Senior Manager/Associate Director - CRM Business Consultant

Opening for CRM Business Consultant with Leading MNC

Job Description - CRM Business Consultant

CRM Consultant with expertise in the areas of Marketing, Sales, and Service Automation with experience in consulting across domains like Banking and Insurance. Experience in implementing CRM solutions like Salesforce.com, MS CRM, Oracle CX Cloud, SAP Hybris based solutions is mandatory.

Experience & skill expectations:

Total exp - SM(Sr Manager: 13 - 18 yrs); AD(Associate Director: 13 - 18 yrs)

- Experience in consulting with fortune 500 companies / industry leaders across verticals

- MBA from Tier 1/2 B Schools is preferable

- 4-8 years of experience of implementation and management of business automation solutions within the space of CRM - SFA / Marketing / Service, PRM etc.

- 5+ years in executing projects in any one or more of the following technologies: Oracle Siebel, Oracle CX Cloud, MS-CRM, and SalesForce.com

- Practical and hands-on experience in implementing, managing Oracle Siebel, Oracle CX Cloud, MS-CRM, and SalesForce.com for SFA, Marketing and Service modules. Candidates with consultant certifications for these CRM platforms are preferred

- Strong understanding of enterprise integration - Knowledge of and experience with enterprise systems, including PRM, CRM, SFA, and ERP.

- Detailed understanding of Sales & Marketing processes, Customer service processes and Business intelligence gathering

- Experience with requirements gathering, documentation (business requirement, functional specification, as-is process, to-be process, gap analysis, user / training documentation etc.), hands-on detailed systems, conducting and end user training

- Excellent communication (written and oral) and interpersonal skills, ability to communicate effectively with both a technical audience and business users

- Ability to effectively perform both in a team and as an individual contributor

- Flexibility to travel within and outside of India

- Established thought leadership through publishing white papers, a point of views, the speaker in forums, conceptualizing frameworks and business solutions

Key Responsibilities:

- Conducting business diagnostics to help clients establish industry-leading customer service/Sales automation solutions, technology, processes, procedures, and training

- Creating a strategic framework for customers accompanied by recommendations for modifying and enhancing the existing CRM/SFA operations, procedures, and systems

- Developing thoughtful and innovative strategies to improve customer (internal/external) experience, increase revenue generation, bring inefficiencies and reduce operational costs across customer segments through customer enablement and multi-channel integration

- Establishing and documenting functional, technical and contractual requirements

- Demonstrating an in-depth understanding of multiple domains

- Analyzing the business needs of the clients to help identify business problems and propose solutions.

- Gathering the Business requirements through interaction and research and defining the project scope. Be the liaison between the Business, technology and support teams.

- Define and Scope Business Areas - Develop the project scope document including a high-level description of the business processes, in scope and out scope items

- Elicit, Analyze and document requirements - Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs. Develop the BRDs based on the organization standards

- Communicate Requirements - Proactively communicate and collaborate with the business area experts and the technical team through artifacts like Business Requirements Document, Implementation requirement Document, Use cases, Wireframes, Data model etc.

- Identify Solution - The BA should work closely with the Solution Architecture team and the Product Engineering team to conceptualize a solution and work with the technical team to design it.

- Verify Solution meets the Requirements - The BA reviews the technical designs proposed by the design team for usability issues and to assure that the requirements are being satisfied. BA assists with User Acceptance testing, the time when the Business Area Experts are asked to approve the software for implementation

- Participate in post-live project activities: including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments

- Serving as the conduit between the customer community (internal and external customers) and the software development team (internal and vendor) spread across locations

- Overseeing and creating presales documentation - Presentations, collaterals, POV decks, Customer Response documents etc.

- Publishing thought leadership articles and other publications in this space

- Reviewing new technologies and developments in SFA/CRM space and identifying consulting opportunities