Job Title:
Salesforce/CRM Senior Consultant
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Hybrid
Consulting agency and subsidiary of the group, Catalyst is the expert firm in relational and digital transformations in EMEA and has the ambition to become one on a global scale.
With 300 consultants spread over 4 offices (UK, France, Germany and APAC), Catalyst helps brands to make their Customer Experience a differentiating element and vector of growth and performance.
In France, the office has around fifty employees: consultants and data scientists but also digital experts, UX/UI designers and developers.
We are experiencing growth, with consulting activity tripled in 2023.
Job Description and Responsibilities
As a consulting agency with a creative positioning and growth, Catalyst is looking for its future Salesforce/CRM Senior Consultant to support it in its development in France and in EMEA. As part of our team you will report to one of our Senior Managers.
Missions
Our Salesforce/CRM consultant could contribute to develop our Salesforce offer and participate to the following missions:
- Discovery and Needs Assessment: Identify our needs and main goals.
- Partner Understanding: Gather input and establish agreement on goals.
- Process Mapping: Understand current customer service workflows.
- Data Migration Planning: Identify and prepare data sources for migration.
- System Audit: Assess existing CRM or service platforms.
- Customization Requirements: Define required Service Cloud customizations.
- User Story Development: Create scenarios for Service Cloud usage.
- Integration Strategy: Develop a roadmap for system integrations.
- Change Management Planning: Prepare employees for the transition.
- Technical Architecture Design: Design the underlying infrastructure.
Our Salesforce/CRM consultant could also be part on more general client's assignments:
- Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
- Definition and optimization of omnichannel customer journeys
- Selfcarization of their relational devices
- Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
- Define outsourcing strategy
- Optimize operational models (operational excellence, optimization of productivity, optimization of commercial performance,…)
- Redesign / optimization of commercial acquisition systems
- Implement Voice of the Customer program
- Support our clients in the transformation of their Client Operations
You will also play a role internally:
- Contribute to our business development actions
- Participate in actions to develop the notoriety of the firm (speaking out, participation in industry events, etc.)
- Participate in the internal transformation projects of the Concentrix group and in the commercial development of the group's client accounts
Your profile
- Bachelor's degree in computer science, Information Technology, or related field with at least 3 years of experience in a management/strategy consulting firm or in IT consulting firm or IT integrator/SI.
- Salesforce Administrator and Service Cloud Consultant certifications.
- Experience implementing and customizing Salesforce Service Cloud solutions.
- In-depth knowledge of Service Cloud features such as Case Management, Knowledge Management, and Omni-Channel Routing.
- Experience with Salesforce integration capabilities with other systems.
- Experience with Apex programming, Visualforce, and Lightning components.
- Experience in designing and implementing scalable, Salesforce solutions.
- Ability to analyze requirements and translate them into technical solutions within the Salesforce platform.
- A passion for staying updated on Salesforce platform updates and new features to drive continuous improvement in customer service operations.
- Appetite for customer experience issues
- Work thoughtfulness
- Curiosity encouraging to understand beyond the obvious or assertions
- Business sense assuming the ability to develop storytelling
- French and English required, another language really appreciated
More to know :
- The head office is in the 17th arrondissement of Paris, most of our missions are carried out from our premises.
- Access to a gym, restaurant ticket card
- Telework agreement 2 days a week
Location:
FRA Paris - 3 rue d'Heliopolis
Language Requirements:
Time Type:
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