Job Summary
The SAP CRM Functional Consultant will support and enhance a global SAP CRM and customer service ecosystem, working closely with business stakeholders across Customer Support, Field Service, Spare Parts, Sales Operations, Finance, and IT. The role will provide functional leadership across SAP CRM Service, Customer Interaction Center (CIC), Service Contracts, Installed Base Management, and related customer service processes. The consultant will gather requirements, lead workshops and solution design activities, configure CRM solutions, support integrations with SAP ECC and S/4HANA, and deliver enhancements, rollouts, upgrades, and transformation initiatives supporting global service lifecycle management.
Key Responsibilities
• Gather and analyze business requirements from Service, Sales, Support, and Operations teams.
• Translate business requirements into functional specifications and solution designs.
• Lead workshops, fit-gap analysis, design sessions, and solution reviews.
• Configure SAP CRM to support business processes and organizational objectives.
• Configure and support Service Requests, Service Orders, Service Confirmations, Service Contracts, Warranty Management, Installed Base Management, Complaints, and Returns.
• Optimize service processes supporting global customer operations.
• Support SAP CRM Customer Interaction Center (CIC) functionality.
• Design and improve case management and customer support workflows.
• Enhance customer experience through efficient ticketing and issue-resolution processes.
• Support field service operations and customer engineer dispatch processes.
• Collaborate with service organizations to improve work order execution.
• Integrate CRM with mobile and field service applications where required.
• Work with SAP ECC and S/4HANA teams to support SD, MM, FI/CO, Service Billing, Pricing, and Order Management integrations.
• Support end-to-end Quote-to-Cash and Service-to-Cash processes.
• Lead CRM enhancements, rollouts, upgrades, and transformation initiatives.
• Prepare functional design documents, test scripts, training materials, and deployment plans.
• Support SIT, UAT, cutover, hypercare, and production support activities.
Required Qualifications
• 15+ years of SAP experience.
• 12+ years of SAP CRM functional consulting experience.
• Experience delivering multiple full lifecycle SAP CRM implementations.
• Experience supporting global enterprise environments.
• Strong hands-on experience with SAP CRM Service.
• Strong experience with SAP CRM Web UI.
• Strong experience with Customer Interaction Center (CIC).
• Experience with Service Contracts, Warranty Management, and Installed Base Management.
• Experience with Lead and Opportunity Management.
• Experience with Complaints and Returns.
• Experience with Sales Order Management.
• Experience with SAP CRM integration with SAP ECC and SAP S/4HANA.
• Experience with CRM-SD, CRM-MM, and CRM-FI/CO integrations.
• Experience with CRM Middleware and related integrations.
• Experience with SAP Cloud Integration/CPI.
• Strong business process analysis and stakeholder management skills.
Preferred Qualifications
• SAP S/4HANA Customer Management experience.
• SAP Service Cloud / C4C experience.
• SAP CPQ integration experience.
• Field Service Management (FSM) experience or exposure.
• Semiconductor manufacturing industry experience.
• High-tech equipment manufacturing experience.
• Experience with spare parts and logistics operations.
• Agile delivery experience.
Notes:
Mandatory Areas
Must Have Skills
Skill 1 - Configure SAP CRM to support business processes and organizational objectives
Skill 2 - Support CRM Interaction Center functionality
Skill 3 - Prepare functional design documents, test scripts, training materials, and deployment plans.
Good To have Skills -
Skill 1 - 12+ years of SAP CRM functional consulting experience
Mandatory if Applicable
Domain Experience (If any) - SAP CRM Consultant
Toolkit Management
Must have Certifications - NA
Location - Santa Clara, CA
Onsite Requirement - Yes
Number of days onsite - 5 Days
