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Job Category
Sales
Job Details
About 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.
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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
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
For New York-based roles, the base salary hiring range for this position is $199,920 to $335,720.
For California-based roles, the base salary hiring range for this position is $199,920 to $335,720.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.