CRM Consultant
Job Description
We Are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song
There will never be a typical day at Accenture Song, but that's why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.
The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand's voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.
You Are:
A CRM Consultant:
You will help clients to design and implement CRM solutions for their Sales or Service (or back-office) organization.
You will typically demonstrate a good understanding of both business and technology in a solution oriented approach.
You will focus on one or several of the mentioned areas and you will usually be part of a larger design and/or delivery team with a clearly defined area of responsibility.
You are customer focused and great at building client relationships.
You have a desire to work in a dynamic work environment and be creative within a team.
You have a demonstrable ability to build, manage and foster a team-oriented environment.
You have an ability to work creatively and analytically in a problem-solving environment.
You have a desire to work in an information systems environment.
The Work:
Facilitate discovery and scoping sessions with clients
Partner with the business to identify, document, and prioritize business requirements.
Ensure deep understanding of business processes and objectives and keep all users informed and aligned with system changes.
Translate business needs into user stories, functional specifications, and testing scenarios.
Utilize Technology Platforms like Salesforce, MS Dynamics, or similar platforms to enhance Sales & Service functions.
Create and maintain comprehensive documentation of system configurations, processes, and changes.
Deal with client business process and potential constraints (budget, timeline, expertise, etc.) to define optimal and reasonable project scope and expectations
Incorporate past experiences, business savvy, creative and out-of-the-box thinking in designing solutions; offer multiple, potential solutions
Provide recommendations on third-party applications
Contributing to teams on CRM engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical work streams.
Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions
Supporting change management and business readiness activities to deploy CRM to end users
Support functional project team members.
Running workshops, working closely with client, able to talk about tradeoffs e.g. terms of config vs code.
Mapping functional requirements to CRM Clouds (e.g. Sales Cloud, Service Cloud, MS D365, etc.) features and functionality.
Disseminating leading practices on customer service processes and solutions
Mentor other team members in customer service processes and CRM technologies
Qualifications
Here's What You Need:
A minimum of 3 years of progressive experience in solutioning, discovery and business analysis, project management, and technology implementation in full life-cycle CRM engagements.
A minimum of 3 year of experience with one of Salesforce, MS Dynamics or a related technology
Experience in a consulting (or similar internal role) environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)
A minimum of a high school diploma or GED is required for this position
English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement
Bonus Points If:
Salesforce certifications (preferred not mandatory)
Bilingual English/French speaking with the ability to converse in both technical and business conversations is highly preferred.
You are customer focused and great at building client relationships.
You have a desire to work in a dynamic work environment and be creative within a team.
You have a demonstrable ability to build, manage and foster a team-oriented environment.
You have an ability to work creatively and analytically in a problem-solving environment.
You have a desire to work in an information systems environment.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired in British Columbia as set forth below.
Information on benefits is here.
Role Location Annual Salary Range
British Columbia $60,600 to $158,900