Head of Service Cloud - Remote

Company: EPAM Systems, Inc.
Location: Philadelphia
Posted on: January 27, 2023

Job Description:

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.DescriptionThe 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 worlds 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.#318387454WHAT YOULL 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 functionalREQUIREMENTS
  • 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 timeBENEFITS
    • 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 the employee will be eligible to accrue 15-25 paid days, depending on specific level and tenure with EPAM (accrual eligibility may change over time)
    • Paid Holidays - nine (9) total per year
    • Legal Plan and Identity Theft Protection
    • Accident Insurance
    • Employee Discounts
    • Pet Insurance
    • If otherwise eligible, participation in the discretionary annual bonus program
    • If otherwise eligible and hired into a qualifying level, participation in the discretionary Long-Term Incentive (LTI) ProgramADDITIONAL
      • 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
      • This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training; the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $152k - $250k In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the positionEPAM 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.

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