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Job Description

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

The Salesforce admin should enjoy all aspects of user management, including support tickets, training, and solution design, with user satisfaction as the top priority.

The mid-level Salesforce administrator has a strong understanding of the Salesforce platform and can understand both our current setup and our business goals, in order to quickly identify areas for improvement. It should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. In addition, it can communicate with stakeholders at all levels, with the ability to translate technical information in simple terms, clearly explaining design options and their potential impact.

Key Responsibilities

  • Develop and maintain 360-degree views of customer interactions and transactions within Salesforce Sales Cloud.

  • Implement strategies to enhance lead generation, opportunity management, and sales forecasting using Sales Cloud functionalities.

  • Customize Salesforce Sales Cloud to meet the specific needs and workflows of the sales team.

  • Provide training and support to sales representatives on utilizing Sales Cloud effectively to maximize productivity and achieve sales targets.

  • Integrate Genesys Telephony system with Salesforce Service Cloud to enable seamless communication channels for customer support.

  • Oversee case management processes within Service Cloud, ensuring timely resolution of customer inquiries and issues.

  • Utilize Flow Builder to design and automate workflows for service request handling, escalation procedures, and case routing.

  • Implement Omni Channel functionality to enable efficient multi-channel support, including email, phone, chat, and social media.

  • Set up and manage queues within Salesforce CRM to facilitate the distribution of tasks and cases among team members.

  • Optimize queue configurations to ensure equitable workload distribution and timely resolution of customer requests.

  • Create customized reports and dashboards within Salesforce CRM to provide insights into sales performance, customer service metrics, and operational efficiency.

  • Analyze data trends and metrics to identify opportunities for process improvement, revenue growth, and customer satisfaction enhancement.

  • Collaborate with stakeholders to develop actionable strategies based on CRM analytics and insights

Qualifications

Experience Required

  • Bachelor's degree in Computer Science, Information Technology, Business Administration or related field.

  • Advanced English skills: writing, reading and speaking

  • Ability to work on multiple projects at the same time.

  • Ability to communicate findings to technical and non-technical colleagues.

  • 2+ years of experience as a Salesforce Administrator

  • Experience required in Sales Cloud, Service Cloud, Case Management within Service Cloud, Lightning Flow, and Reports & Dashboards.

  • Strong understanding of Salesforce Sales and Service cloud administration best practices, including user management, security settings, and data management.

  • Experience with Salesforce configuration and customization, including workflow rules, validation rules, process builder, and security controls.

  • Proficiency in creating and customizing Salesforce Reports & Dashboards to visualize data and support decision-making processes.

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

  • Proven ability to prioritize tasks, manage multiple projects simultaneously, and deliver high-quality results in a fast-paced environment.

The following experience is important, but not mandatory:

  • Financial Services Cloud (FSC).

  • Omni Channel (Queues, Skills)

  • Salesforce Apex and integration

  • Salesforce LWC and Aura Components

  • Salesforce CRMA (Analytics)

  • Copado DevOps

The following experience is desirable, but not necessary:

  • Working with Genesys Telephony Integration, Flex Cards and Omni Studio, Mulesoft, Copado Robotic Testing.

  • Having Salesforce Certified Administrator (ADM 201)

What we offer

  • Health and Life Insurance

  • Accenture days, 3 additional vacation days

  • On site doctor

  • Birthday leave

  • Internet reimbursement

Life at Accenture

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Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

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