Salesforce.com Experienced Associate in San Jose, California For Sale

Line of ServiceLine of Service">Advisory Industry">IndustryIndustry">Products & Services Industries State & City">State & CityState & City">CA-San Jose Travel Requirements">Travel RequirementsTravel Requirements">61-80% Position TypeFull Time Auto req ID">Auto req IDAuto req ID">xxxx0BR PwC/LoS Overview Are you interested in the opportunity to work for an industry-leading company that services Fortune 500 companies, and will give you the experience and exposure you need to build your career? If you are, then PricewaterhouseCoopers LLP (www.pwc.com/us) is the firm for you. PricewaterhouseCoopers LLP (PwC US) is well placed to help clients meet the challenges and opportunities of the US marketplace in the areas of assurance, tax, and advisory. We offer the perspective of being part of a global network of firms combined with detailed knowledge of local, state and US national issues. More than 163,000 people in 151 countries across our network share knowledge, experience and solutions to develop fresh perspectives and deliver practical advice. At PwC US, you will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. We offer a flexible career progression model that allows for a variety of challenging opportunities throughout your career. We provide unparalleled coaching, mentoring, and career development programs; global opportunities; and state of the art technology-driven methodologies to help you provide quality service to our clients. At PwC, you will find Advisory professionals with unparalleled financial and accounting expertise, knowledge of business processes, industry insight and technology, and customer relationship skills. Our Advisory professionals help companies anticipate, create and manage change. In short, we help companies to : (1) respond to crises, (2) improve business processes, and (3) transform their business. Note that across all of these solutions, we embed sustainability into our approach. This also includes helping clients to sustain prior changes that may have been undertaken to address a crisis. Members of our Advisory practice provide a valuable service to our clients and strive to differentiate PwC by executing the following: * We put our clients first: Each client situation is unique, and we tailor our approach to every relationship and engagement; * We view the world from a client's perspective: From the initial client meeting onward, we listen first, and then assemble a hand-picked team from across the firm; * We create lasting value for our clients: We bring together the precision, structure, and deep analytical capabilities of audit and tax and the creative mindset and problem-solving skills of consulting; and * We focus on action, impact, and value: We don't just assess and recommend; we also help our clients implement with agility and flexibility. Job Description The largest business unit within PwC's Advisory Services, Products & Services Industries (P&SI) provides specialized business and technology consulting services to clients across several sectors by combining functional expertise with deep industry knowledge. P&SI serves public and private companies in the Automotive, Energy, Entertainment, Media, and Communications, Industrial Products, Private Equity, Retail and Consumer, Technology, and Utilities sectors. P&SI professionals also work with our clients' economic buyers (CEO, CFO, CIO, M&A Buyer, and VP of Human Resources) in any industry sector to frame and address emerging issues. In so doing, P&SI serves as Advisory's incubator for complex problem-solving and new services, addressing changing business models that require the intricate integration of processes, technology and people across the clients' entire enterprise. PricewaterhouseCoopers' customers cite our proven record of maintaining excellent relationships with our own customers as one important reason why they chose us to help them devise and implement their own customer service strategies. As a member of the Customer Experience team, you will help: • Define the desired customer experience through customer and market insight • Align customer service channels, non-sales workforce, and other parts of the business with overall growth objectives to develop a well-conceived customer service strategy • Leverage people, processes, and technology to establish a culture, commitment, and infrastructure that supports the service strategy • Identify and remedy billing and other performance issues that lead to customer dissatisfaction Position/Program Requirements Knowledge Preferred: Working knowledge of the customer service/call center functions with additional knowledge of marketing and sales functions in product and service focused corporations. Familiarity with practices/trends in other industry sectors. Working knowledge of customer relationship management; call rep desktop applications; CTI; IVR; single view of customer data; call center benchmarking and metrics; change management; call center redesign and/or benchmarking. Working familiarity with process analysis and design skills; functional familiarity of tools including CRM (Siebel, etc.); CTI; IVR; Customer Loyalty tools (ACSI, NetPromoter, JD Power) Skills Preferred: Some experience analyzing customers, call transactions, marketing and sales data to identify improvement opportunities and develop models to demonstrate value of improvements either through call center metric improvements, revenue enhancement, loyalty improvements or cost reduction/efficiency. Working experience identifying and addressing client needs: building solid relationships with clients; developing an awareness of Firm services; communicating with the client in an organized and knowledgeable manner; delivering clear requests for information; demonstrating flexibility in prioritizing and completing tasks; and communicating potential conflicts to a supervisor. Working experience as a team member: understanding personal and team roles; contributing to a positive working environment by building solid relationships with team members; proactively seeking guidance, clarification and feedback; providing guidance, clarification and feedback to less-experienced staff. Minimum Years of Experience Necessary: 1 Minimum Degree(s) and Certification(s) Required: Bachelor of Science or Bachelor of Arts degree required. Additional Information -Some knowledge of IT consulting preferred - Some knowledge or certification with Salesforce.com preferred - Demonstrated experience providing guidance to others and interpreting policies with minimal supervision