SAP CRM/SAP CX Lead - Sales & Service Cloud - Energy Distribution

SAP CRM (CX) Lead (Sales & Service Cloud)

Location: Kolkata

Experience: 7-12 years

Industry: Energy Distribution

Overview:

We are seeking an experienced SAP CX Lead with strong expertise in SAP Sales Cloud and Service Cloud (SAP CX), including hands-on configuration experience in C4C, Customer Management (CM), CRM, and deep integration exposure with SAP IS-U and SAP ERP systems. This role will lead the design, configuration, and rollout of customer engagement solutions for energy distribution businesses, enabling seamless customer service, sales, and complaint management processes. Candidates with prior experience in energy distribution utilities will be highly preferred.

Key Responsibilities:

CX Solution Leadership:

- Lead the design and rollout of SAP CX Sales & Service Cloud solutions aligned to customer lifecycle, service excellence, and revenue growth objectives.

Hands-on CX Configuration:

- Perform and lead hands-on configuration of SAP Sales Cloud and Service Cloud, including C4C setup, workflows, business rules, UI adaptations, and extensions.

Utilities & IS-U Integration:

- Design and oversee integrations between SAP CX solutions and SAP IS-U / SAP ERP, ensuring seamless customer, contract, billing, and service request flows.

Customer Management & CRM:

- Drive implementation of Customer Management (CM), CRM capabilities, complaint handling, service orders, field service enablement, and SLA-based service processes.

Sales & Service Processes:

- Configure and optimize sales pipelines, opportunity management, service ticketing, SLA management, omnichannel interactions, and customer communication.

Integration & Architecture:

- Collaborate with integration teams to define CX integration patterns using SAP CPI and standard APIs.

End-to-End Implementations:

- Lead or contribute to end-to-end SAP CX implementations, covering blueprinting, configuration, testing, deployment, and post-go-live support.

Stakeholder & Vendor Management:

- Work closely with business users, IT teams, system integrators, and vendors to ensure solution adoption and value realization.

Governance & Best Practices:

- Define CX standards, data governance, security roles, and compliance processes across sales and service domains.

Required Qualifications:

Experience: 7-12 years of overall experience in SAP CX / CRM solutions.

SAP CX Expertise:

- Minimum 4+ years of hands-on experience in SAP Sales Cloud and Service Cloud, with strong focus on configuration.

SAP Solution Experience:

Proven experience across:

1. SAP Sales Cloud & Service Cloud (C4C)

2. Customer Management (CM) and CRM

3. SAP IS-U and SAP ERP integration with CX solutions

Industry Experience (Preferred):

- Prior experience in Energy Distribution / Utilities environments will be a strong advantage.

Integration Knowledge:

- Experience working with SAP CPI and standard SAP APIs for CXIS-U / ERP integrations.

SAP Certifications (Added Advantage):

- SAP certifications in SAP CX, Sales Cloud, Service Cloud, or CRM will be an added advantage.

Soft Skills:

- Strong communication, stakeholder management, and leadership skills, with the ability to lead CX workstreams.

Education: Bachelors degree in engineering / technology (B.E. / B.Tech) or MBA or equivalent