Role Description :
- Act as a mentor or SME for CRM solution, design including detailed, requirements gathering, functional specifications and implementation. Help train other resources in the practice to grow skill base
- Conduct as-is study of existing CRM solutions and carry out to-be state analysis. Provide probable solution options 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.
- Develop business case, solution architecture and business models for implementation of CRM solutions. Strategize the change process and assist client in implementing an effective CRM solution
Basic Qualifications
- Bachelor's degree in related field or equivalent experience. MBA would be good to have.
- Solution Architect with dedicated 4-6 years of experience in CRM solution/design/implementation and experience in functional solution design lerveraging Siebel Service modules like (Contact Center, Self Service, Ebilling, Field Services, Service Analytics, warranty management and Partner Management)
- Onsite Client Experience driving key activities like Requirements Gathering and driving solution workshops.
- Worked on multple Siebel implementations as Functional consultant.
CRM functional certification in Oracle Siebel CRM like:
- Siebel 8 Consultant Certified Expert
- Oracle Certified Expert, Siebel Customer Relationship Management 8 Business Analyst
- Oracle CRM On Demand Certified Implementation Specialist
Responsibility
- Extensive experience of hands-on roles leading and implementing CRM, specifically in the areas of solution or functional architecture, prescriptive business requirements assessment and solutioning, leading and coordinating solution design, and deployment across multi-dimensional team
- In-depth understanding of the capabilities and constraints of the Siebel CRM application is a MUST
- Good to have understanding or working knowledge on other CRMs; SAP, 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
- Ability to quickly connect business requirements to the functional capabilities of an application and assess the applicability of different product technologies to business problems
- Desire to be hands-on and in the field, guiding implementations and teams in creating the best solution and ensuring the success of that solution
- 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
- Full lifecycle experience from: solution definition, solution architecture definition to design
Professional Skill Requirements
- Leadership quality.
- Excellent communications skills
- Effective presentation skills
- Ability to develop requirements based on leadership input
- Performance/Status reporting
- Problem Solving and Conflict Management
- Ability to work effectively in a remote, virtual, global environment
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