Job Title - GN - SONG - C&S - Salesforce Pharma - 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 demos 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
