Role : Salesforce Solutions Lead

We are seeking a Salesforce Solutions Lead to drive innovation and excellence in Salesforce-based customer service solutions.

You will act as a strategic advisor, owning the end-to-end delivery of customer service transformation initiatives and playing a key role in both pre-sales and project execution.

Your deep CRM knowledge and industry expertise will help shape impactful customer experiences and scalable solutions.

Key Responsibilities :

- Lead the design and optimization of customer service experiences on Salesforce, ensuring alignment with client business objectives and best practices.

- Act as a trusted client advisor, offering strategic guidance on Salesforce CRM, architecture, and implementation roadmaps.

- Develop and present business cases and value propositions for Salesforce-based solutions to demonstrate ROI and strategic fit.

- Drive pre-sales activities: respond to RFPs, lead solution demos, and support client presentations to win new business opportunities.

- Provide tailored Salesforce solutions based on in-depth understanding of industry-specific challenges (BFSI, Manufacturing, Retail, etc.

- Analyze and re-engineer customer service processes to eliminate bottlenecks, enhance user experience, and improve performance.

- Function as the governance lead, managing stakeholder engagement, mitigating risks, and ensuring timely project delivery.

- Spearhead innovation initiatives: develop reusable frameworks, analyze industry trends, and implement cutting-edge solutions in customer service.

- Mentor and guide the project team, ensuring delivery excellence, quality assurance, and knowledge sharing across engagements.

Your Capabilities :

- 5+ years of experience in Salesforce CRM implementation, design, and strategy (preferably in a consulting environment).

- Good to have exposure to SAP CRM or Microsoft Dynamics 365.

- Strong understanding of Salesforce Service Cloud, case management, knowledge base, omni-channel support, and workflow automation.

- Ability to influence client strategy and manage senior stakeholder relationships.

- Excellent verbal and written communication, client-facing skills, and team leadership abilities.

- Proven track record in solution design, pre-sales, and business process improvement.

Educational Qualification :

- Bachelor's or Masters degree in Computer Science, or related field