Salesforce Manager Consulting - Customer Engagement

Description

ABOUT US

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com .

COGNIZANT CONSULTING

Within Cognizant is Cognizant Consulting, a global consulting organization delivering strategic and domain consulting through industry and technology expertise. With over 6,000 consultants worldwide, Cognizant offers high-value consulting services that improve business performance and operational productivity, lower operational expenses and enhance overall performance. Clients draw upon our deep industry expertise, program and change management capabilities, advisory consulting, and analytical objectivity to help improve business productivity, drive technology-enabled business transformation and increase shareholder value. We provide a number of Business/IT Consulting Services including Business Strategy, IT Strategy & Roadmap Development, Process Re-Engineering & Transformation, Enterprise Architecture & Technology Selection, and Domain Solutions. The Cognizant Consulting team is a high performing organization that is continually expanding our client base and increasingly being recommended by analysts such as Forrester and Gartner. And we're growing!

The Role

Our Customer Engagement Advisory Consulting Practice is a premier stop for businesses that want to improve their Customer Experience and win in the digital age. In this group, we explore the art of the possible. We know the ins and outs of the Customer Experience and tie it back to the business need in a way that will improve and transform the client's ability to successfully serve its customers. The teams focus is across the Customer Engagement ecosystem with marketing, sales, and service providing services in strategy, operations transformation, business process definition and harmonization, channel management CRM while using technology as an enabler. We don't just design solutions, we bring them to life. To be digital, companies today must have organizational velocity approaching light speed while serving up individualized offerings that result in fanatical levels of customer satisfaction-all with laser-focused cost control and foundational elements that allow for flexibility to align with the dynamic customer expectations. And we have the tools to do it.

We are looking for people with consulting experience who want to apply it in a transformative way. Our practice is focused on revolutionizing the way our clients serve their customers and how they engage with them directly or through digital channels. While being technical will help, this role is about advising, pushing the market, and being a leader in what clients can do and expect from their CRM, Contact Centers, and overall digital customer experience. We work with our clients to develop a CX strategy, develop actionable plans that encompass process and technology, design and implement solutions to help them realize business value, and transform their operating model. We're looking for someone who understands how data integration works and what that means for the capabilities a program can have. This is a client-facing role where you'll need vision, grit, and to dream of the art of the possible.

In this role, you will have the support of experienced leadership who wants to invest in, grow the capabilities, and support aspirations of motivated and passionate professionals. On this team, you matter. We'll ask a lot of you, but we'll be with you every step of the way. If you're looking to work with sophisticated clients and digitize CX across industries while working with a supportive and high-performing team, we want to hear from you!

Responsibilities

• Consult directly with our clients providing advisory services designed to help them solve their most complex business and technology challenges
• Help our clients respond to and adopt market, regulatory, process, and culture changes triggered by rapidly changing customer expectations and new technologies that provide new avenues to serve their customers
• Design solutions to transform our clients' marketing, sales, and customer service operations
• Work creatively and analytically with a structured approach to problem-solving
• Challenge old business models by innovatively designing new user experiences
• Construct targeted change management plans including communications planning, change impacts, organizational readiness, and training plans
• Facilitate discussions, surveys, focus groups, and workshops to articulate vision, understand client needs, and gather input
• Lead a project or work stream within a transformation program

Qualifications

• An undergraduate or master's degree from a top tier U.S. Business School
• Minimum of 5-9 years of work experience in the U.S. at a tier-1 management consulting firm focused on strategy, operations, process consulting, or project / program delivery
• Demonstrated interest in one of the following communities of practice: Customer Experience, Customer Service, CRM, Digital Solutions and Channels
• An understanding of how digital solutions impact customer experience and companies' ability to serve their customers
• Experience with design and implementation of CRM solutions such as Salesforce or MS Dynamics
• Experience with analytical approach to identify, understand, and develop solutions to business challenges
• Ability to create financial models and business cases
• Fluency in English with strong social, communication, and presentation skills in client-facing situations
• Microsoft Office skills including Excel, PowerPoint, Word, Visio, Access, and Project
• Demonstrated project leadership and management experience in a consulting environment

Preferred Experience and Optional Subject Matter Knowledge

• Domain expertise in CRM (Salesforce and / or MS Dynamics) in Marketing, Sales, or Service
• Prior management consulting experience focused end-to-end process design, developing user stories and customer journeys
• Developing business solutions in Marketing, Sales, and Service leveraging a CRM platform
• Having sufficient knowledge and experience of enterprise data, how it relates to CRM, and how data integration is used to maximize the use of CRM
• Understanding of the use of CRM solutions and how it fits into a client ecosystem
• Deep functional knowledge of a CRM platform (Salesforce and / or MS Dynamics) to function as a bridge between business and IT teams
• Certification with on a CRM platform is a plus
• Experience as a product manager is a plus
• Familiarity with project management methodologies such as Agile/SAFe/Waterfall, is a plus.

Our strength is built on our ability to work together. Our diverse set of backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to construct meaningful solutions through true collaboration.

If you are comfortable with ambiguity, excited by change, and excel through autonomy, we would love to hear from you!

Cognizant is an Equal Opportunity Employer M/F/D/V

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network Assists Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and dedication to excellence instilled in them through participation in military service

Qualifications

ABOUT US

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com .

COGNIZANT CONSULTING

Within Cognizant is Cognizant Consulting, a global consulting organization delivering strategic and domain consulting through industry and technology expertise. With over 6,000 consultants worldwide, Cognizant offers high-value consulting services that improve business performance and operational productivity, lower operational expenses and enhance overall performance. Clients draw upon our deep industry expertise, program and change management capabilities, advisory consulting, and analytical objectivity to help improve business productivity, drive technology-enabled business transformation and increase shareholder value. We provide a number of Business/IT Consulting Services including Business Strategy, IT Strategy & Roadmap Development, Process Re-Engineering & Transformation, Enterprise Architecture & Technology Selection, and Domain Solutions. The Cognizant Consulting team is a high performing organization that is continually expanding our client base and increasingly being recommended by analysts such as Forrester and Gartner. And we're growing!

The Role

Our Customer Engagement Advisory Consulting Practice is a premier stop for businesses that want to improve their Customer Experience and win in the digital age. In this group, we explore the art of the possible. We know the ins and outs of the Customer Experience and tie it back to the business need in a way that will improve and transform the client's ability to successfully serve its customers. The teams focus is across the Customer Engagement ecosystem with marketing, sales, and service providing services in strategy, operations transformation, business process definition and harmonization, channel management CRM while using technology as an enabler. We don't just design solutions, we bring them to life. To be digital, companies today must have organizational velocity approaching light speed while serving up individualized offerings that result in fanatical levels of customer satisfaction-all with laser-focused cost control and foundational elements that allow for flexibility to align with the dynamic customer expectations. And we have the tools to do it.

We are looking for people with consulting experience who want to apply it in a transformative way. Our practice is focused on revolutionizing the way our clients serve their customers and how they engage with them directly or through digital channels. While being technical will help, this role is about advising, pushing the market, and being a leader in what clients can do and expect from their CRM, Contact Centers, and overall digital customer experience. We work with our clients to develop a CX strategy, develop actionable plans that encompass process and technology, design and implement solutions to help them realize business value, and transform their operating model. We're looking for someone who understands how data integration works and what that means for the capabilities a program can have. This is a client-facing role where you'll need vision, grit, and to dream of the art of the possible.

In this role, you will have the support of experienced leadership who wants to invest in, grow the capabilities, and support aspirations of motivated and passionate professionals. On this team, you matter. We'll ask a lot of you, but we'll be with you every step of the way. If you're looking to work with sophisticated clients and digitize CX across industries while working with a supportive and high-performing team, we want to hear from you!

Responsibilities

• Consult directly with our clients providing advisory services designed to help them solve their most complex business and technology challenges
• Help our clients respond to and adopt market, regulatory, process, and culture changes triggered by rapidly changing customer expectations and new technologies that provide new avenues to serve their customers
• Design solutions to transform our clients' marketing, sales, and customer service operations
• Work creatively and analytically with a structured approach to problem-solving
• Challenge old business models by innovatively designing new user experiences
• Construct targeted change management plans including communications planning, change impacts, organizational readiness, and training plans
• Facilitate discussions, surveys, focus groups, and workshops to articulate vision, understand client needs, and gather input
• Lead a project or work stream within a transformation program

Qualifications

• An undergraduate or master's degree from a top tier U.S. Business School
• Minimum of 5-9 years of work experience in the U.S. at a tier-1 management consulting firm focused on strategy, operations, process consulting, or project / program delivery
• Demonstrated interest in one of the following communities of practice: Customer Experience, Customer Service, CRM, Digital Solutions and Channels
• An understanding of how digital solutions impact customer experience and companies' ability to serve their customers
• Experience with design and implementation of CRM solutions such as Salesforce or MS Dynamics
• Experience with analytical approach to identify, understand, and develop solutions to business challenges
• Ability to create financial models and business cases
• Fluency in English with strong social, communication, and presentation skills in client-facing situations
• Microsoft Office skills including Excel, PowerPoint, Word, Visio, Access, and Project
• Demonstrated project leadership and management experience in a consulting environment

Preferred Experience and Optional Subject Matter Knowledge

• Domain expertise in CRM (Salesforce and / or MS Dynamics) in Marketing, Sales, or Service
• Prior management consulting experience focused end-to-end process design, developing user stories and customer journeys
• Developing business solutions in Marketing, Sales, and Service leveraging a CRM platform
• Having sufficient knowledge and experience of enterprise data, how it relates to CRM, and how data integration is used to maximize the use of CRM
• Understanding of the use of CRM solutions and how it fits into a client ecosystem
• Deep functional knowledge of a CRM platform (Salesforce and / or MS Dynamics) to function as a bridge between business and IT teams
• Certification with on a CRM platform is a plus
• Experience as a product manager is a plus
• Familiarity with project management methodologies such as Agile/SAFe/Waterfall, is a plus.

Our strength is built on our ability to work together. Our diverse set of backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to construct meaningful solutions through true collaboration.

If you are comfortable with ambiguity, excited by change, and excel through autonomy, we would love to hear from you!

Cognizant is an Equal Opportunity Employer M/F/D/V

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network Assists Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and dedication to excellence instilled in them through participation in military service