Functional Consultant

Job Summary:

Sales and Service functions

Key Responsibilities:

• Collaborate with business stakeholders to gather, analyse, and document CRM requirements (Sales/Service processes, customer engagement, case management, etc.).
• Translate business needs into functional specifications and user stories.
• Configure Salesforce Sales Cloud and Service Cloud features (accounts, contacts, leads, opportunities, cases, knowledge base, service console, omni-channel, etc.).
• Support solution design, including process flows, data models, and system integration needs.
• Work closely with technical teams (developers, architects, QA) to validate solutions.
• Conduct system testing, UAT support, and end-user training.
• Create functional documentation, training guides, and standard operating procedures.
• Advise business teams on Salesforce best practices and industry standards.
• Provide ongoing functional support and enhancements post-implementation.
• Partner with sales and service leadership to identify business opportunities and process improvements.
• Collect, clean, and analyse data from CRM (Salesforce/other systems), service operations, and sales pipelines
• Partner with sales and service leadership to identify business opportunities and process improvements.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Information Systems, or related field.
• 4–8 years of experience as a Functional Consultant/Business Analyst in CRM (preferably Salesforce).
• Strong knowledge of Salesforce Sales Cloud and Service Cloud functionality.
• Experience in requirement gathering, functional design, and solution validation.
• Ability to create process flows, use cases, and documentation.
• Familiarity with Salesforce integrations, data migration, and reporting.
• Excellent communication and stakeholder management skills.
• Salesforce Administrator / Service Cloud / Sales Cloud Consultant certification (preferred).