Associate Director (Salesforce/CRM for Utilities)

Requirements

• 12–15+ years of total professional experience.

• 8–12 years of experience in the power or water utility sector.

• Strong knowledge of utility customer service operations, metering and billing processes, complaint management, new service request lifecycle, field service operations, and outage communication processes.

• Experience working with IOUs, municipal utilities, water authorities, or distribution companies is preferred.

• Hands-on experience with Salesforce (Service Cloud, Field Service, Experience Cloud) or alternative CRM platforms like Microsoft Dynamics, Oracle CRM/CC&B, SAP CRM, or CIS-integrated systems.

• Ability to convert utility business processes into CRM features, workflows, and solution components.

• Experience collaborating with CRM architects and technical teams.

• Expertise in conceptualizing CRM-driven solutions for utility business challenges.

• Proven experience in crafting proposals, solution decks, demo scripts, and response documentation.

• Strong presentation skills for engaging utility business and IT stakeholders.

• Understanding of CRM integration needs with core utility systems.

• Excellent communication, presentation, and stakeholder management skills.

• Strong analytical and problem-solving abilities.

• High ownership, self-motivation, and ability to work independently.

• Comfortable working in a fast-paced, global, growth-driven environment.

Responsibilities

• Identify industry opportunities where CRM platforms can address power and water utility challenges.

• Support business growth by developing industry-focused CRM/Salesforce solutions, points of view (PoVs), and offerings.

• Build demo storylines, utility-specific use cases, and customer journey flows.

• Design CRM-based frameworks for utility processes including customer service, meter-to-cash, field service, outage communication, new connections, and complaint/claims management.

• Create reusable solution assets such as process flows, reference architectures, capability maps, and value frameworks.

• Lead CRM solutioning for RFPs/RFIs within the utility sector.

• Develop solution narratives, value propositions, differentiators, and proposal response sections.

• Work closely with architects to define integration with core utility systems like CIS, OMS, GIS, and WMS.

• Present CRM solutions in customer meetings, pre-sales engagements, and proposal defenses.

• Participate in client workshops to understand pain points and translate them into CRM solution features.

• Map utility business processes to CRM functionalities and define requirement documents and user stories.

• Recommend best-fit CRM capabilities for utility business scenarios.

• Collaborate with global teams, Salesforce specialists, and solution architects to package offerings.

• Mentor junior team members in CRM and utility domain knowledge.

• Build internal accelerators, templates, and demo assets to strengthen practice capabilities.

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.