(CRM – Customer Relationship Management / CEM – Customer Experience Management)
2 Required Technical Skill Set Exposure to other CRM Tools such as MS Dynamics, Siebel, SAP CRM, DMS, Digital technologies added advantage
4 Desired Experience Range 5-15 Years for consultant in sales and marketing functional areas
5 Location of Requirement Michigan
(Open to relocate and travel within USA)
6 SFDC Functional Role Function as SFDC Functional Consultant with responsibilities to:
Provide SFDC and Domain expertise to solve clients problems and transform their business
Build client specific solutions on the SFDC platform using all the available tool options. Collaborate and work closely with TCS enterprise SFDC practice.
Will interact with client personnel during requirement gathering and prototyping sessions.
Have the ability to directly lead SFDC development team with little or no direct supervision.
Ability to provide advice on best practices and approaches to the team and the client.
Ability to manage the related tasks to schedule and budget. Strong knowledge of enterprise issues related to IT architecture.
- Experience of Salesforce.com configuration and implementation
- Salesforce.com certification is preferred
- Knowledge of enterprise systems, CRM, SFA, and ERP
Desired Competencies (Technical/Behavioral Competency)
Must-Have Exposure to Contact Center, CRM, Sales and Service processes in automotive and industrial equipment companies.
Good-to-Have Automotive, Industrial equipment CRM implementation
SN Responsibility of / Expectations from the Role
1 Advise leading global manufacturing clients on CRM / CEM strategy, IT product evaluation.
2 Lead teams for business blue printing
3 Lead consulting assignments at client locations
4 Develop use cases and guide technical teams for POC / solution development, test case designs, and certify solutions before handing over to customers
5 Lead research in CEM / Digital CEM and publish papers in global forums
6 Work on pre-sales for identifying and converting business consulting and IT implementation opportunities.
Type Details of The Role (For Candidate Briefing)
Reporting To Which Role Head – Customer Experience Management CoE
Size of the Team, if any Reporting to this Role 4 to 5 members in CoE and 15-20 member project teams during assignments.
Unique Selling Proposition (USP) of The Role Advisory capability, working with clients business and IT leadership teams
Details of The Project (A short Briefing on the Project may be attached with this document for candidate- briefing). It may be shared with external stakeholders like job-agencies etc. The role requires working on projects in CRM for business strategy, IT product selection. It also requires developing thought leadership on related topics, working on pre-sales in materializing advisory services.
About the Manufacturing ITG:
ITG is a business consulting arm dedicated to manufacturing industry solutions unit of TCS. This unit primarily focuses on business solutions, selection of IT tools and defining roadmap for core business process areas. The group helps its manufacturing clients in defining their business and IT strategy for customer experience management (CEM), new product introduction, supply chain management, manufacturing and quality assurance, and after sales service. The manufacturing sector includes its global fortune 500 customers in Automotive, Aerospace, Industrial Equipment and Process Manufacturing customers focusing on US, Europe, and APAC markets.