Salesforce Service Cloud Lead

Salesforce Service Cloud Lead

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. Grow alongside our global network of talent and help drive impactful change for some of the world’s most mission-driven institutions.

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. We do this through leveraging deep expertise across sales, service, marketing and operations transformation. With extensive knowledge of Salesforce's industry-leading capabilities, we help clients modernise how they engage customers, empower employees, and drive operational excellence.

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

You’ll hold the following 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.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.