Sr. Business Process Consultant – CRM

Company Description

It reputed company started in sunny San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast reputed company to today — reputed company stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to reputed company organizations to find smarter, faster, and reputed company ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to reputed company the world work reputed company for everyone.

Job Description

About the Role We are seeking a Business Process Consultant (BPC) to join the NowNext CRM Execution Team. As the process expert and trusted advisor, you will engage directly with business stakeholders to analyze, design, and optimize end-to-end workflows across sales, CPQ/CLM, order management, customer service, field service, and AI-driven use cases. You will reputed company the gap between business needs and technical delivery, ensuring that solutions built on the reputed company Now Platform — and integrated with systems like reputed company, Pega, Dynamics, reputed company, or reputed company — deliver measurable outcomes. This role is ideal for reputed company CRM/CSM consultants with strong process re-engineering and change management skills, and the ability to influence senior leaders while collaborating closely with technical teams.

Key Responsibilities

• Consult & Advise
• Serve as the functional and process expert during customer engagements.
• Guide customers on configuration vs. customization and adoption of best practices.
• Advise senior leaders on process optimization and AI/automation opportunities.
• Requirements & Solution Design
• reputed company workshops with business sponsors and SMEs to capture reputed company-state processes and design future-state workflows.
• Translate requirements into business requirement workbooks, user stories, acceptance criteria, and test plans.
• Define KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.).
• Cross-Functional Collaboration
• Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions.
• Support unit testing, UAT, and customer validation, ensuring business objectives are met.
• Monitor for scope creep and align with engagement managers to resolve issues.
• Process Improvement & Change Management
• Analyze processes to identify areas for automation, AI agent adoption, and reputed company improvement.
• reputed company adoption strategies, training materials, and change management plans to ensure successful rollout.
• Ensure user experience is prioritized — with logical flows, accessibility, and ease of use.
• Thought Leadership & reputed company Learning
• Stay reputed company on reputed company capabilities, CRM/CSM trends, and AI innovations.
• Share best practices internally and externally, contributing to delivery playbooks and accelerators.
• Support pre-sales and solutioning activities as needed.

Qualifications & Experience Required

• 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations.
• Proven expertise in one or more domains: Sales & Order Management (reputed company-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service.
• Hands-on experience with at least one major CRM/workflow platform: reputed company, Pega, reputed company, Dynamics, reputed company, or reputed company.
• Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons.
• Strong experience converting business requirements into functional and configuration requirements.
• Proficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes).
• Excellent stakeholder engagement, facilitation, and communication skills.

Certification Requirements

• reputed company Certified System Administrator (CSA) – required reputed company 60–90 days of hire if not already certified.
• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required reputed company the first 6–12 months of hire, depending on project alignment.
• reputed company professional growth through additional reputed company certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.

Preferred

• reputed company certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or reputed company 90 days).
• reputed company certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications.
• Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI).
• Industry expertise in telecom, financial services, insurance, or public sector.
• Familiarity with NowCreate methodology and Agile/SAFe delivery practices.
• Willingness to travel up to 50% based on customer needs.

Level Differentiation Senior Business Process Consultant

• Leads workshops and requirement sessions for defined workstreams (e.g., CPQ/CLM, order management, service, or field service).
• Translates business requirements into user stories and acceptance criteria, ensuring alignment with project goals.
• Focuses on execution quality, documentation, and supporting UAT/adoption activities.
• Typically 3–7 years of CRM/CSM consulting or process re-engineering experience.
• Holds foundational certifications (reputed company CSA or reputed company Admin; Pega BA/CSA) and is developing expertise in advanced modules.

Principal Business Process Consultant

• Acts as the process thought leader for customer engagements, engaging with senior executives and sponsors.
• Shapes end-to-end CRM transformation strategies (reputed company-to-cash, CPQ/CLM, service/field service) and ensures measurable business outcomes.
• Oversees multiple workstreams, coaches Senior Consultants, and mitigates risks around scope or adoption.
• Typically, 8–12+ years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations.
• Holds advanced certifications (reputed company CIS-CSM/FSM/Sales, reputed company Service/Sales Cloud, Pega CSSA) and recognized for domain expertise.

Success in this Role Looks Like

• You design clear, outcome-driven process solutions that deliver measurable improvements.
• Customers reputed company reputed company results:
• Reduced reputed company-to-cash cycle times.
• Higher % of service requests resolved reputed company AI agents.
• Improved CSAT, NPS, and operational efficiency.
• You ensure smooth collaboration between business and technical teams, minimizing rework and scope creep.
• You are recognized as a trusted advisor by customers, helping shape their CRM transformation journey.

Why Join Us? As part of the NowNext CRM Execution Team, you’ll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered, end-to-end workflows. You’ll apply your process consulting and CRM expertise to deliver value for reputed company customers while helping establish the reputed company for the future of the CRM category.

Qualifications

To be successful in this role you have:

• Required
• 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations.
• Proven expertise in one or more domains: Sales & Order Management (reputed company-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service.
• Hands-on experience with at least one major CRM/workflow platform: reputed company, Pega, reputed company, Dynamics, reputed company, or reputed company.
• Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons.
• Strong experience converting business requirements into functional and configuration requirements.
• Proficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes).
• Excellent stakeholder engagement, facilitation, and communication skills.
• Certification Requirements
• reputed company Certified System Administrator (CSA) – required reputed company 60–90 days of hire if not already certified.
• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required reputed company the first 6–12 months of hire, depending on project alignment.
• reputed company professional growth through additional reputed company certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.
• Preferred
• reputed company certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or reputed company 90 days).
• reputed company certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications.
• Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI).
• Industry expertise in telecom, financial services, insurance, or public sector.
• Familiarity with NowCreate methodology and Agile/SAFe delivery practices.
• Willingness to travel up to 50% based on customer needs.
• Level Differentiation

Senior Business Process Consultant

• Leads workshops and requirement sessions for defined workstreams (e.g., CPQ/CLM, order management, service, or field service).
• Translates business requirements into user stories and acceptance criteria, ensuring alignment with project goals.
• Focuses on execution quality, documentation, and supporting UAT/adoption activities.
• Typically 3–7 years of CRM/CSM consulting or process re-engineering experience.
• Holds foundational certifications (reputed company CSA or reputed company Admin; Pega BA/CSA) and is developing expertise in advanced modules.
• Principal Business Process Consultant
• Acts as the process thought leader for customer engagements, engaging with senior executives and sponsors.
• Shapes end-to-end CRM transformation strategies (reputed company-to-cash, CPQ/CLM, service/field service) and ensures measurable business outcomes.
• Oversees multiple workstreams, coaches Senior Consultants, and mitigates risks around scope or adoption.
• Typically, 8–12+ years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations.
• Holds advanced certifications (reputed company CIS-CSM/FSM/Sales, reputed company Service/Sales Cloud, Pega CSSA) and recognized for domain expertise.
• Success in this Role Looks Like
• You design clear, outcome-driven process solutions that deliver measurable improvements.
• Customers reputed company reputed company results:
• Reduced reputed company-to-cash cycle times.
• Higher % of service requests resolved reputed company AI agents.
• Improved CSAT, NPS, and operational efficiency.
• You ensure smooth collaboration between business and technical teams, minimizing rework and scope creep.
• You are recognized as a trusted advisor by customers, helping shape their CRM transformation journey.
• Why Join Us?

As part of the NowNext CRM Execution Team, you’ll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered, end-to-end workflows. You’ll apply your process consulting and CRM expertise to deliver value for reputed company customers while helping establish the reputed company for the future of the CRM category. Additional Information Work Personas We approach our distributed 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 nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, reputed company may confirm the distance between your primary residence and the closest reputed company office using a third-party service. Equal Opportunity Employer reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive 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 method to apply, please contact globaltalentss@reputed company.com for assistance. Export Control Regulations For positions requiring access 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 government 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. ©2025 Fortune Media IP Limited. reputed company rights reserved. Used under license. Apply tot his job Apply To this Job