Job Description

“The future workforce is an equal one – we are setting the goal to achieve a gender balanced workforce by 2025. Find out more here.”

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at

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 3,000 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.

Key Responsibilities:

  • To work with leading Utilities clients to develop and execute global strategies, manage complex CRM programs and integrate customer solutions to meet changing business challenges and regulations

  • Utilize Utilities retail and customer service process understanding and experience in customer solutions (CRM) to design, implement and deliver enhanced capabilities for Utilities Clients.

  • Lead and support large CRM implementation programs in functional capacity, leveraging Utilities domain knowledge and CRM product experience.

  • Work with Client SMEs to define business requirement, design future process & functional solution and drive client workshops

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Role Description:

  • Minimum 5-7 years of consulting experience for Utilities clients in any of the CRM platforms such as SAP C4C /Salesforce/Oracle CX.

  • Strong understanding of Utilities retail and customer services processes such as Move-In/out, Billing & Payments, Meter to Cash, Asset Management, Field Services, New Connections, De Regulated Market Industry Processes, Smart Metering, Billing / Invoicing and Tariff Changes etc.

  • Extensive functional experience in CRM platforms such as Salesforce/ Oracle CX / SAP C4C, including full implementation cycle for Utilities clients.

  • Experience in identifying & defining business requirements, functional & process design, leading testing, change management or training efforts.

  • Should have working knowledge of integrating CRM platforms with Utilities systems such as IVR/CTI, CIS, MDM, Outage Management etc.

  • Experience in evaluating and analysis of the effectiveness of client’s existing solutions, platforms, and tools against selected business and technology KPIs and strategic goals

  • Domain experience in either Electricity, Gas or Water utilities in regulated/ de-regulated markets globally.Ability to work independently with minimal supervision and lead global distributed teams

Qualifications and Education Requirements:

Bachelor’s degree (Tier-1 Institutes)

MBA (Preferred)

Additional Information (would be advantageous, not mandatory)

  • CRM certification (Salesforce/SAP CRM/Oracle CX)

  • Agile Delivery Experience and matrix reporting

  • Proficiency in Malay

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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