Salesforce Service Cloud Lead

Overview

In this role you will lead the Salesforce Service Cloud practice within Accenture Song, directing service transformation for major clients. You will shape go-to-market strategy, offer extensions, and mentor delivery teams to drive omnichannel customer service and AI-powered operations at scale. You will engage senior stakeholders and partner with Salesforce leadership to elevate customer service outcomes. This is a high-impact, cross-functional role at the intersection of business, technology, and operating model change.

Pay / Benefits

• competitive basic salary
• annual performance bonus
• equity opportunities
• health and wellbeing benefits
• up to 30 days leave with volunteering days
• family-friendly policies and flexible work arrangements

Responsibilities

• Lead end-to-end Salesforce Service Cloud transformation programmes and customer service modernisation initiatives
• Define and drive the UK Service capability, go-to-market strategy, and growth agenda
• Act as trusted advisor to CIOs, Chief Customer Officers, Chief Digital Officers, and Contact Centre leaders
• Oversee large-scale Service Cloud projects from vision to delivery
• Lead omnichannel, workforce productivity, self-service, and AI-powered service initiatives
• Guide adoption of Agentforce, Generative AI, and autonomous agents while balancing governance and impact
• Lead pre-sales activities including opportunity shaping and client presentations
• Define target architectures, operating models, and transformation roadmaps for Service Cloud
• Collaborate with Salesforce and Accenture leadership to strengthen market presence
• Coach and develop Service Cloud consultants and delivery teams

Key requirements

• Extensive experience leading end-to-end Salesforce Service Cloud transformation programmes
• Deep understanding of contact centre operations and service delivery models
• Proven ability to engage and influence senior executives and CIO-level stakeholders
• Strong knowledge of Salesforce Service Cloud capabilities (Case Management, Omnichannel Routing, Digital Engagement, Knowledge, etc.)
• Experience defining service transformation strategies combining process, operating model redesign, and technology enablement
• Knowledge of Agentforce and AI-powered service capabilities
• Proven ability to architect enterprise-scale Salesforce Service solutions with focus on scalability and security
• Strong commercial and consulting skills including business case development and stakeholder management
• Experience developing propositions and thought leadership in customer service
• Ability to work creatively and analytically in problem-solving within dynamic, collaborative teams
• Certifications in Salesforce Service Cloud, Administrator, Agentforce; additional Salesforce Architect, AI, or Industry certs desirable
• Executive storytelling and presentation to senior stakeholders
• Stakeholder management and advisory influence
• Collaborative and cross-functional collaboration
• Salesforce Service Cloud capabilities: Case Management, Omnichannel Routing, Digital Engagement, Knowledge, Field Service integration, Service Intelligence
• Agentforce and autonomous AI capabilities
• AI-enabled service operating models

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