GN - SONG - C&S - Salesforce Auto - Senior Manager

Job Title - GN - SONG - C&S - Salesforce Auto - Senior Manager

Management Level: 06/Senior Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: Salesforce

Good to have skills: CRM Transformation

Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Areas of Work: Salesforce Business Analyst/Functional Consultant - SFDC

Roles & Responsibilities: As part of these, you will drive the following

• Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Service Cloud, Einstein Analytics, Sales Cloud etc)
• Deploy understanding of detailed SFDC configuration: Use customization and SFDC architecture & landscape
• Use prior experience with Salesforce lightning configuration: Apply thorough knowledge & hands-on experience of Salesforce Service cloud features i.e. Lightning Console, Live Agent, Mobile, Communities, Knowledge Management, Routing, CTI etc.
• Work with the client and implementation team: for conduct design sessions, require gathering and grooming, give regular working demo’s to all stakeholders, solution design and implementation activities
• Be a member and/or lead the project delivery workstream across phases
• Extensive Salesforce Implementation and Enhancements: Across life cycle with multiple geographies and work as a CRM solution consultant
• Provide best practices direction and implement approach based on Salesforce standards
• Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.
• Develop knowledge of prevailing trends, financials and operating drivers across multiple industry segments.
• Einstein knowledge good to have

• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

Professional & Technical Skills:

• Leverage expertise in designing key tools: Apply the 12+ years of expertise in Salesforce Lightning Service Console, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process and Automation
• Enable Salesforce solution: Apply this to facilitate solution build on SFDC ecosystem (Sales Cloud, Service Cloud, FSL, CPQ, etc.)
• Apply key business Analysis skills: Focus on process analysis and designing/redesigning Sales and Service processes with the purpose of resolving process bottlenecks and pain areas
• Hands-on with Salesforce Service Cloud/Sales Cloud, Salesforce CPQ, Salesforce Field Service lightning – Einstein knowledge Good to Have
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
• Thorough understanding of Salesforce Framework and integration with internal and external components. Technical implementation experience – not mandatory.
• Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and Salesforce Framework and integration
• Deep dive with Salesforce certification: Certification in one or more these focused solution areas- Service Cloud, Sales Cloud, Marketing cloud, Field Service lightning, Einstein Analytics etc.

Additional Information:

• Minimum 12 years’ experience working on a CRM platform (Preferably Salesforce/ Nice to have exposure to SAP CRM/ Microsoft Dynamics 365)
• Salesforce Certification is good to have
• Must have worked on Proposals and contributed to business development work
• Must have managed large teams and support the growth of new offering and capability
• Strong oral and written communication skills, including presentation skills
• Has an inquisitive nature with a strong desire to learn
• At least delivered 3-5 CRM transformation program and MBA is preferred

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
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About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

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