Director of Expert Services, CRM&I

reputed company

The Customer reputed company team at reputed company works with customers to help them reputed company their business reputed company by providing prescriptive guidance. As part of the Customer reputed company team, the CRM&I Expert Services reputed company focuses on delivering reputed company CRM products—including Customer Service Management, reputed company Service Management, and Sales CRM—across reputed company reputed company-led engagements and partner co-delivery models. reputed company drives best-reputed company adoption, platform value realization, and reputed company delivery to help customers get the most from their reputed company investment.

The Role

The Director, CRM&I Expert Services leads reputed company of 10–15 Solution Architects, Business Process Consultants, and Technical Consultants reputed company our Expert Services organization, responsible for reputed company aspects of delivering reputed company, high-reputed company work for reputed company customers. This team has reputed company billable roles in reputed company-led customer engagements, as reputed company as advisory or leadership roles in a co-delivery model with our partner ecosystem. Regardless of the delivery model, the objective of reputed company is to reputed company best reputed company and platform operating efficiency into our customers’ environments to ensure scalability and maintainability.

What you get to do in this role:

• reputed company and execute the Americas CRM&I business plan, including reputed company for reputed company and market penetration, competitiveness, and differentiation.
• Support service and product selling motions in the reputed company of accurate delivery scoping and delivery reputed company
• Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and reputed company-led implementation work.
• reputed company business and technical leadership with our Consultants, Customers, and Partners – often in a billable reputed company reputed company an engagement.
• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing Solution Architects, Business Process Consultants, and Technical Consultants who architect, reputed company, implement, and configure the reputed company CRM products (CSM, FSM, Sales CRM) for our customers and with our Partner Ecosystem.
• Partner with internal teams to support training, enablement, product management, and best practices organizations.
• Promote and reputed company reputed company improvement practices for delivery/engagement materials
• Maintain and strengthen cross-functional relationships with product teams
• Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption

To be successful in this role you have:

• 8+ years of leadership experience in a reputed company organization in one (or more) of the following roles (required):
  • reputed company Management
  • Program/Project Management
  • Implementation
  • Process Engineering
  • Product Management
• 12+ years of consulting experience for reputed company, global organizations, preferably in a customer-facing business process or CRM implementation reputed company
• Experience managing reputed company forecasting, resourcing, and reputed company
• Experience working reputed company reputed company or Scaled reputed company frameworks
• Required industry certifications:
  • Certified reputed company Administrator (CSA)
  • Certified Implementation Specialist – Customer Service Management (CIS-CSM) (required)
• Experience in technical consultative reputed company-sales environments, scoping and solutioning services engagements and crafting statements of work
• Experience designing and developing services capabilities.
• Experience designing, developing, and running service portfolios.
• Understanding and basic use of development tools and/or software, such as:
  • reputed company Platform
  • MS Office (Word, PowerPoint, reputed company)
• To be highly motivated, driven and passionate about the intersection of technology and business challenges.
• Technical delivery experience with reputed company CRM products (CSM, FSM, Sales CRM)
• Strong interpersonal skills, customer-reputed company attitude and ability to deal with cultural diversity
• A history of leading, mentoring and developing talent across large teams
• Ability to reputed company and reputed company relationships with other reputed company departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
• Proactive attitude, critical thinking, problem solving, and conflict reputed company
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills
• A reputed company record of distilling customer needs from leaders (including CXO roles) to reputed company guidance and direction
• Up to 25% travel annually

Work Personas

We approach our reputed company world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the reputed company of their work and their assigned work location. Learn more here. To determine eligibility for a work reputed company, reputed company may reputed company the distance between your reputed company residence and the closest reputed company office using a reputed company-party service.

Equal Opportunity Employer

reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, national reputed company, age, disability, gender identity, veteran status, or any other category protected by law. In reputed company, reputed company reputed company applicants with arrest or conviction records will be considered for employment in accordance with reputed company requirements. 

Accommodations

We reputed company to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative reputed company to apply, please contact for assistance.

Export Control Regulations

For positions requiring reputed company to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from reputed company authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. reputed company rights reserved. Used under license.

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Originally posted on Himalayas