Service Cloud Business Consultant

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category SalesJob DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.Service Cloud ConsultantAbout Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.Senior level, data-driven customer service experience experts. Service Cloud consultants are innovators and problem solvers who apply their service and executive-level consulting acumen coupled with our proven Salesforce engagement methodology to deliver comprehensive business and digital engagement strategies that help our pre-sales organisation differentiate and win.Role Description
The Service Cloud Consultants collaborates with our Sales team and C-level & Senior Level client contacts (CCO, COO, CDO, CIO, MD, GM) across the corporate business. Service Cloud Consultants help drive consensus in and across our customers' lines of business around customer service vision as well as key areas of focus through a value-based, pragmatic roadmap to execution. The Service Cloud Consultant must assume the role of trusted advisor to internal and external stakeholders, driving innovative service strategies forward with customers while also improving overall Salesforce business performance. The Service Cloud Consultant focuses primarily in these areas:Service Problem Solving: Take service and engagement challenges and, using research, personal experience, business assessment capabilities and customer experience acumen, clearly define problems, identify opportunities, drive innovative new ideas, and recommend actionable, prioritised next steps to make a big impact on customer needs/goals.Innovation Management: Bring rigour to a client’s decision making process by running workshops, presenting and evaluating solution options, and driving consensus among key stakeholders. In some instances, we help our clients develop new decision frameworks and governance processes that continue to deliver value far beyond a particular engagement. A Service Cloud Consultant is a seasoned story builder and storyteller, who can lead a room of executives to consensus.Solution Planning: Define scope and plan new solutions for clients. This includes figuring out how to measure business results, modeling current/future business processes, gather business requirements and identifying the organisational changes required to successfully realise the benefits of the solution.Your Impact
A Service Cloud Consultants at Salesforce plays a pivotal role in developing innovative Service engagement strategies with key enterprise strategic customers, in a “pre-sales” environment. The consultant works with new prospects as part of the business development process and with existing customers to help expand, strengthen and grow relationships that ultimately enable revenue growth and overall customer success. In doing so, the consultant leads and partners with internal customers including solutions and architect teams, sales programs, customer success and sales leadership to drive our business forward.Minimum Requirements
This individual will have a consistent record and domain experience within Customer Experience and Customer Service solutions focused in the enterprise space.
Discussing and proposing solution architecture that includes common call centre infrastructure integration, back-office system integration, and workflow process definition
Tried experience leading digital service strategy and roadmap projects in a complex business environment
Deep understanding of and passion for the customer service lifecycle and leading the customer experience through their service journey!
Excellent communication and presentation skills with the ability to convey complex ideas and business strategies in clear, concise terms
Dynamic and persuasive in communicating ideas to clients and prospective clients from VP to C-level, with comfort speaking to small and large audiences alike!
Strong understanding of service trends and the overall SaaS landscape.
Ability to understand, communicate and lead across the entire project lifecycle
Knowledge of technology trends, including AI in the call centre and relevance to clients businesses
Contact or call center-based applications experience is beneficial, including both telephony & WFO/WFM solutions
Self-starter with the ability to coordinate, prioritise and balance competing requests and sales priorities
Candidate is encouraged to travel to clients and internal team collaboration an average of 20-30%Preferred Requirements
Financial/telecommunication institutes experience
Interest or experience in AI, automation, Generative AI Strategy and machine learning
Demonstrated success driving organisational change within client organisations
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