SUMMARY:

• Sr. Salesforce executive wif over 15 years of professional customer relationship management CRM, Management consulting, Software development and implementation of CRM solutions wif strong marketing, Project management, Designing and technical skills including 8 plus years of experience in salesforce CRM.
• Salesforce Certified Professional (DEV 401/ADM 201) experienced in different project phases; including business analysis, Enterprise level CRM implementations and management consulting, Client interaction, Security Auditing, Deployment and Development.
• Managing and executing customer relationship management (CRM) roadmap and ensuring it maximizes marketing and sales.
• Solution sales experience selling CRM, ERP and similar business applications to large, complex enterprise organizations.
• Responsible for the implementation and expansion of Salesforce as an employee in a large organization.
• CRM marketing and advertising wifin Sales teams in a fast - pace and highly competitive setting.
• Extensive experience in direct and digital marketing along wif advertising.
• Strong noledge of customer acquisition, re-engagement and retention strategies.
• Ability to create and develop corporate CRM programs and campaigns to maximize user experience.
• Team building and recruiting exceptional talent.
• Team player wif excellent Interpersonal and problem solving skills along wif strong understanding of fundamental business processes.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Salesforce CRM Manager

Responsibilities:

• Managing a team of high performing analysts, administrators and developers leveraging the Salesforce technology and platform to help clients transform their sales, service and marketing capabilities.
• Managing cross-functional teams to implement new applications, technology and provide ongoing systems maintenance dat support various business units.
• Managing work portfolio for various business units.
• Work across organizations, including teams responsible for requirements, project and program management, solution architecture, quality assurance, infrastructure and production support.
• Developing, maintaining and continuously improving the metrics, SLAs of the environments in which systems have been deployed.
• Solving and understanding business and technology challenges related to the implementation of CRM technologies, delivering enterprise social platforms, designing and developing platform based applications dat meet business needs.
• Leveraging acumen to understand business problems, while developing and delivering Salesforce technology-enabled solutions dat addresses the identified issues.
• Driving strategic change into organization and leading continuous improvement planning deliverables.
• Helping ensure highest quality of timely solutions are being delivered per standards of availability, scalability and security point of view; creating standards and guidelines for each aspect of system requirements, ensuring delivering reviewed artifacts and SLAs for services.
• Providing support and maintenance for the services being offered to the business and the environments in which they are offered.
• Working wif software and services vendors.
• Successfully implemented enterprise level migration from Oracle legacy to salesforce CRM application system wif 5000+ users.
• Using marketing expertise to solve business problems and highlight shining ROI.
• Providing inspiring leadership and wisdom to the Team.
• Grow by developing strategic recommendations dat meet business objectives and long term goals.

Confidential

Sr. Salesforce CRM Delivery/Engagement Director

Responsibilities:

• Created and managed overall project plans, including: scope, schedule and budget.
• Provided oversight and governance for enterprise customer implementations.
• Owned the transition and execution of project building, deployment and ongoing support.
• Built and maintained customer relationships.
• Collaborated wif partners and integrated customer teams on overall work-team effectiveness.
• Published internal and customer facing status reports.
• Managed all internal, partner and customer-related project priorities and escalations.
• Actively seek to optimize resource utilization and project billable targets.
• Participated in pre-sales activities and internal initiatives as required.
• Participated in business development wif prospective clients including solution definition, pre-sales, estimating, negotiating and project planning.
• Presented solutions and proposals to clients and prospects.
• Understood business needs and requirements and help turn those goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports and project plans.
• Created work plans, pricing estimates and risk assessments for prospects.
• Actively build a professional network and affiliate network in the local community.
• Successfully manage alliance relationships.
• Participated in key client relationships, growing accounts wifin customer experience practice and cross selling to other areas.
• Worked directly wif business stakeholders to understand requirements, define and optimize processes dat helped drive process improvements to meet business operation needs in Salesforce.
• Provided recommendations for process improvement.

Confidential, Peoria, IL

Sr. Salesforce/CRM Manager Consultant

Responsibilities:

• Created and maintained vision and roadmap for the company’s CRM efforts.
• Worked wif internal and external partners to ensure successful delivery of the CRM roadmap and backlog.
• Defined requirements for the effective use of CRM and its infrastructure.
• Provided direction to agile development team in designing and building future functionality of the CRM tool dat meets marketing and sales objectives.
• Ensured effective sales funnel and efficient sales process of CRM.
• Monitored the effectiveness of current CRM platform and ensured it is fit for the purpose.
• Ensured return on investment through Key Performance Indicators and performance metrics.
• Developed testing strategies for all aspects of CRM to ensure the most effective approach for the company and its products.
• Established and maintained a CRM Advisory team to assist in championing and driving through necessary CRM changes.

Confidential, Little Rock, AR

Sr. CRM/Salesforce Management Lead Consultant

Responsibilities:

• Coordinated internal technology, business development, marketing, creatives, and leadership teams to develop customized solutions for Salesforce growth stack.
• Collaborated wif internal stakeholders to create usage, compliance and ROI reporting.
• Create and drove impactful, data-driven marketing initiatives.
• Developed creative ways to analyze and present CRM insights.
• Trained internal teams in best practice strategies and how to properly use the marketing automation and CRM tools.
• Supported internal teams wif tactical recommendations in the creation of Pardot email templates and salesforce landing pages.

Confidential, Fayetteville, GA

Sales Force Project Manager Consultant

Responsibilities:

• Acted as the customer’s first point of contact for salesforce CRM implementation.
• Defined and managed scope and requirements for the entire project.
• Communicated project status internally and to the customer. Ensured dat any issues which may impact objectives were brought forward and addressed.
• Managed project’s risks’, changes and documentation.
• Established clear objectives for implementation and responded wif urgency to achieve goals wifin project timelines.
• Created and executed project plans to meet changing needs and requirements.
• Identified project teams as well as provided leadership statuses to assure effective completion.
• Managed day-to-day operational aspects of the project, including scope and cost.
• Reviewed deliverables prepared by our delivery team before passing to the client.
• Prepared for engagement reviews and quality assurance procedures.
• Minimized exposure and risk on project through early detection, development of contingency plans and full communication.
• Maintained current and complete project management data and documents in the company database; analyzing and reporting project performance metrics.
• Effectively managed communication across all levels of management (both internally and externally).
• Worked alongside international teams.

Confidential . San Diego, CA

Sales Force Business Analyst/Admin

Responsibilities:

• Interacted wif key business users to ensure requirements and priorities were clearly defined and understood.
• Coordinated wif developers to ensure APEX and Visualforce support customer requirements.
• Ensured departmental visions are supported through proper use of Salesforce technology.
• Monitored and responded to Salesforce related user issues and outages.
• Performed administrative maintenance in Salesforce to ensure proper data collection and efficient usability for users and customers.
• Evaluated license usage and ensured proper and cost effective assignment of license types.
• Assessed Salesforce roadmap and recommended changes.
• Reviewed deployment of new features between Salesforce environments.
• Facilitated bulk data updates and inserts, including interfaces from other business systems.
• Demonstrated willingness to engage wif end users in a highly professional and helpful manner.
• Improved and supported the overall quality and completeness of Salesforce documentation and procedures.
• Occasionally lead small to medium sized projects.
• Worked closely wif the decision makers to ensure functionality met business needs.

Confidential, Oklahoma City, OK

IT Operations Tech Support Manager

Responsibilities:

• Managed support engineers across several streams.
• Served as a resource for employees on policies and procedures.
• Constantly evaluated and refined customer technical support experience to provide best results possible.
• Evaluated and refined technical support staff experience to maximize efficiency while maintaining a high level of positive motivation.
• Defined and collect KPIs to manage capacity planning and escalation management.
• Ensured team met or exceeded service level agreements (SLAs).
• Researched, investigated and routed escalated cases to the best resource.
• Closely interacted wif R&D and product management teams to diagnose escalated issues.
• Managed communications about escalated issues wif other tenable staff and customers.
• Maintained in depth technical noledge of all tenable products.
• Performed additional functions, duties, specific tasks and duties of similar nature and scope as necessary in order to achieve assigned business objectives.
• Established and maintained effective working relationships wif subordinates, peers and supervisors.