Salesforce Customer Care Director

Pwc Raleigh , NC 27611

Posted 2 months ago

A career within Salesforce Consulting services, will provide you with the opportunity to help our clients leverage Salesforce technology to enhance their customer experiences, enable sustainable change, and drive results. We focus on understanding our client's challenges and developing custom solutions powered by Salesforce to transform their sales, service and marketing capabilities by exploring data and identifying trends, managing customer life cycles, strategically building and leveraging online communities, driving employee engagement and collaboration, and connecting directly with channel partners to share goals, objectives, and activities in a secure, branded location.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Support team to disrupt, improve and evolve ways of working when necessary.

  • Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.

  • Identify gaps in the market and spot opportunities to create value propositions.

  • Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.

  • Create an environment where people and technology thrive together to accomplish more than they could apart.

  • I promote and encourage others to value difference when working in diverse teams.

  • Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.

  • Influence and facilitate the creation of long-term relationships which add value to the firm.

  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:

Bachelor Degree

Minimum Years of Experience:

8 year(s)

Preferred Qualifications:

Certification(s) Preferred:

Salesforce.com Certified Administrator, and/or Salesforce.com Certified Developer, Salesforce.com Certified Sales/Service Consultant

Preferred Knowledge/Skills:

Demonstrates proven intimate knowledge of and success in roles with assisting large employers on the performance improvement of their Sales, Service and Marketing organizations, emphasizing the following areas:

  • Understanding and solving business and technology challenges related to the implementation of CRM technologies, delivering Enterprise Social platforms, and designing and developing platform based applications that meet client business needs;

  • Leveraging acumen to understand underlying client business problems, while developing and delivering Salesforce technology-enabled solutions that addresses the identified issues. This includes understanding the sales, service and marketing functions within the organization and how the technology will help streamline organizational needs;

  • Performing as a team leader-supervising teams to create an atmosphere of trust and seeking diverse views to encourage improvement and innovation; answering questions and providing direction to less-experienced staff; coaching staff including providing timely meaningful written and verbal feedback.

Demonstrates proven industry and consulting expertise in the following areas:

  • Conducting industry, market, competitive and value chain analysis;

  • Developing business cases and understanding underlying ROI;

  • Conducting customer segmentations and developing associated segment strategies and value propositions;

  • Performing capability gap analyses and other-related customer-facing capabilities;

  • Developing customer centric operating models;

  • Understanding customer trends in the B2B and B2C space, as well as across industries;

  • Driving strategic change into client organization.

Demonstrates thought leadership abilities within a global business advisory consulting services firm, including the following areas:

  • Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;

  • Leveraging industry knowledge and analytical skills, especially as it relates to project management and project facilitation;

  • Leading and/or facilitating teams and develop client proposals, leveraging extensive business development and relationship management know-how;

  • Identifying and addressing client needs: developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities; preparing and presenting complex written and verbal materials; and defining resource requirements, project workflow, budgets, billing and collection;

  • Leading teams to generate a vision, establish direction and motivate members, create an atmosphere of trust, leverage diverse views, coach staff, and encourage improvement and innovation;

  • Leveraging Business transformation skills with a track record of successful change enablement with quantifiable results;

  • Utilizing analytical skills with the ability to translate complex problems into simple and actionable tasks;

  • Implementing system applications, software configurations, and XML or other related coding in the following CRM technological product suites;

  • Salesforce.com, SAP, Oracle, Marketo, or other SaaS and On-Premise ERP;

  • Utilizing PC applications (i.e. Microsoft Word, Excel, PowerPoint and Project) and business levels of fluency in multiple languages to write, communicate, facilitate, and present cogently, emphasizing the ability to capture effectively clients' needs and understand their systems enough to be able to translate those needs in to system functionality.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

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