following areas:

• Content
  • ‘Multi-channel’ experience of future-state B2B customer propositions, covering service across various channels (e.g. online, telephony, app, portal etc.)
  • Working understanding of how CX can drive business value and ability to build and deliver a C-Suite value narrative
  • Advanced B2B CX Measurement including Customer Lifetime Value (CLV), value-based segmentation, and Customer Success models
  • B2B Service Operations capabilities, spanning people, process, and systems
  • Defining B2B customer service strategies, leveraging cloud platforms
  • Defining new propositions / business models for B2B engagements

• Delivery
  • Ability to operate at all stages of a project/programme lifecycle, from proposal through to full programme delivery and experience managing risks and working with senior stakeholders
  • Experience owning end-to-end workstreams, managing project timelines and resource, ensuring project milestones are met. Ensures all appropriate reporting is in place.
  • Understanding of Agile techniques and frameworks and experience in leading Agile teams to drive value for customers and improve business performance
  • Ability to translate business challenges into AI‑enabled solutions that improve service performance, automate key workflows, and enhance both agent and customer experience.

• Skills & Industry Experience
  • Possess strong analytical, problem-solving skills and be able to utilise continuous improvement techniques
  • Strong interpersonal skills, with the ability to influence senior stakeholders
  • Strong leadership skills, with proven experience in providing line management and performance management for more junior team members
  • Experience with the delivery of B2B Customer Service across segments (SOHO, SMB, Mid-Market, Enterprise)
  • Experience with the deal economics of selling/delivering professional services work
  • Experience in one or more of the following industries: Financial Services, Health and Public Sector and Communications Media & Tech

Set yourself apart:

• Experience working on B2B customer strategy or in B2B clients / programmes
• Experience in owning and managing business outcomes
• Be certified in a major B2B customer platform (e.g. Salesforce, ServiceNow, AWS, etc

What’s in it for you:

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.

• Family-friendly and flexible work policies.

• Attractive pension plan with financial wellbeing support and resources.

• Private healthcare insurance plan and Mental Wellbeing support.

• Employee Assistance Programme, Career Development and Counselling.

• A range of generous Parental Leave offerings.
   

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement     

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.