Manager, Customer Solutions (Salesforce)

West Monroe is currently seeking a talented Manager with expertise in Salesforce consulting to join our Customer Solutions practice. The Manager will be responsible for leading project teams gathering requirements, designing solutions, and implementing configurations on Salesforce.com. The Manager also develops methodology and best practices with the national Customer Solutions practice team, and actively participates in CRM business development opportunities.

Responsibilities:

​Client Delivery

• Serve as a Project Manager for several key clients, responsible for day to day operations on one or more projects
• Communicate and report project status to client leadership and IT management, including budget, risks and general business issues
• Mentor and manage teams of Consultants to keep project on time as well as review work done by the team
• Understand CRM technologies being used on a project to be able to direct how to design, develop, test, and implement a technical implementation project
• Analyze each client's specific request and determine the underlying problem and recommend proper solutions
• Manage client relationships and meet with clients to determine business and functional requirements
• Assist in re-engineering business operations and system processes around Sales & Marketing, Customer Service, Customer Self-Service, and Partner Channel Management
• Strong analytical and Salesforce product knowledge skills including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements
• Facilitate effective change management programs within the client organization including creating and administering communication plans to promote end-user adoption

People and Practice Development

• Identify strengths and issues; drive and develop better behavior to create strong consultants
• Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development
• Coach and manage other consultants and participate actively in the performance expectation process

Business Development

• Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating and project planning
• Understand business needs and requirements and help turn those goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports and project plans
• Create work plans, pricing estimates, and risk assessments for prospects
• Participate in key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas within WMP

Qualifications:

• 7+ years of experience working for a consulting firm or a professional services division of a software company in a business analyst/consulting manager role preferred
• Strong understanding of Salesforce Sales Cloud, Service Cloud, Force.com Platform and other CRM technology solutions
• Lead discovery workshops, which includes the facilitation of large audiences, solution presentations, and prototype demonstrations
• Candidates will be considered for depth on other CRM packages (Microsoft CRM, SAP CRM, SalesLogix, Oracle On-Demand, and the like)
• Excellent organizational, verbal, presentation/facilitation and written communication skills
• Ability to work well with people including project stakeholders and project team members
• Proactive desire to continue to broaden and deepen business and consulting skills
• Ability to work both independently and within a team environment backed up by strong communication skills
• Ability to travel to client-site 30-50% (post-COVID)
• Candidates must be eligible to work in the United States without limitation

Based on pay transparency guidelines, a reasonable expectation for the salary range for this role is $161,000 - $179,000. Information on our competitive total rewards package, including our bonus structure and benefits is here.  Individual salaries are determined by evaluating a variety of factors including geography, cost of labor, experience, skills, education, and internal equity. Employees in proximity of our Seattle, Washington DC, Los Angeles, New York and San Francisco offices will have a geographic premium applied to this salary scale.