Job Title

Acuity Knowledge Partners is looking for a 'Salesforce CRM Developer' at Delivery Lead level. The role holder will help implementation of the CRM strategy and enablement of digital solutions to support business development and growth plans.'Immediate Joiners are highly preferred'Total Experience: 8 to 12 yearsJob location: Bengaluru/ Pune/ Gurugram (hybrid)Responsibilities:Digital Strategy: Support the Head of Digital in the development and implementation of the digital solutions and CRM strategy in line with organizational and retail business plans. Act as an expert on CRM and digital best practice and emerging technologies. Assist in defining, developing and documenting a clear road map to enable timely delivery against objectives. Review new technologies and CRM opportunities and propose where benefit can come from these opportunities in order to ensure our digital capabilities remain competitive.Digital projects and developments: Play a key role in Influencing and engaging with Marketing, Sales, and Client Relationship/Service teams to define and agree digital solutions activities across channels. This should include day-to-day management of digital solutions projects, vendor management and required communications.Work with the team to analyze the “as-is” setup, queues, case assignment rules, etc. for considering "to-be" Operating model - working with business to flesh this out.Consider GCSO use cases, requirements and features available on SC lightning, i.e. utilizing OMNI channel, chat bot, knowledge, how we view all cases (open/closed) across all GCSO teams at a client level, and other features which could enhance the experience for our GCSO colleagues.Optimize a prioritization model to understanding our clients’ needs and manage and support the CRM and associated digital capabilities used by Distribution, suggesting improvements where needed.Liaise with internal and external stakeholders (including business/IT/Salesforce/Scope etc.) where appropriate to resolve technical issues, implement changes to maintain CRM and associated digital capabilities platforms.Required Skills:Candidates should have a B.E./B.Tech/MCA/MBA in Finance, Information Systems, Computer Science or a related field.8+ years of experience as a Salesforce Service Cloud developer and/or administration.Hands-on experience with Service Cloud setup.Ability to lead/run a stakeholder workshop (supported by the team).Experience in Lightning migrations (preferable but not essential – we have the skills in-house to analyze the current state of classic and related tech debt/code).Salesforce Config skills – can get hands on and setup Salesforce Service Cloud in LightningDemonstrable experience of administering and development of SalesforceSalesforce Certified Administrator certification would be a plusExcellent communication skills, both written and verbalInterested folks, please share your updated CV at nihal.upadhyay@