Head of Service Cloud - Remote
Company: EPAM Systems, Inc.
Location: Los Angeles
Posted on: August 7, 2022
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Job Description:
Head of Service Cloud - RemoteRemote
USA
+ hot
Head of Service Cloud - Remote Description
Job #: 77460
EPAM is a leading global provider of digital platform engineering
and development services. We are committed to having a positive
impact on our customers, our employees, and our communities. We
embrace a dynamic and inclusive culture. Here you will collaborate
with multi-national teams, contribute to a myriad of innovative
projects that deliver the most creative and cutting-edge solutions,
and have an opportunity to continuously learn and grow. No matter
where you are located, you will join a dedicated, creative, and
diverse community that will help you discover your fullest
potential.
Description
The Head of Service Cloud oversees all products, capabilities, and
go-to-market offerings under the Service Cloud & Experience Cloud
product umbrella. The Service Cloud lead is part of the Salesforce
Practices team, which is part of the larger $1B broader Digital
Engagement Practice. The Digital Engagement Practice is the fastest
growing practice within EPAM and delivers digital transformation
for some of the world\s most recognizable brands, with offerings
across white space business design, brand & marketing, experience
transformation, organizational enablement, platform & product
strategy, enterprise transformation and Data & AI.
Req.#318387454
#LI-DNI
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What You\ll Do
+ Primary responsibilities include driving the strategic direction
of the Service Cloud portfolio, serving as the primary point of
contact for all Service Cloud projects, creating of innovative
thought leadership offerings, support of presales activities for
Service Cloud opportunities, and management of a high performing
team of Service Cloud subject matter experts
+ Leadership:
+ Create and communicate a vision for the Service Cloud portfolio,
working with Sales and Engagement teams to compile revenue growth
goals, strategic target accounts and expansion into new Service
Cloud capabilities and offerings
+ Management of Salesforce Navigator rankings for Service Cloud,
including certification growth numbers, CSATs, target
accreditations for Service Cloud product areas
+ Act as a thought leader for portfolio area (ex., develop
accelerators, assets, service offerings, sales, and marketing
collateral)
+ Collaborate with other portfolio leads and industry leads to
compile multi-cloud, industry-focused go-to-market offerings and
accelerators
+ Alignment with Service Cloud delivery management to ensure career
paths for Solution Architects, Developers, Technical Architects
align with the vision for portfolio expansion
+ Management of high performing Service Cloud subject matter
experts, ensuring adherence to EPAM/PolSource project delivery
methodology
+ Manage portfolio Key Performance Indicators (KPIs) and ensure
that each team member scores a \"Meets Expectations\" or above
+ Tight coordination, planning, and issue resolution with internal
stakeholders, including other regions, technical delivery teams,
business development, portfolio managers, sales engineering, and
practices
+ Provide technical and strategic leadership to team members
+ Provide ongoing training and coaching to the team members within
the portfolio
+ Create goals, metrics, and related success metrics and
communicate against them
+ Salesforce Partnership Collaboration:
+ Collaborate with key stakeholders on Salesforce product teams
+ Assist EPAM-PolSource Account Teams in driving business
+ Solidify our positioning as a Salesforce implementation partner
for Service Cloud product areas
+ Ensure Service Cloud net-new capacity forecast goals are met,
working in alignment with Salesforce partners and EPAM/PolSource
delivery teams
+ Sales Engineering Participation:
+ Act as an advocate for EPAM-PolSource, Salesforce, and
EPAM-PolSource clients
+ Provide pre-sales solution engineering support as a subject
matter expert and executive sponsor
+ Collaborate with the sales team to develop GTM for each vertical
matrixed with the product team
+ Collaborate with the pre-sales team to ensure that estimates are
continuously updated and accurate
+ Coach team members to provide outstanding solutions and service
to EPAM-PolSource clients
+ Project Delivery Leadership:
+ Ensure all team members are competent and capable of delivering
EPAM-PolSource solutions and services for each product area
+ Develop and maintain best practices and standards for Service
Cloud product areas
+ Develop and maintain reusable assets and accelerators, both
technical and functional
Requirements
+ Software Consulting experience, particularly working on large
enterprise projects
+ Proven track record of Service Cloud leadership - driving change,
high performing teams, and results in large and rapidly growing
organizations
+ 5+ years of consulting experience, including multi-cloud
projects
+ Customer Service Strategy experience required
+ Experience leading Service Cloud practice a plus
+ Strong understanding of Salesforce Service Cloud product
offerings
+ Strong understanding of the contact center, transformation, and
business processes
+ Strong understanding of multi-cloud project delivery
+ Strong understanding of enterprise delivery methodologies for
large ($5M+) programs
+ Salesforce certifications are a plus but not required
+ Flexibility for changing deadlines, competing priorities, etc
+ Hungry to grow and develop team
+ Meticulous and organized
+ Ability to travel as needed, up to 40% of the time
What We Offer
+ Medical, Dental and Vision Insurance (Subsidized)
+ Health Savings Account
+ Flexible Spending Accounts (Healthcare, Dependent Care,
Commuter)
+ Short-Term and Long-Term Disability (Company Provided)
+ Life and AD&D Insurance (Company Provided)
+ Employee Assistance Program
+ Unlimited access to LinkedIn learning solutions
+ Matched 401(k) Retirement Savings Plan
+ Paid Time Off
+ Legal Plan and Identity Theft Protection
+ Accident Insurance
+ Employee Discounts
+ Pet Insurance
Additional
+ A COVID-19 vaccination may be necessary and when applicable,
specific details will be discussed during the interview process
which may include providing proof of vaccination. For candidates
with exceptional circumstances that prevent them from getting the
COVID-19 vaccine, we will offer alternative reasonable
accommodation, where possible, which should be coordinated by your
recruiter and discussed directly with an HR Representative
+ This position operates in a remote capacity, but you must live
within driving distance to an EPAM office. Your recruiter will
discuss specific details about work location during the initial
interview process
EPAM Systems, Inc. is an equal opportunity employer. We recognize
the value of diversity and inclusion in creating success for our
customers, business partners, shareholders, employees and
communities. We are committed to recruiting, hiring, developing and
promoting employees without discrimination. As a global employer,
this commitment includes complying with all laws in the countries
in which we operate. Nevertheless, we believe equal employment
practices should not be limited to what the law requires. Equal
opportunity and inclusion are essential to motivate, empower and
recognize the best in everyone.
At EPAM, employment actions are based on individual qualifications,
without regard to race, color, religion, creed, gender, pregnancy
status, sexual orientation, gender identity, gender expression,
marital or familial status, national origin, ancestry, genetics,
age, disability status, veteran status, citizenship status when
otherwise legally able to work, or any other characteristic
protected by law.
Keywords: EPAM Systems, Inc., Los Angeles , Head of Service Cloud - Remote, Other , Los Angeles, California
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