Industry Business Consultant - San Francisco, United States - Salesforce

Description

Job Summary

Have you led Service & Contact Center transformation initiatives in Financial Services using Salesforce Service Cloud? Do you have extensive Service & Contact Center domain expertise and/or operating experience from industry? Are you a compelling communicator and passionate about the role of Omnichannel Service, Automation, Data, AI and the Salesforce Einstein1 platform to help clients achieve extraordinary business outcomes?

If so, we are looking for an Industry Business Consultant to grow our Service & Contact Center Transformation business within Financial Services.

This role requires someone who can engage with client business and technology leaders and individuals at all levels to share a thoughtful point of view about the potential impact of Salesforce to drive Service & Contact Center business outcomes, and to share their practical experience either as a consultant or as a leader having driven service innovation and achieved/exceeded targeted business outcomes.

The Team

The Salesforce Industry Advisors & Consulting team members serve as 'trusted advisors' and strategic partners with clients. We inspire and help service executives achieve focused business outcomes by leveraging the power of the Salesforce Einstein1 platform. We are a team of tenured consulting and industry practitioners with rich domain expertise.

Working together with our core and extended teams, we establish business and solutions credibility to build trust with clients in order to drive deeper strategic engagement to resolve a joint solution recommendation, business case, and roadmap for change.

What we are looking for

Within the IA&C team, the Industry Business Consulting role brings an atypical combination of skills and experience to their work, including:
Service, Contact Center, Data and AI solutions depth

Strategy and business consulting or equivalent background

Financial Services industry experience with specific focus on Service and Contact Centers

Executive presence and communications skills to win trust and develop value-added partnerships with Heads of Service / Contact Center Operations, CIOs, Chief Digital Officers, and Line of Business Leaders

Practical insights from a track-record of large enterprise, complex solutions success

Sales Acumen from an understanding of technology sales cycles and how decisions get done

What you will be doing:
In-Depth Consultative Engagement
Executive Relationship Development - Develop relationships and trust with senior client executives and key sponsors to give them confidence & conviction on their ability to achieve targeted business outcomes with Salesforce

Workshops - Lead and facilitate joint business workshops with clients and the extended Salesforce team to align stakeholders around a solution recommendation, business case, and roadmap to operationalize their strategy

Consulting & Orchestration - Orchestrate cross-cloud solution design to represent the 'Power of Salesforce' in the context of their broader Service/Contact Center technology ecosystem

Account Strategy - Collaborate with the extended team on strategy for executive engagement, influence, solution positioning, justification and partner collaboration & alignment

Advisory SME Engagement

Executive Briefings / Customer Meetings - Deliver thought leadership on domain-specific trends, solution use cases, and customer stories with content intended to promote client education and dialogue, and that is tailored and tuned to client-specific interests.

Competency Support - Provide domain expertise to represent the value of Salesforce solutions

Points of View - Create and deliver tailored, client-specific 'Solution POVs' that tie to client interests and business imperatives.

Develop interest for clients to dive deeper with Salesforce, sponsor discovery and education activities with their teams, and open avenues for broader executive access.

Thought Leadership - Maintain a perspective on domain-specific trends, best practices, and solution use cases to provide guidance for clients and 'voice of the customer/field' for Salesforce (e.g. Product Management, GTM Strategy, Marketing, etc.)

Consulting / SI Partner Collaboration – Help our partners understand and advocate for the broader role of Salesforce as a 'strategic platform', and to position our fit in the client's often complex enterprise architecture


Experience/Skills Required:
Minimum 10 years Consulting and/or Industry Leadership experience driving innovation within well-respected Financial Services companies

Experience designing and/or deploying large-scale Service & Contact Center solutions, ideally leveraging Salesforce Service Cloud, with a compelling vision for how Service + CRM + Automation + Data + AI drive outsized transformation opportunities in Financial Services

Strong understanding of the Salesforce Service Cloud / Service Cloud Voice portfolio of products, and the broader Salesforce Einstein1 platform and broader Contact Center technology ecosystem

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