CRM Business Architect - Senior Manager +

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Candidates should have an understanding of key operational metrics and performance indicators used to manage a Customer Relationship Support environment. Candidates should possess knowledge of the relationship between a Customer Support environment and other Business units such as Sales, or Back-Office. Candidates should have knowledge of one or more key technology enablers used within a Customer Support environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management.

* Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors * Closely follows the strategic direction set by senior management when establishing near term goals * Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach * Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments * Decisions have a major day to day impact on area of responsibility * Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

**Basic Qualifications** * Bachelor Degree * Minimum 6 years of experience with one or more of the Financial Services Industries (Banking, Capital Markets, Insurance) * Minimum of 6 year of CRM systems implementation experience in one or more of the financial services industries (Banking, Capital Markets, or Insurance) * Minimum of 4 year of one of the following Customer Relationship Technology experience: SalesForce.com, Pega, CRM Microsoft Dynamics * Preferred Skill Requirements * Previous Experience with: * Another leading management consulting firm or internal consulting experience in the home office * Sales, Marketing, Service and Cloud experience * Software system implementation with customer support experience * Call center experience * Salesforce.com or other CRM technology Certifications * Understanding of key CRM Business Architectural concepts * Agile and Iterative experience * Strong project anagement skills with a proven ability to estimate, plan, and effectively execute and control projects to deliver upon scope on time within budget * Effective people development skills with a proven ability to coach and grow project team members * Ability to facilitate complex discussions * Strong analytical and problem-solving skills **Professional Skill Requirements** * Experience in one or several of the following: Personal Lines insurance, Small Commercial Lines Insurance, Large Specialty Insurance, Life insurance, Capital markets, Wealth Management, Banking, Domestic Companies and/or Multi-National Companies. * Proven ability to build, manage and foster a team-oriented environment * Proven ability to work creatively and analytically in a problem-solving environment * Excellent leadership and management skills * Excellent leadership, communication (written and oral) and interpersonal skills * Project Management Experience