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.”   https://www.accenture.com/my-en/about/inclusion-diversity/gender-equality.

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 www.accenture.com.

About Capability Network: 

Part of Strategy & Consulting, the Capability Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,600 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit www.accenture.com/capabilitynetwork

Practice Overview: 

The Customer Sales & Service functional team is aligned to the Capability Network division of Accenture and works with clients across its marketing, sales, and services department. The team provides transformation services across three key offerings: Marketing Transformation,  Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve, thus improving revenue per customer. 

The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.  

Principal Roles and Responsibilities

You will work closely with our clients as Consulting Professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will drive the following

  • Primarily, be the CRM solution consultant and focus on business case, process design, future roadmap design, fit-gap analysis, and capability assessment. If required, perform hands-on delivery of customer interaction solution (Service, Sales, Marketing, Analytics, etc.)

  • Use prior experience with CRM configuration: Apply thorough knowledge & hands-on experience of CRM features like Sales process, Service, Marketing campaigns, Analytics, etc.

  • Work with the client and implementation team to conduct design sessions, requirement 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

  • Provide best practices direction and implement approach based on the respective CRM 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.

  • 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.

  • The candidate must have strong business & data analytics skills and possess excellent communication & client presentation skills



Qualifications

Skill Overview

Candidates need to have:

  • Minimum 2 years’ experience working on a CRM platform (Salesforce/ SAP CRM/ Microsoft Dynamics 365)

  • Certification preferred in any of the CRMs

  • Module specialization on any of the following – CPQ, Field Service, Analytics (Strong preference)

  • Experience working on CRM proposals, business case, value analysis and vendor / capability assessments

  • Experience on digital transformation, customer experience design on sales, service, or marketing functions (preferred, not mandatory)

  • Strong oral and written communication skills, including presentation skills

  • Experience delivering minimum 1-2 CRM transformation programs

  • MBA – from tier 1 institute (preferred, not mandatory)

Bring your best skills forward to excel at the role:

  • Leverage expertise in designing key tools: Apply expertise in Sales automation, Quote to Cash process, Order management, Lead management, Campaigns, Complain management, Field service, CRM Channel Sync, Analytics & AI.

  • Enable CRM solution: Apply this to facilitate solution build on CRM ecosystem including but not limited to Sales, Service, Field Service, CPQ, Marketing, etc.)

  • Define intuitive and compelling Analytics: Outline outcomes/dashboards to measure performance, success, and identify business opportunities

  • Apply key business Analysis skills: Focus on process analysis and designing/redesigning Sales, Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas

  • Hands-on with one or more CRM platforms (Salesforce, SAP CRM, Microsoft Dynamics 365) – Analytics & AI 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 CRM 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 Certification: Certification in one or more of these focused CRM areas Service, Sales, Marketing, Field Service, Analytics etc.

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.

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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