At a Glance
- Tasks: Lead transformative Salesforce Service Cloud projects and shape customer service strategies.
- Company: Join Accenture Song, a dynamic team driving digital experiences globally.
- Benefits: Enjoy competitive salary, flexible work policies, and generous leave options.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Make a real impact on customer service transformation with cutting-edge technology.
- Qualifications: Extensive Salesforce Service Cloud experience and strong leadership skills required.
The predicted salary is between 78750 - 96250 £ per year.
Location: United Kingdom – London or Manchester
Career Level: Senior Manager
Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of the Salesforce Business Group, you’ll support a portfolio of clients spanning across all key industries, helping leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology.
About the Accenture Salesforce Business Group:
Accenture has established a global commitment to Salesforce called the Salesforce Business Group (SFBG); a focused executive-level effort between Salesforce and Accenture to turbo-charge our joint business and deliver outstanding customer experiences for our clients. The Accenture Salesforce Business Group exists to help our clients create the best customer and employee experiences on the planet through leveraging deep expertise across sales, service, marketing and operations transformation.
You will join a team that combines the energy of a start-up with the scale and reach of one of the world's largest Salesforce practices. Working alongside industry experts, Salesforce product specialists, and senior business leaders, you will help shape the future of customer service transformation for some of the world's most recognised organisations.
As a Salesforce Service Cloud Lead you will:
- Serve as the Salesforce Business Group's lead subject matter expert for Customer Service, providing strategic leadership across business, technology and operating model transformation.
- Own and develop the overall Service capability within the UK Salesforce Business Group, helping define our go-to-market strategy, offerings, thought leadership and growth agenda.
- Act as a trusted advisor to senior client stakeholders, including CIOs, Chief Customer Officers, Chief Digital Officers, Heads of Customer Operations and Contact Centre leaders.
- Lead large-scale Service Cloud and Agentforce transformation programmes, from vision and strategy through to solution design and delivery.
- Shape and drive customer service modernisation initiatives focused on omnichannel engagement, contact centre transformation, workforce productivity, customer self-service and AI-powered service operations.
- Help clients understand and adopt the next generation of customer service capabilities enabled by Agentforce, Generative AI and autonomous agents, balancing business value, governance and operational impact.
- Lead pre-sales activities, including opportunity shaping, executive presentations, solution strategy, commercial estimation and proposal development.
- Define Service Cloud target architectures, operating models and transformation roadmaps aligned to business objectives.
- Partner closely with Salesforce and Accenture leadership to build market presence and strengthen our position as a leading Customer Service transformation practice.
- Coach, mentor and develop Service Cloud consultants, architects and delivery teams across the Salesforce Business Group.
We are looking for experience in the following skills:
- Extensive experience leading end-to-end Salesforce Service Cloud transformation programmes and customer service modernisation initiatives.
- Deep understanding of customer service operations, including contact centre and call centre operations, case management, omnichannel service, workforce productivity, knowledge management, digital self-service, customer support operating models, service metrics and performance management.
- Proven ability to engage and influence senior executives and conduct strategic conversations with CIO-level stakeholders on customer service technology, organisational transformation and AI adoption.
- Strong understanding of Salesforce Service Cloud capabilities, including Case Management, Omnichannel Routing, Digital Engagement, Knowledge, Field Service integration, Service Intelligence and Contact Centre transformation.
- Experience defining service transformation strategies that combine process improvement, operating model redesign and technology enablement.
- Deep knowledge of Agentforce and emerging AI-powered service capabilities, with an understanding of how agentic AI will reshape customer service organisations over the coming years.
- Proven ability to architect enterprise-scale Salesforce Service solutions while balancing scalability, security, performance, maintainability and operational excellence.
- Strong commercial and consulting skills, including business case development, roadmap definition, executive storytelling and stakeholder management.
- Experience developing industry-leading propositions, offerings and thought leadership in the customer service domain.
- Ability to work creatively and analytically in problem-solving environments, thriving in dynamic and collaborative teams.
Certifications:
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Administrator
- Salesforce Certified Agentforce Specialist
- Additional Salesforce Architect, AI or Industry certifications are highly desirable.
Set yourself apart:
- Recognised expertise in customer service transformation, contact centre strategy or customer operations consulting.
- Experience with leading Contact Centre as a Service (CCaaS) platforms such as Amazon Connect, Genesys, NICE, Five9 or Cisco.
- Strong understanding of the future of customer service in an AI-first and agentic operating environment.
- Active participation in the Salesforce community through thought leadership, speaking engagements or industry contributions.
- An understanding of the CIO, Chief Customer Officer and Customer Operations leadership agenda, including priorities, challenges, emerging technologies and performance metrics.
- Experience helping organisations define the role of autonomous agents alongside human agents within future service operating models.
What’s in it for you:
Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:
- Up to 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
- Family-friendly and flexible work policies.
- Attractive pension plan with financial wellbeing support and resources.
- Private healthcare insurance plan and Mental Wellbeing support.
- Employee Assistance Programme, Career Development and Counselling.
- A range of generous Parental Leave offerings.
Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for. Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities.
As an employer, we will be as flexible as possible to support your specific work/life needs.
Salesforce Service Cloud Lead in London employer: Accenture
Accenture is an exceptional employer, offering a dynamic work culture in London that fosters innovation and collaboration. With competitive benefits like 30 days of vacation, access to fitness classes, and private medical insurance, employees are supported in achieving a healthy work-life balance while also having ample opportunities for professional growth and development within the rapidly evolving field of AI.
StudySmarter Expert Advice🤫
We think this is how you could land Salesforce Service Cloud Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accenture. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accenture before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Salesforce Service Cloud Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accenture:Your cover letter is your chance to shine! Tell us why you want to work at Accenture specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accenture!
How to prepare for a job interview at Accenture
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
