Package Consultant-Sales & Service at IBM

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As a Package Consultant - Sales & Service, you will implement and configure packaged CRM and customer engagement solutions to empower organizations to streamline sales operations, enhance service delivery, and build lasting customer relationships. You will specialize in deploying cloud-based platforms that unify sales, customer service, and support functions, enabling end-to-end visibility and automation across the customer lifecycle. Your primary responsibilities will include: • Configure Sales Pipelines and Opportunity Management: Implement and tailor standard CRM functionalities to meet specific business needs, ensuring effective lead-to-cash processes and sales operations. • Design Service Case Workflows: Collaborate with stakeholders to design and configure service case workflows, knowledge bases, and customer portals that support efficient case management and customer self-service capabilities. • Support Data Migration and User Training: Assist with data migration, user training, and change management to ensure successful adoption and long-term value realization of the implemented solutions. • Deliver Solution Customizations: Apply knowledge of packaged CRM systems to deliver customizations that meet business requirements, working closely with solution architects and technical teams. • Ensure Solution Alignment: Verify that the selected solution supports business needs, aligning with lead-to-cash processes, case management, field service, and customer self-service capabilities.

Required technical and professional expertise

• Exposure to Packaged CRM Systems: Familiarity with standard functionalities and ability to tailor them to meet specific business needs, supporting lead-to-cash processes and sales operations. • Cloud-Based Platform Deployment: Experience working with cloud-based platforms that unify sales, customer service, and support functions, enabling end-to-end visibility and automation across the customer lifecycle. • Sales Pipeline Configuration: Knowledge of configuring sales pipelines and opportunity management systems to ensure effective sales operations and lead-to-cash processes. • Service Case Workflow Design: Understanding of designing and configuring service case workflows, knowledge bases, and customer portals to support efficient case management and customer self-service capabilities. • Data Migration and User Training Support: Exposure to data migration, user training, and change management to ensure successful adoption and long-term value realization of implemented solutions.

Preferred technical and professional experience

• Cloud-Based Platform Expertise: Experience working with cloud-based platforms that unify sales, customer service, and support functions is beneficial. Knowledge of platform deployment and configuration would be an asset in this role. • Advanced CRM Configuration: Exposure to advanced CRM configuration, including workflow design and customization, would be advantageous in delivering tailored solutions to meet specific business needs. • Data Migration and Integration: Familiarity with data migration and integration processes would be valuable in ensuring seamless transitions and successful adoption of implemented solutions.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.