Job Description

Qualifications:

• Minimum 2 years of 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)

: Principal Roles and ResponsibilitiesYou 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

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.

Job Types: Full-time, Permanent