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