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We're Salesforce, the Customer Company, inspiring the future of business with AI Data CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Have you led Service & Contact Center transformation initiatives in Financial Services using Salesforce Service Cloud? Do you have extensive Service & Contact Center domain expertise and/or operating experience from industry? Are you a compelling communicator and passionate about the role of Omnichannel Service, Automation, Data, AI and the Salesforce Einstein1 platform to help clients achieve extraordinary business outcomes?

If so, we are looking for an Industry Business Consultant to grow our Service & Contact Center Transformation business within Financial Services. This role requires someone who can engage with client business and technology leaders and individuals at all levels to share a thoughtful point of view about the potential impact of Salesforce to drive Service & Contact Center business outcomes, and to share their practical experience either as a consultant or as a leader having driven service innovation and achieved/exceeded targeted business outcomes.

The Salesforce Industry Advisors & Consulting team members serve as 'trusted advisors' and strategic partners with clients. We inspire and help service executives achieve focused business outcomes by leveraging the power of the Salesforce Einstein1 platform. We are a team of tenured consulting and industry practitioners with rich domain expertise. Working together with our core and extended teams, we establish business and solutions credibility to build trust with clients in order to drive deeper strategic engagement to resolve a joint solution recommendation, business case, and roadmap for change.

Within the IA&C team, the Industry Business Consulting role brings an atypical combination of skills and experience to their work, including:

• Service, Contact Center, Data and AI solutions depth

• Strategy and business consulting or equivalent background

• Financial Services industry experience with specific focus on Service and Contact Centers

• Executive presence and communications skills to win trust and develop value-added partnerships with Heads of Service / Contact Center Operations, CIOs, Chief Digital Officers, and Line of Business Leaders

• Practical insights from a track-record of large enterprise, complex solutions success

• Sales Acumen from an understanding of technology sales cycles and how decisions get done

In-Depth Consultative Engagement

• Executive Relationship Development - Develop relationships and trust with senior client executives and key sponsors to give them confidence & conviction on their ability to achieve targeted business outcomes with Salesforce

• Workshops - Lead and facilitate joint business workshops with clients and the extended Salesforce team to align stakeholders around a solution recommendation, business case, and roadmap to operationalize their strategy

• Consulting & Orchestration - Orchestrate cross-cloud solution design to represent the 'Power of Salesforce' in the context of their broader Service/Contact Center technology ecosystem

• Account Strategy - Collaborate with the extended team on strategy for executive engagement, influence, solution positioning, justification and partner collaboration & alignment

Advisory SME Engagement

• Executive Briefings / Customer Meetings - Deliver thought leadership on domain-specific trends, solution use cases, and customer stories with content intended to promote client education and dialogue, and that is tailored and tuned to client-specific interests.

• Competency Support - Provide domain expertise to represent the value of Salesforce solutions

• Points of View - Create and deliver tailored, client-specific 'Solution POVs' that tie to client interests and business imperatives. Develop interest for clients to dive deeper with Salesforce, sponsor discovery and education activities with their teams, and open avenues for broader executive access.

• Thought Leadership - Maintain a perspective on domain-specific trends, best practices, and solution use cases to provide guidance for clients and 'voice of the customer/field' for Salesforce (e.g. Product Management, GTM Strategy, Marketing, etc.)

• Consulting / SI Partner Collaboration - Help our partners understand and advocate for the broader role of Salesforce as a 'strategic platform', and to position our fit in the client's often complex enterprise architecture

• Minimum 10 years Consulting and/or Industry Leadership experience driving innovation within well-respected Financial Services companies

• Experience designing and/or deploying large-scale Service & Contact Center solutions, ideally leveraging Salesforce Service Cloud, with a compelling vision for how Service CRM Automation Data AI drive outsized transformation opportunities in Financial Services

• Strong understanding of the Salesforce Service Cloud / Service Cloud Voice portfolio of products, and the broader Salesforce Einstein1 platform and broader Contact Center technology ecosystem

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