I&P-GN - SONG - Service - Salesforce Platforms- Senior Manager

Accenture PLC; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Accenture Bengaluru invites an experienced Salesforce consultant to design, build and implement transformative customer service solutions at scale for global clients. You will work across Marketing, Sales and Services to drive ROI, enhance customer experiences and align Salesforce strategy with client objectives.

In this role you will lead pre-sales, craft compelling business cases, govern projects, mentor teams and deliver CRM transformation programs, leveraging deep industry knowledge to

Qualifications

• Minimum 5 years of experience working on Salesforce CRM platform (exposure to SAP CRM / Microsoft Dynamics 365 is a plus).
• Exceptional communication, problem-solving, and leadership abilities.
• Must have worked on proposals and contributed to business development work.
• Certification in one or more Salesforce solution areas: Service Cloud, Sales Cloud, Marketing Cloud, Field Service Lightning, CRM Analytics, etc.
• At least delivered 1-2 CRM transformation programs; MBA is preferred.

Responsibilities

• Spearhead the design and enhancement of customer service experiences on Salesforce, ensuring they align with client objectives.
• Serve as a trusted advisor to clients, providing expert guidance on Salesforce strategy, architecture, and implementation.
• Lead the creation of compelling business cases and value propositions for Salesforce solutions, aligning with client goals and driving ROI.
• Lead pre-sales activities including client presentations, solution demonstrations, and responding to RFPs, to secure new business opportunities.
• Leverage deep industry knowledge to provide tailored Salesforce solutions that address specific challenges and opportunities within the client's sector.
• Lead the analysis and design/redesign of Customer Service processes to address bottlenecks and pain points effectively.
• Serve as the governance point of contact in the project, overseeing and managing stakeholder expectations, addressing and resolving issues and risks, and ensuring project success through effective governance and oversight.
• Lead initiatives by developing points of view, creating reusable assets in the customer service space, analyzing industry research and market trends, and introducing innovative solutions.
• Mentor and guide the team, ensuring high-quality deliverables and successful project outcomes.

Skills

Salesforce CRM

Pre-sales

Business cases

Stakeholder management

Governance

Education

MBA or equivalent

Tools

Salesforce CRM

Job description

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Industries and Process Global Network SONG practice.

The SONG practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing, Sales, and Services These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following

• Spearhead the design and enhancement of customer service experiences on Salesforce, ensuring they align with client objectives.
• Serve as a trusted advisor to clients, providing expert guidance on Salesforce strategy, architecture, and implementation.
• Lead the creation of compelling business cases and value propositions for Salesforce solutions, aligning with client goals and driving ROI.
• Lead pre-sales activities including client presentations, solution demonstrations, and responding to RFPs, to secure new business opportunities.
• Leverage deep industry knowledge to provide tailored Salesforce solutions that address specific challenges and opportunities within the client's sector.
• Lead the analysis and design/redesign of Customer Service processes to address bottlenecks and pain points effectively.
• Serve as the governance point of contact in the project, overseeing and managing stakeholder expectations, addressing and resolving issues and risks, and ensuring project success through effective governance and oversight
• Lead initiatives by developing points of view, creating reusable assets in the customer service space, analyzing industry research and market trends, and introducing innovative solutions.
• Mentor and guide the team, ensuring high-quality deliverables and successful project outcomes.

Bring your best skills forward to excel at the role:

• Proven track record in consulting roles, with strong skills in client management, strategic planning and solution delivery.
• Extensive experience in one or more industries, with the ability to translate industry needs into Salesforce solutions.
• Proven ability to develop strong business cases and value propositions for Salesforce solutions
• Strong background in pre-sales, including the ability to craft and present compelling value propositions.
• Demonstrate expertise in managing stakeholder expectations and actively resolving issues and risks, serving as the governance point of contact to ensure project success.
  • Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
• Read about us Blogs Your experience counts!
  • Minimum 5 years of experience working on Salesforce CRM platform (Nice to have exposure to SAP CRM/ Microsoft Dynamics 365)
  • Exceptional communication, problem-solving, and leadership abilities required
    • Must have worked on Proposals and contributed to business development work
  • Certification in one or more of the Salesforce solution areas: Service Cloud, Sales Cloud, Marketing Cloud, Field Service Lightning, CRM Analytics, etc.
    • At least delivered 1-2 CRM transformation program and MBA is preferred

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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