Techno Functional Role - Salesforce CRM

Exposure to AI and analytics - both native to SF and outside - would also be required to be effective.

Main responsibilities :

- Work with senior Inside Sales & Customer Operations leadership to Understand the processes followed; scope of delivery; tech stack.

- Assess and identify key pain points and opportunities for improvement in CX, productivity, process simplification, cost reduction, and business outcomes

- Come up with a thought through and clear report on suggestions and recommendations of what can be done in SF to help address

- Educate operators on under-utilized existing SF functionalities that may be under leveraged

- Convince and - sell stakeholders on the benefits, and drive adoption

- Have conversations with client IT and business on the rationale behind the recommendations, and unblock as required to support implementation

- Be detail oriented and have sufficient drive to get to the desired outcome

- Be flexible and be able to ideate on alternate approaches to meet the program objectives and be ready with - Plan B- to ensure continuous progress,

- React at short notice to urgent requirements and be able to navigate and stretch to be able to unblock and solve to get to an outcome
 
Key Attributes:
 
- Deep skills in SF CRM and associated product stack; expert certification

- Experience in tech consulting/ delivery roles that are client facing in the business analysis, business blue print, value realization phases specific to SF

- Exposure to contact centre tech stack and a good understanding of how SF and the other tech components (voice, AI etc) come together to deliver a service

Education :

Bachelors Degree in Management, Computer Science, Mathematics, Physical Sciences, Engineering, Information Technology, or related field.

Core Competencies :

- Technology consulting or delivery experience in SF CRM and associated modules and product stack.

- Experience navigating with senior stakeholders

- Experience navigating through the influence model with global and extended teams

Preference :

- 12+ years in a Top Tier Technology organization / Top tier Consulting firm / Product management environment/ Sales Force service partners

- Strong written and verbal communication skills

- Strong presentation and persuasion skills