Managing Consultant - CRM Strategy Business Architect

Appirio Nashville , TN 37201

Posted 2 months ago

About Us

Appirio, a Wipro Company helps customers improve Worker & Customer experiences with outcome-oriented consultants who bring the latest digital thinking and unmatched cloud experience. We create actionable strategies that deliver results quickly, and help organizations adapt to a new experience-driven era. We deliver results quickly by harnessing the power of thousands of pre-built solution accelerators. Appirio is a trusted partner to some of the world's largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.

Brief Summary of Role

The Managing Consultant - CRM Transformation and Strategy is a senior trusted advisor and subject matter expert, who works with clients to develop and drive key shifts of core CRM business processes, actionable strategies, and solutions aligned with customer goals to achieve specific experience, operational, and financial outcomes. The successful candidate for this director level individual contributor role brings deep knowledge of business process and technology enablements across the lead-to-cash CRM landscape and is able to proactively consult and guide customers towards best practices and efficiencies in two or more of the core business functions supported by CRM; marketing, sales, service, field services, analytics.


  • Is an expert thought leader, who contributes to CRM practice and industry through writing of articles, blogs, white papers, and participation in industry events.

  • Supports sales as a senior subject matter expert on account and opportunity teams by helping develop consulting engagement structure, proposals, and statements of work.

  • Conduct current state CRM capabilities and process assessments across all business functions and apply best practices, industry research, and competitor research to drive an optimised future state capability and process architecture.

  • Drill down on overall CRM related functional architecture by creating capability and process meaningful business requirements and traceability maps.

  • Work with clients in workshops and interview settings to identify business processes that can be enhanced through the use of CRM technology-based functionality and solutions. Lead executive workshops to articulate the value of proposed process shifts, and CRM technology investments to client organisations.

  • Assist clients in the identification, prioritisation, and sequencing of strategic business capabilities and CRM initiatives and synthesise into a cohesive roadmap.

  • Assess business function organisational structures, service offerings, and intercompany processes to define target state organisation and operating models.

  • Conduct current state CRM functional assessment across the enterprise, develop gap assessment, and recommend target state functional design with an emphasis on Salesforce solutions.

  • Facilitate workshops and interviews with all impacted business and IT stakeholders to generate business cases that are both quantitative and qualitative.

  • Provide leadership and guidance in the development of functional designs, working closely with solution and technical architects to define and create best practice, capabilities aligned experiences.

Education and Required Experience (Requirements)

  • 5+ years general management consulting/software consulting experience

  • 8+ years experience with CRM software in enterprise environments ( required), and/or across multiple industry verticals.

  • Excellent verbal communication including the ability to relate well with others and ability to adapt style as needed.

  • Strong writing skills including the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries

  • Experience in building complex business cases and gathering measurable benefits

  • Solid technical background in CRM technologies and related integrations.

  • Hands on business analysis responsibilities for end-to-end software implementation projects, including project vision, requirements documentation, process design, configure, QA, and rollout

  • Experience designing and documenting business process domains and maps

  • Understanding of enterprise software, particularly cloud based technologies across two or more of the following solution domains: Sales, Service, Marketing Automation, HCM, and Learning Management.

  • Understanding of software delivery methodologies in order to provide leadership and recommendations when needed.

  • Customer-focused with high quality standards.

  • Ability to quickly build trusted relationships and thrive in a client site environment - prior experience working for a consulting services company or as an independent consultant is ideal.

  • Substantial experience in process definition and business requirements documentation.

  • Significant experience with preparing and leading workshops and facilitations.

  • Ability to work with non-technical business leaders and technical resources to document and define systems

  • Ability to work independently as well as with a team to drive results based on individual experience

  • Ability to work independently, work with a remote team, think creatively, manage own time, and take the initiative to help drive CRM transformation and strategy projects.

  • Located in North America.

  • Fluent in English

  • Bachelor's degree, preferably in Business or technology related area; or equivalent combination of education and experience. Masters degree would be advantageous.

  • Ability to work from homeemote, and travel up to 50%

We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

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Managing Consultant - CRM Strategy Business Architect