Business design - Salesforce functional consultant - Senior

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Job Description

• Overall Years of Experience  :  8+    
• Relevant Years of Experience  :  6+

Required Qualification    

• Graduation + MBA    
• Graduation    
  • Graduate – Bachelor’s Degree
• Certification    
  • Business Analyst certification

Position Summary    

• This is a role in Global Delivery Services (GDS) – Business Consulting – Customer
• The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service
• The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs.
• The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst.
• Strong analytical skills and attention to detail, while staying focused on the big picture
• Excellent verbal and written communication skills; strong presence in front of senior executives

Roles and Responsibilities
Essential Job Functions    

• Act as a trusted advisor in understanding and analysing client's business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc.
• Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints.
• Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
• RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation.
• Should have strong expertise in creating client presentations of top quality and should have strong command on story telling.
• Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations.
• Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
• Understand the customer business requirements and articulate them in the form of user stories, business requirement documents
• Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems
• Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals
• Analyze and provide input on the methodologies and frameworks to be used during the requirement and execution of projects
• Lead requirements elicitation sessions to understand business problems
• Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps
• Be part of a scrum team and help Product Owner in Sprint Prioritization
• Work directly with all levels through to senior management across the organization and be considered as a high-level expert
• Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated
• Experience leading a business requirement process with both technical and business partners
• Provide consulting relating to CRM and customer services domain
• Drive and help execute Strategy by understanding the best mix of technologies and platforms
• Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design
• Ensuring successful Solution platform adoption by working closely with the Enterprise customers

Technical Skills/Tools Requirement        

• Salesforce (SFDC / SFMC)
• Salesforce Business Analyst Certified is a must
• Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)

Other skills    

Essential    

• Clear understanding of CRM and customer service
• Passionate about data-driven transformation and using data to inform decisions
• Enthusiastic and self-motivated, with the ability to lead projects proactively
• Meticulous attention to detail, with an overall passion for continual improvement
• Credible and articulate, with excellent communication, presentation and interpersonal skills
• Ability to interact with stakeholders at all levels of seniority
• Experience in managing cross border stakeholders
• Highly enthusiastic in learning new technologies that support the fast changing digital marketing technologies

Desirable    

• Understanding sector challenges and trends
• Have experience in any one of the sectors like Consumer Products, Retail, Telecom, BFSI, Life Science or manufacturing

Supervision Responsibilities:

• Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced changing environment.
• Act as a resource for colleagues with less experience, including coaching and training
   

Other Requirements:

• Flexibility in working hours to accommodate multiple time zones as needed
• Overtime, as needed to meet deadlines.

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