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Capability Network Customer & Channels Manager - Sales Force (US flexible)

Job Location: MA - Boston

Regional Description: Northeast

Job Number: 00598470

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- Job description

About Accenture:

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 world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$31.0 billion for the fiscal year ended Aug. 31, 2015. You can visit us at http://www.accenture.com.
 
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.
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Practice Overview: The Customers & Channels Capability is aligned to the Capability Network division of Accenture and works with our client’s 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 individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s 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 RFI’s and RFP’s
  • 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

  • Bachelor's Degree
  • Certification - Marketing in Sales Force
  • Minimum 7 years of experience in digital CRM transformation  as a CRM Functional Consultant  with deep functional. industry and client facing experience

  • Minimum 5 years leading Sales, Customer Service or Marketing operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Cross-industry experience is preferred.

Preferred Qualifications

 

  • In-depth understanding of the capabilities and constraints of the SFDC CRM application is a MUST and need to be SFDC certified
  •  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 and habits, 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

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