CRM Consultant

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