Senior Consultant In Customer Experience

Concentrix - CA; Paris; Sur place; EUR 45 000 - 80 000; Plein temps

Résumé du poste

Join a dynamic consulting agency as a Salesforce/CRM Senior Consultant, where you'll play a key role in shaping customer strategies and optimizing Salesforce solutions. This position involves conducting needs assessments, customizing Service Cloud, and enhancing omnichannel customer journeys. With a focus on innovation and growth, you'll collaborate with a talented team to deliver impactful solutions across EMEA. If you're passionate about customer experience and eager to drive change, this is your chance to make a difference in a vibrant environment that values creativity and strategic thinking.

Prestations

Access to a gym

Restaurant ticket card

Telework agreement 2 days a week

Qualifications

• 3+ years in management/strategy consulting or IT consulting.
• Salesforce Administrator and Service Cloud Consultant certifications.

Responsabilités

• Develop Salesforce offer and support client transformation.
• Conduct needs assessments and process mapping for clients.

Connaissances

Salesforce Service Cloud

Apex programming

Visualforce

Lightning components

Data analysis

Customer experience

Bilingual (French and English)

Formation

Bachelor's degree in Computer Science

Outils

Salesforce

Description du poste

Job Title:

SENIOR CONSULTANT

Job Description:

As a consulting agency with a creative positioning and growth, Catalyst is looking for its future Salesforce/CRM Senior Consultant to support it in its development in France and in EMEA. As part of our team, you will report to one of our Senior Managers.

Missions:

Our Salesforce/CRM consultant could contribute to develop our Salesforce offer and participate in the following missions:

• Discovery and Needs Assessment: Identify our needs and main goals.
• Partner Understanding: Gather input and establish agreement on goals.
• Process Mapping: Understand current customer service workflows.
• Data Migration Planning: Identify and prepare data sources for migration.
• System Audit: Assess existing CRM or service platforms.
• Customization Requirements: Define required Service Cloud customizations.
• User Story Development: Create scenarios for Service Cloud usage.
• Integration Strategy: Develop a roadmap for system integrations.
• Change Management Planning: Prepare employees for the transition.
• Technical Architecture Design: Design the underlying infrastructure.

Our Salesforce/CRM consultant could also be part of more general client's assignments:

• Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
• Definition and optimization of omnichannel customer journeys
• Selfcarization of their relational devices
• Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
• Define outsourcing strategy
• Optimize operational models (operational excellence, optimization of productivity, optimization of commercial performance,…)
• Redesign / optimization of commercial acquisition systems
• Implement Voice of the Customer program
• Support our clients in the transformation of their Client Operations

Your profile:

• Bachelor's degree in computer science, Information Technology, or related field with at least 3 years of experience in a management/strategy consulting firm or in IT consulting firm or IT integrator/SI.
• Salesforce Administrator and Service Cloud Consultant certifications.
• Experience implementing and customizing Salesforce Service Cloud solutions.
• In-depth knowledge of Service Cloud features such as Case Management, Knowledge Management, and Omni-Channel Routing.
• Experience with Salesforce integration capabilities with other systems.
• Experience with Apex programming, Visualforce, and Lightning components.
• Experience in designing and implementing scalable, Salesforce solutions.
• Ability to analyze requirements and translate them into technical solutions within the Salesforce platform.
• A passion for staying updated on Salesforce platform updates and new features to drive continuous improvement in customer service operations.
• Appetite for customer experience issues.
• Work thoughtfulness.
• Curiosity encouraging to understand beyond the obvious or assertions.
• Business sense assuming the ability to develop storytelling.
• French and English required, another language really appreciated.

More to know:

• The head office is in the 17th arrondissement of Paris; most of our missions are carried out from our premises.
• Access to a gym, restaurant ticket card.
• Telework agreement 2 days a week.

Location:

FRA Paris - 3 rue d'Heliopolis

Language Requirements:

Time Type:

Full time

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