Salesforce Service Manager - Service

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Industries and Process Global Network SONG practice.

The SONG practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing, Sales, and Services These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following

·       Spearhead the design and enhancement of customer service experiences on Salesforce, ensuring they align with client objectives.

·       Serve as a trusted advisor to clients, providing expert guidance on Salesforce strategy, architecture, and implementation.

·       Lead the creation of compelling business cases and value propositions for Salesforce solutions, aligning with client goals and driving ROI.

·       Lead pre-sales activities including client presentations, solution demonstrations, and responding to RFPs, to secure new business opportunities.

·       Leverage deep industry knowledge to provide tailored Salesforce solutions that address specific challenges and opportunities within the client's sector.

·       Lead the analysis and design/redesign of Customer Service processes to address bottlenecks and pain points effectively.

·       Serve as the governance point of contact in the project, overseeing and managing stakeholder expectations, addressing and resolving issues and risks, and ensuring project success through effective governance and oversight

·       Lead initiatives by developing points of view, creating reusable assets in the customer service space, analyzing industry research and market trends, and introducing innovative solutions.

·       Mentor and guide the team, ensuring high-quality deliverables and successful project outcomes.

Bring your best skills forward to excel at the role:

• Proven track record in consulting roles, with strong skills in client management, strategic planning and solution delivery.
• Extensive experience in one or more industries, with the ability to translate industry needs into Salesforce solutions.
• Proven ability to develop strong business cases and value propositions for Salesforce solutions
• Strong background in pre-sales, including the ability to craft and present compelling value propositions.
• Demonstrate expertise in managing stakeholder expectations and actively resolving issues and risks, serving as the governance point of contact to ensure project success.
  • Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
•  Read about us·       BlogsYour experience counts!
  • Minimum 5 years of experience working on Salesforce CRM platform (Nice to have exposure to SAP CRM/ Microsoft Dynamics 365)
  • Exceptional communication, problem-solving, and leadership abilities required
    • Must have worked on Proposals and contributed to business development work
  • Certification in one or more of the Salesforce solution areas: Service Cloud, Sales Cloud, Marketing Cloud, Field Service Lightning, CRM Analytics, etc.
    • At least delivered 1-2 CRM transformation program and MBA is preferred

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.