Job Title:  Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

Job Title: Smart Expert Recommendation (SER) Specialist

Location: Bangalore / Mumbai (Onsite)

Shift: US Shift

Role Overview: The Smart Expert Recommendation (SER) Specialist plays a pivotal role in driving revenue enablement within customer support interactions by converting customer needs into relevant product recommendations, upgrades, and service adoption. Operating at the intersection of customer support, product expertise, and sales, the SER Specialist ensures that every customer’s engagement, whether simple or complex, contributes to meaningful business outcomes. The role involves guiding frontline agents, influencing customer decisions, managing select customer interactions, and continuously optimizing sales approaches through insights and performance tracking. While ensuring compliance with quality and documentation standards, the SER Specialist balances exceptional customer experience with revenue goals, acting as a critical bridge between support and sales functions.

Key Responsibilities

In this role, the SER Specialist supports both customers and frontline teams by identifying opportunities, improving sales effectiveness, and driving product adoption. They actively participate in enhancing revenue outcomes and strengthening sales capability across the support organization.

Revenue Enablement & Serve‑to‑Sell.

• Identify upselling and cross-sell opportunities during customer interactions.
• Support frontline experts in recognizing customer intent and effectively positioning product features or upgrades.
• Drive serve-to-sell conversations aligned with customer needs.
• Assist in closing opportunities or ensuring seamless lead pass to sales teams.

Frontline Enablement

• Coach agents on spotting revenue opportunities and improving sales conversations.
• Provide real-time and offline guidance to enhance conversion outcomes.
• Collaborate with Team Leaders to improve sales capability across the organization.

Customer Interaction Support

• Manage targeted customer interactions (voice/chat/email) when required.
• Engage in complex or high-value customer conversations.
• Ensure that recommendations align with customer business needs.

Performance Monitoring & Insights

• Track key performance metrics including conversion rates, lead pass effectiveness, and feature adoption.
• Identify gaps and recommend improvements in sales behaviors.
• Work with QA and CI teams to refine sales approaches.

Process & Compliance

• Ensure compliance with sales guidelines and documentation standards.
• Maintain accurate records of interactions and outcomes.
• Uphold quality and customer experience expectations.

Skills Requirements

Skill Category

Skills Included

Functional Skills

·        Strong understanding of SaaS products and customer workflows

·        Ability to identify revenue opportunities within support interactions.

·        Knowledge of serve-to-sell and consultative selling techniques

Sales Skills

·        Opportunity identification and qualification

·        Consultative selling and objection handling

·        Conversion optimization

Communication Skills

·        Strong verbal and written communication

·        Versant C1 preferred

·        Ability to influence customer decisions confidently

Analytical Skills

·        Ability to interpret performance metrics.

·        Identify trends and improvement areas.

·        Data-driven decision making

Behavioral & Cultural Fit

·        Strong influencing and persuasion skills

·        Customer-first but revenue-aware mindset

·        High ownership and accountability

·        Ability to work in a high-performance, target-driven environment.

·        Collaborative approach across teams