Assistant Manager – Salesforce – Success Officer - Deloitte Support Services India Private Limited
Join the team that is aligned to Central Business Services and will work as part of an extended Nordic Growth team. The primary function of this role is to support Salesforce related tasks, such as increasing user adoption, data accuracy, user onboarding training, handling FAQs for issues across all data objects, functionalities, reporting and dashboard best practice output and educating users on various functionalities for ease of business. Working closely with Jupiter Data Reporting responsible (Hyderabad) and the Nordic Data & Insights Leader (Nordics, Norway).
The work you’ll do
The right candidate will support in maximizing the business value of Jupiter, our Customer Relationship Management (CRM) tool built on the Salesforce Platform. They will play a pivotal role in helping clients achieve their business goals through effective use of Salesforce solutions. Acting as trusted advisor, the individual will provide guidance and support to ensure the business fully leverages Salesforce capabilities.
As part of the Nordic Growth Data & Insights Team, this role has a large responsibility to ensure CRM is utilized and the data output is reliable to provide the business with performance indicators on sales and pipeline insights that drive strategic decisions.
The key job responsibilities include the following:
CRM Strategy
- Develop with the Nordic Data & Insights leader a strategic vision for Salesforce usage within the organization, aligning it with overall business objectives. You will be responsible for implementing the strategy.
- Contribute to the development of plans and roadmaps for Salesforce initiatives, aligning with long-term business goals.
- Identify opportunities for additional Salesforce features or services that can benefit the Member Firm.
Adoption
- Develop strategies to drive adoption of Jupiter generally and focused business unit areas, including training programs and user engagement initiatives.
- Prepare adoption reports to track progress and align strategic priorities for enablement across the Nordic Business.
- Define and monitor key performance indicators related to Salesforce usage and business impact. Establish a continuous feedback loop with users to gather insights and identify areas for improvement.
- Work on standard objects like Accounts, Opportunities, Contacts, Leads, Campaigns, etc. to increase awareness and drive higher data quality.
- Promote best practices in Salesforce usage, customization, and integration across the organization.
- Prioritize any Change Requests or Enhancements based on business value, user feedback, and technical complexity to ensure that the team is focused on the most impactful tasks. Clearly define and document requirements for new features or changes, ensuring they are comprehensive and understandable for the development team. Ensure that the design and functionality of Salesforce enhancements focus on user experience and efficiency.
- Conduct regular training sessions to ensure users are proficient in using Salesforce and are updated on new features and functionalities.
- Lead activation activities with the Champion network to build knowledge, awareness and hear feedback for development across business units.
- Serve as the business advisor on sales credits both for current business units and future enrolment of business units
Data Quality
- Monitor key objects across the platform to set-up and manage data quality controls.
- Establish and enforce governance around Salesforce practices to maintain data integrity, security, and compliance. Ensure compliance with relevant regulations and industry standards, particularly for Member Firm.
- Oversee the quality assurance process, including testing and ensuring that all new features meet these standards before rollout. Manage the release process (communication and training locally) for new Salesforce features, ensuring smooth deployments and minimal disruption to users.
- Regularly review system performance and user satisfaction to identify areas for improvement.
Communication
- Serve as the primary communication hub between the technical team and business units, ensuring clarity and alignment on objectives and deliverables.
- Share timely communications to users via Teams channel to ensure everyone is aware of new features, top tips and focus areas
- Reports and Dashboard
- Work closely with Jupiter Reporting responsible and business stakeholders to understand their needs and build insights in Jupiter reports and dashboards.
- Maintain existing asset library of best practice reports and dashboards, ensuring they are updated with new fields, taxonomy and views.
- Lead the yearly Nordic Client Programme (NCP) Dashboard Refresh, aligning with our strategic accounts teams to ensure data shown is updated to Fiscal Year focus and strategic KPIs
- Provide the business at half year and end of year sales credit reports to support conversations
System administration
- Create detailed documentation that covers all aspects of Salesforce functionality within the organization. This includes system configurations, standard operating procedures, and user guides.
- Act as sign-off/decision maker within relevant community for Nordics.
- Collaborate with EMEA / Global
- Serve as a representative for Nordics in the EMEA and Global Forum, advocating for the interests and priorities of the Nordic market. Ensure alignment with global strategies while addressing local needs and challenges.
- Facilitate communication and collaboration between Nordic stakeholders and the broader EMEA and global teams to drive successful outcomes.
- Intranet
- Develop and maintain documentation of best practices for using Salesforce effectively across different departments. Manage updates and revisions to documentation to ensure accuracy and relevance as the Salesforce platform evolves.
- Maintain the intranet content management, user experience and best practice guides to ensure up to date and accurate knowledge for users.
- Onboarding
- Liaise with the business to understand their needs and collect requirements via the report briefing form.
- Host tailored training session with our NCP stakeholders to upskill, enable and demonstrate the art of the possible when using the CRM
- Support and escalation
- Responsible for daily users support operations such as coordinating escalation or approvals with Support team, answering Teams or Jupiter mailbox queries.
- Host weekly calls to engage and connect with the EMEA Support Team aligned to Nordics, discussing key items and addressing any challenges
Work Location: Hyderabad
Shift Timings: 2 PM IST to 11 PM IST
The Hyderabad Team:
Our Clients & Markets team provides exceptional client service and works to build long-term, mutually beneficial relationships. Our team members focus on what’s possible and guide clients to opportunities while considering their business culture, organizational structure, resources, and capabilities.
Qualifications and skills
- Graduate / MBA with a background in Marketing, and/or Business desirable
- Proficient in Salesforce, communication, stakeholder management, presentation, reporting, and knowledge management.
- Solid understanding of professional services organisation, client data structures, ability to make sound observations and recommendations quickly.
- Excellent interpersonal skills. Proficiency in connecting virtually with multiple teams.
- Strong communicator, both verbally and in writing, including presentation skills, that clearly articulate priorities and expectations.
- A self-starter who is proactive and flexible with the ability to operate in tight timelines
- Ability to work at all levels of the organisation to achieve a result, in particular strong experience in working with and influencing senior stakeholders
- Familiarity with Agile methodologies and project delivery
- Capacity to manage initiatives; works well under pressure
- Team player – shows evidence of working with others to get things done, specifically across a matrix structure.
Technical Skills
- 4+ years of experience with Salesforce.com or any CRM
- Advanced excel skills
- PowerPoint – advance skills to communicate in a simple and effectively manner (Mandatory)
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Centre in India, our state-of-the-art, world-class learning Centre in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.