11 days old

Capability Network Customer Insights & Growth Salesforce Consulting Manager

Houston, TX 77007

Title: Capability Network Customer Insights and Growth-Salesforce Consulting Manager
Location: Negotiable/Flexible
Travel: 80%

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations with more than 373,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the worlds most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments.

About Capability Network:
If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network. Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture. Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.

Join the Capability Network and always have the backing of the established brand of Accenture to deliver large scale transformational change. Grow your career and experience a stimulating, fast-paced environment working with prestigious clients on diverse projects to solve significant business challenges. You will deliver lasting impact as you work as part of a highly specialized team, combining overseas client-site work with opportunities based locally, and contribute to high performance through continuous collaboration and knowledge sharing. For more information visit www.accenture.com/capabilitynetwork.
Capability Network Videos:
Video title
External link
Accenture Capability Network
Accenture Capability Network Sales and Customer Service
Accenture in One Word
MBA Careers: What makes Accenture different

Customer Insight & Growth is aligned to the Capability Network division of Accenture and works with our clients services organization. The team provides transformation services across five key offering namely Digital Sales, Service & Marketing; Retention and growth; Field Services; Contact channels and CRM Operations. These services help our clients optimize their cost to serve and improve revenue per customer.

The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages this diversified skill to deliver projects that helps drive quantifiable value to our clients.

We are looking for passionate and driven Functional Salesforce.com Consulting Manager who will help define service strategies, design and implement contact center or CRM solutions and help optimize our clients service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.

Lead customer experience assessment, channel analysis, KPI definition, solution and vendor evaluation in the CRM space

Conduct CRM capability assessment, prepare target CRM operating model, functional blueprint, use cases, create and articulate business case for CRM solutions and explain the value proposition to the client

Responsible for analyzing customer requests related to CRMS, provide solutions and recommendation to solve business / operational problems using CRM, specifically Sales Force

Manage Sales Force CRM Engagements across project delivery phases
Lead Business Proposals to work closely with Accenture teams and Vendors (if any) to respond to RFIs and RFPs
Manage Customer & Channels capability with other Managers and help grow practice in terms of headcount, creating Point of Views, develop assets to improve operational efficiency and/or Customer experience for our clients
Provide solution options for customer engagement, sales & customer service processes and functional architecture and act as an SME for full scale CRM implementation
Collect, formulate and disseminate best practices on solution positioning and delivery for customers and formulate into intellectual property to grow our practice and library of tools, pro-actively identify existing or pending knowledge gaps and act to address them

Basic Qualifications

Minimum 4 years of experience with Sales Force Platform
Minimum 4 years of experience leading Sales, Customer Service or Marketing operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements and coordinating solution design and deployment.
Preferred Qualifications

Sales Force Certification - Marketing Cloud (or desire to attain certification)
In-depth understanding of the capabilities and constraints of the SFDC CRM
In-depth understanding of Omni channel CRM: functional capabilities including customer engagement, sales, service, community, CPQ, Field Service, Analytics and integration with digital channels
Possess futuristic view on future CRM trends including IoT, AI and analytics
Good to have understanding or working knowledge on other CRMs; SAP, Oracle, Microsoft Dynamics, Pega
Very strong communication skills; demonstrating skills in sharing and explaining complex concepts, creative and pro-active thinking, and situational adaptation of these skills
Extensive Project management, client facing and negotiation skills
Must be creative, innovative and be able to work in a fast-paced environment with the ability to abstract detail into larger patterns, familiarity with user-centered analysis and evaluation techniques
Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.
Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility
Knowledge of cloud economics which includes pricing strategy of different cloud CRM solutions and providing detailed TCO
Professional services or engineering background with CRM and/or Contact Center solutions
Experience on auxiliary systems such as Contact Center, WFM, Recording, Virtual Hold will be a plus
Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
Experience working with large team in different geographies on agile projects

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Posted: 2019-11-29 Expires: 2019-12-29

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Capability Network Customer Insights & Growth Salesforce Consulting Manager

Houston, TX 77007

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