Manager - BCG Vantage - Customer Service

Locations: Boston | ChicagoWho We AreBoston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.What You'll DoAs a Manager, BCG Vantage, Sales & Service you'll bring expertise in Sales and Customer Service to a growing global team. A core part of this role is helping colleagues who are putting together a client pitch for Customer Service-related projects; understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is), surfacing client pain points and pulling together relevant client examples, sharing POV and thought leadership materials, including building Sales, AI-powered product demos, identifying topic experts to support the pitch and bringing in senior BCG support when it's truly needed to close the deal. You'll also serve as a thought partner and Sales & Service content expert to case teams and topic/sector leaders, helping structure and solve complex client issues, bringing the best of BCG's Sales & Service expertise to every deal. Additionally, as a Manager in BCG Vantage you will drive development of intellectual property and knowledge assets to support the Customer Service topic business, serving as an active contributor to commercialization efforts for the Customer Service topic, whilst working with business leaders to drive proposals & go-to-market efforts. As a Manager, you may line manage a team of junior colleagues, taking responsibility for their goal setting, ongoing feedback and career development support. Our Customer Service team helps clients build customer-centric service strategies and operating models across four core areas: Service Strategy & Channel Design (defining the target service strategy and channel mix across contact center, digital, and other channels); Contact Center & Operations Excellence (diagnosing performance and improving efficiency, quality, and cost-to-serve); Digital & AI-Enabled Service Transformation (redesigning how customers are served through self-service, automation, and AI-powered tools); and Customer Success & Retention (designing proactive, relationship-driven models, including the org, governance, and KPIs needed to retain and grow customer value over time). YOU'RE GOOD AT Understanding customer needs through qualitative and quantitative research, and translating that into a customer-centric service strategy and channel design Diagnosing contact center and service operations performance, and identifying opportunities to improve efficiency, quality, and cost-to-serve Redesigning how customers are served through digital self-service, automation, and AI-enabled tools Designing proactive, relationship-driven approaches to customer success, retention, and account growth, including the org, governance, and KPIs needed to sustain them over time Bringing curiosity and rigor to orchestrating complex sales cycles and deals, from qualification through close; key account management experience is a plus Helping colleagues shape and put together a strong customer service pitch for a client, quickly understanding what’s needed, confirming you’re the right person to help (or pointing elsewhere), and pulling together the right examples, experts, or materials to support Communicating with senior stakeholders, demonstrating the ability to engage your audience effectively Managing a portfolio of projects, with strong awareness of business priorities and commercial impact Training, coaching, and mentoring junior team members Working in an ever changing and complex environment, and comfortable with ambiguity and navigating a fast-paced environment What You'll Bring3+ years consulting experience in relevant customer service topicrequired In lieu of consulting experience, 4+ years minimum industry experience required; 6-10+ years of industry experience strongly preferred Bachelor's Degree in relevant field Hands-on experience in a customer service or customer success context in one or more of the following: contact center or service operations improvement (efficiency, quality, cost-to-serve), digital or AI-enabled service transformation (self-service, automation, channel migration), customer success, retention, or account management (renewals, expansion, proactive relationship management), or service operating model design (org, governance, KPIs) Demonstrated curiosity and skill in orchestrating complex sales cycles and deals, including presales, demo creation, and deal conversion; key account management experience is a plus Experience helping teams put together a strong client pitch, from understanding what’s being asked, to making sure the right individuals are involved, to working cross-functionally to pull in the proper materials and experts AI tool fluency: comfort learning, supporting, and helping maintain the team's proprietary AI-powered Customer Service tools and data assets Some experience mentoring or coaching colleagues is a plus Nice to have (not required): some experience or interest bridging Marketing and Sales & Service topics Outstanding interpersonal and communication skills to interact with internal and external stakeholder while working in a global collaborative team environment Who You'll Work WithAs a Manager – BCG Vantage on our Client Focus path, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.Additional infoBCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise. BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.Client Focus (Embedded Expertise)Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assetsTopic Activation (Domain Expertise with Proprietary Tool & Data Solutions) Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients Research (Practice Topic and Domain-Aligned Research and Insights) Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data. *** For US locations only ***In the US, we have a compensation transparency approach.Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below.The base salary range for this role in Boston & Chicago is $126,400 - $132,000.This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness.In addition to your base salary, your total compensation will include a bonus of up to 20% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.All of our plans provide best in class coverage:Zero dollar ($0) health insurance premiums for BCG employees, spouses, and childrenLow $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugsDental coverage, including up to $5,000 in orthodontia benefitsVision insurance with coverage for both glasses and contact lenses annuallyReimbursement for gym memberships and other fitness activitiesFully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) planPaid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursementGenerous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)Paid sick time on an as needed basisBoston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.Job SummaryJob number: 59150Profession: Expertise and Insights