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PwC SAP IS-U CRM/Customer Service Manager in Rochester, New York

Specialty/Competency: SAP

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 80%

A career in our SAP Customer team, within our SAP consulting practice, will provide you with the opportunity to lead our clients in their customer transformation journey by reimagining exceptional experiences to their customers and employees while achieving their revenue growth goals without boundaries. We help our clients implement and effectively use SAP offerings to solve their business problems and fuel success in the areas of finance, supply chain, customer, human capital and engineering. Simply put, we focus on delivering business led, technology enabled change across the digital core and the latest in mobile, analytics and cloud solutions.

As part of the SAP Customer team, your primary focus will be on Lead to Cash transformation for our clients - both traditional business models and enabling next generation XaaS (anything as a service) business models leveraging SAP C/4 Sales, Service and Marketing cloud; SAP CPQ; SAP Commerce; SAP Subscription Billing (BRIM); SAP Entitlement Management; and SAP S/4 Sales and Distribution solutions.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Develop new skills outside of comfort zone.

  • Act to resolve issues which prevent the team working effectively.

  • Coach others, recognise their strengths, and encourage them to take ownership of their personal development.

  • Analyse complex ideas or proposals and build a range of meaningful recommendations.

  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

  • Address sub-standard work or work that does not meet firm's/client's expectations.

  • Use data and insights to inform conclusions and support decision-making.

  • Develop a point of view on key global trends, and how they impact clients.

  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

  • Simplify complex messages, highlighting and summarising key points.

  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required :

Bachelor Degree

Minimum Years of Experience :

6 year(s)

Preferred Qualifications :

Preferred Knowledge/Skills :

Demonstrates extensive abilities and/or a proven record of success in Utility Customer capabilities and processes including:

  • Demonstrating extensive abilities and a proven record of success designing and configuring of front-office processes in SAP C4C, SAP CRM;

  • Demonstrating extensive abilities and a proven record of success designing Customer experience integrations with digital and self-service channels such as web, mobile and IVR;

  • Demonstrating extensive abilities and a proven record of success working with CSR's and Customer service management to design optimal user-experiences;

  • Demonstrating extensive abilities and a proven record of success engaging with clients' business and IT teams to understand key business goals and translate those to a SAP Customer solution;

  • Demonstrating extensive abilities and a proven record of success implementing and supporting SAP IS-U solutions including SAP S/4 HANA, SAP ECC, SAP CRM, SAP GRC, C4C;

  • Demonstrating intimate knowledge and abilities with functional and technical expertise and the ability to facilitate client discussions about SAP capabilities and business processes;

  • Defining project scope and providing project implementation estimates including time frames, quality and quantity of resources required to successfully implement project; develop project plan incorporating all project variables including risk;

  • Demonstrating extensive abilities and a proven record of success and understanding of SAP Customer application based solutions with demonstrated proficiency;

  • Demonstrating extensive abilities and a proven record of success consulting, designing, implementing and leading significant tracks on larger project or leading medium sized consulting engagements within the SAP Customer product suite;

  • Demonstrating extensive abilities and a proven record of success with significant experience assisting clients in the implementation and support of SAP Customer solutions and improving business processes;

  • Demonstrating extensive abilities and a proven record of success in the common issues facing clients who provide products and services within one or more of the following sectors including technology, automotive, consumer and retail, energy, industrial products or utilities;

  • Designing, building, testing and deploying the SAP Customer solution components required for successful integrations to SAP and non-SAP systems;

  • Identifying and addressing client needs: building, maintaining, and utilizing networks of client relationships and community involvement, communicating value propositions, managing resource requirements, project workflow, budgets, billing and collections, and preparing and/or coordinating complex written and verbal materials;

  • Creating and maintaining a knowledge-base of service delivery content based on reusable information and knowledge objects, as well as their cross-purposed or leveraged functionality; and,

  • Developing strategy, as well as writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management.

At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisorymanager.

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