Associate Director

2 weeks ago

Remote, India Nagarro Full time ₹ 30 - ₹ 60 per year

Company Description

We're Nagarro.

We are a Digital Product Engineering company that is scaling in a big way We build products, services, and experiences that inspire, excite, and delight. We work at a scale — across all devices and digital mediums, and our people exist everywhere in the world experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in

Job Description

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.

Qualifications

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

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