GN - SONG - Service -Salesforce Platform (Utilities) - Sr Manager

Job Title: Salesforce Platform Business Analyst/Functional Consultant – Senior Manager - S&C GN

Management Level: 06 – Senior Manager

Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills: Salesforce CRM platform

Good to have skills: SAP CRM, Microsoft Dynamics 365

Job Summary: As a Salesforce Business Analyst/Functional Consultant, you will be responsible for designing, building, and configuring Salesforce solutions to meet business process and application requirements. Your typical day will involve working with the development team, analyzing business requirements, and developing solutions to meet those requirements.

Roles & 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.

Professional & Technical Skills:

• 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.

Additional Information:

• 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 programs and MBA is preferred.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients.
• Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities.
• Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.

About Our Company | Accenture