Senior Customer Retention Jobs in Rochester, NY (NOW HIRING)

Salesforce Certinia Senior Consultant
Our Deloitte Customer team empowers organizations to build deeper relationships with customers. This includes supporting their marketing, sales, and service organizations. Post sales activities including service, customer success and professional services is growing in importance because of the role it plays in customer retention and expansion. Across a number of industries including High-Tech, Media, and Energy, Professional Services and Customer Success is becoming a pressing need.

Certinia is a leading provider of Salesforce-based Professional Services Automation software. We are seeing growing opportunity to help our clients implement Certinia PSA and Services Estimator in many sectors where stronger Project and Resource Management capabilities are critical to connecting sales and services processes and supporting more mature operational management and invoicing and accounting processes. 

Recruiting for this role ends on July 30, 2026.

Work you'll do
As a PSA Implementation consultant, your role will be to orient our Professional Services Organisation clients. During the implementation, you will guide our clients to increase their awareness of the resources required to meet the needs of future opportunities, to understand the profitability of their operations and to help them optimise the occupancy levels of their resources so that their activities become more efficient. More precisely, you will:

• Collaborate directly with decision-makers to better understand their business objectives, their reality and their goals in order to create the best solutions
• Act as a trusted business advisor with the client and align business processes with industry best practices
• Design and configure components of the solution following best practices
• Participate in the implementation during each step
• Perform gap analyses and build Certinia PSA roadmaps to address potential gaps
• Work in collaboration with Project Managers, developers, and administrators
• Assist customers during UAT (User Acceptance Testing)
• Deliver Certinia PSA training to the end-user and/or power-user
• Develop your skills through online certification (Certinia Training), shadowing, mentoring and daily interaction with your colleagues and clients

The team
Sales & Service
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Required Qualifications

• 3+ years experience in Salesforce project consulting role
• 1+ years experience with Certinia Professional Service Automation (PSA), Time Tracking Financial and/or Project Management software
• 1+ years experience with Accounting, CRM, ERP and/or HCM system
• Ability to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available
• Bachelor's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience

Preferred Qualifications

• Certinia PSA Certified Implementation Consultant and/or Certinia PSA Sysadmin Certification

• Salesforce Certified Administrator, App Builder and Platform Developer 1 certifications
• Proven expertise in advising and supporting enterprise-scale technical solutions while meeting complex business requirements
• Strong understanding of software development processes
• Analytical mind and excellent communication skills
• Responsible, methodical, organised and thorough
• Knowledge of Agile methodology

Information for applicants with a need for accommodation: [1] https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,000 to $218,000.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Salesforce Certinia Senior Consultant
Our Deloitte Customer team empowers organizations to build deeper relationships with customers. This includes supporting their marketing, sales, and service organizations. Post sales activities including service, customer success and professional services is growing in importance because of the role it plays in customer retention and expansion. Across a number of industries including High-Tech, Media, and Energy, Professional Services and Customer Success is becoming a pressing need.

Certinia is a leading provider of Salesforce-based Professional Services Automation software. We are seeing growing opportunity to help our clients implement Certinia PSA and Services Estimator in many sectors where stronger Project and Resource Management capabilities are critical to connecting sales and services processes and supporting more mature operational management and invoicing and accounting processes. 

Recruiting for this role ends on July 30, 2026.

Work you'll do
As a PSA Implementation consultant, your role will be to orient our Professional Services Organisation clients. During the implementation, you will guide our clients to increase their awareness of the resources required to meet the needs of future opportunities, to understand the profitability of their operations and to help them optimise the occupancy levels of their resources so that their activities become more efficient. More precisely, you will:

• Collaborate directly with decision-makers to better understand their business objectives, their reality and their goals in order to create the best solutions
• Act as a trusted business advisor with the client and align business processes with industry best practices
• Design and configure components of the solution following best practices
• Participate in the implementation during each step
• Perform gap analyses and build Certinia PSA roadmaps to address potential gaps
• Work in collaboration with Project Managers, developers, and administrators
• Assist customers during UAT (User Acceptance Testing)
• Deliver Certinia PSA training to the end-user and/or power-user
• Develop your skills through online certification (Certinia Training), shadowing, mentoring and daily interaction with your colleagues and clients

The team
Sales & Service
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Required Qualifications

• 3+ years experience in Salesforce project consulting role
• 1+ years experience with Certinia Professional Service Automation (PSA), Time Tracking Financial and/or Project Management software
• 1+ years experience with Accounting, CRM, ERP and/or HCM system
• Ability to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available
• Bachelor's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience

Preferred Qualifications

• Certinia PSA Certified Implementation Consultant and/or Certinia PSA Sysadmin Certification

• Salesforce Certified Administrator, App Builder and Platform Developer 1 certifications
• Proven expertise in advising and supporting enterprise-scale technical solutions while meeting complex business requirements
• Strong understanding of software development processes
• Analytical mind and excellent communication skills
• Responsible, methodical, organised and thorough
• Knowledge of Agile methodology

Information for applicants with a need for accommodation: [1] https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,000 to $218,000.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.