We are seeking an experienced SAP CRM Consultant with strong expertise in SAP Sales Cloud V2 and Service Cloud V2. The consultant will be responsible for delivering end-to-end CRM implementations, enhancements, and support, focusing on customer engagement, service excellence, and sales process optimization. The role requires deep product knowledge, hands-on configuration skills, and the ability to translate business needs into scalable SAP CRM solutions.
Key Responsibilities:
• Implementation and configuration of SAP Sales Cloud V2 and Service Cloud V2. • Gather, analyze, and document business requirements and map them to SAP CRM functionalities. • Configure sales processes (lead management, opportunity management, pipeline management, quotations, forecasting). • Configure service processes (case/ticket management, SLA, service requests, field service management, omnichannel integration). • Integrate SAP Sales & Service Cloud with other SAP and non-SAP systems (e.g., SAP S/4HANA, SAP Marketing Cloud, SAP CDC, third-party solutions) using SAP Cloud Platform Integration (CPI). • Develop and deliver functional specifications for enhancements, customizations, and reports. • Conduct system testing, UAT, and defect resolution. • Stay current on SAP roadmap, best practices, and new functionalities in the Sales & Service Cloud space. • Act as a trusted advisor to business stakeholders, ensuring solutions align with customer experience strategy andbusiness goals.
Key Requirements:
• Education: Bachelor’s degree in IT, Computer Science, Business, or related field. • Experience: Minimum 5+ years of hands-on experience in SAP CRM, with at least 3+ years on SAP Sales & ServiceCloud V2. • Strong expertise in: - Sales Cloud V2: lead/opportunity lifecycle, pipeline management, quotes, activities, account/contact management. - Service Cloud V2: service requests, case/ticket handling, SLA, escalation, omnichannel (email, chat, WhatsApp, social). - Integration with SAP S/4HANA, SAP CPI, SAP Emarsys, and Customer Data Cloud. • Knowledge of data migration strategies and tools (Data Workbench, Migration Cockpit). • Proven ability to manage end-to-end implementations and enhancements. • Strong understanding of customer experience (CX) processes and KPIs. • Excellent communication, stakeholder management, and presentation skills. • SAP Certification in Sales/Service Cloud V2 (preferred but not mandatory)
Key Competencies:
• Problem-solving and analytical thinking. • Ability to translate business requirements into SAP solutions. • Strong client-facing and consulting skills. • Self-motivated with the ability to work independently and in teams. • Adaptability to dynamic business and technology environments.
