Package Consultant - Sales and Service

Job description

Package Consultant-Sales \& Service Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. In this role, you'll work in one of our IBM Consulting FutureNow Centers , where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. Your role and responsibilities As a Package Consultant -- Sales \& Service, you will implement and configure packaged CRM and customer engagement solutions to empower organizations to streamline sales operations, enhance service delivery, and build lasting customer relationships. You will specialize in deploying cloud-based platforms that unify sales, customer service, and support functions, enabling end-to-end visibility and automation across the customer lifecycle. Your primary responsibilities will include: • Configure Sales Pipelines and Opportunity Management: Implement and tailor standard CRM functionalities to meet specific business needs, ensuring effective lead-to-cash processes and sales operations. • Design Service Case Workflows: Collaborate with stakeholders to design and configure service case workflows, knowledge bases, and customer portals that support efficient case management and customer self-service capabilities. • Support Data Migration and User Training: Assist with data migration, user training, and change management to ensure successful adoption and long-term value realization of the implemented solutions. • Deliver Solution Customizations: Apply knowledge of packaged CRM systems to deliver customizations that meet business requirements, working closely with solution architects and technical teams. • Ensure Solution Alignment: Verify that the selected solution supports business needs, aligning with lead-to-cash processes, case management, field service, and customer self-service capabilities. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise • Exposure to Packaged CRM Systems: Familiarity with standard functionalities and ability to tailor them to meet specific business needs, supporting lead-to-cash processes and sales operations. • Cloud-Based Platform Deployment: Experience working with cloud-based platforms that unify sales, customer service, and support functions, enabling end-to-end visibility and automation across the customer lifecycle. • Sales Pipeline Configuration: Knowledge of configuring sales pipelines and opportunity management systems to ensure effective sales operations and lead-to-cash processes. • Service Case Workflow Design: Understanding of designing and configuring service case workflows, knowledge bases, and customer portals to support efficient case management and customer self-service capabilities. • Data Migration and User Training Support: Exposure to data migration, user training, and change management to ensure successful adoption and long-term value realization of implemented solutions. Preferred technical and professional experience • Cloud-Based Platform Expertise: Experience working with cloud-based platforms that unify sales, customer service, and support functions is beneficial. Knowledge of platform deployment and configuration would be an asset in this role. • Advanced CRM Configuration: Exposure to advanced CRM configuration, including workflow design and customization, would be advantageous in delivering tailored solutions to meet specific business needs. • Data Migration and Integration: Familiarity with data migration and integration processes would be valuable in ensuring seamless transitions and successful adoption of implemented solutions. Years of Experience: 3 - 5 ABOUT BUSINESS UNIT IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. YOUR LIFE @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decis