PROFESSIONAL SUMMARY:

• Team Leadership/Management experience in Sales Operations, Customer Success & Support, IT Applications Management; Industry Experience: Retail, Human Capital, Technology: Expertise in Customer Success—Onboarding, Engagement, Adoption, Retention & Upsells—in SaaS B2B customers of all sizes —ACV, MRR, ARR. click for more Functional Expertise
• 12 years of experience on the Salesforce platform 7; full lifecycle implementations; Business Analyst, Project Manager (Certified Scrum Master) & Salesforce declarative expert (with knowledge of Apex, Visualforce & Lightning) all in one person. Skilled at using best available Salesforceplatform options—configuration, apps, code—for given use case to deliver easy to use product with complex systems integrations available on every device; click for Salesforce Apps & Integration Experience

TECHNICAL SKILLS:

Sales Cloud: Apttus CLM & CPQ, Boulder Logic, Configero, Data.com, DocuSign, Financial Force, Gainsight, InsideView, InsideSales Service Cloud: Cisco, Five9, JIRA, New Voice Media, Steelbrick, Zendesk, Clicktools, FormSite Marketing Cloud: Eloqua, Full Circle, Marketo, Pardot Tools/Integration: Data Loader, Dell/Boomi AtomSphere DemandTools, Jitterbit, FieldTrip, Ringlead, Celigo, ProvenWorks, Flosum, Force.com Migration Tool, DreamFactory/SnapShot, SoqlXplorer, Workbench ERP: Oracle, Invoices For Salesforce, NetSuite/OpenAir

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco Bay Area, CA

Principal Consultant

Responsibilities:

• Consulting on Service Cloud Implementation for Global Consumer Brand - Project in Discovery/Requirements/Design Phase
• Recommended Salesforce Apps and Systems for Integration to scale organization; Wrote all User stories
• Implemented new Partner and Customer Community; designed corresponding case management process for both

Confidential

Consultant & Project Manager

Responsibilities:

• Wrote User Stories for Salesforce1 to prepare for company iPad roll out
• Worked with Business leaders to gather requirements; Optimize customer success and revenue - Wrote initial design document which included integration specs to retail POS system & Oracle Financials
• Recommended Architecture Redesign; wrote corresponding documentation based on existing data model in Salesforce ORG
• Implemented new lead management process with time saving territory based lead assignment rules
• Revised Sales/Opportunity Business Processes for more effective forecasting based on PEERS methodology; Wrote and Delivered Course for Sales Team & Managers

Confidential

Consultant & Project Manager

Responsibilities:

• Project Manager for Apttus Contract Management Implementation; worked with finance & legal to update requirements; performed all configuration, testing & deployment; Designed & delivered for stakeholders
• Implemented Quote approval process for product and services which were previously manual
• Consulted on Service Cloud Implementation with Systems Integrator; wrote BRD & did vendor selection/Jira Integration

Confidential

Consultant & Project Manager

Responsibilities:

• Worked with the VP of Customer Success to maximize revenue generation for all business processes/record types, architected an automated solution with Lightning Process Builder which saved 25+manual steps
• Worked with the CFO to Automate a manual Invoice process using Invoices for Salesforce App; migrated custom object data
• Created a custom Docusign Status and Envelope to enable sales team to send quotes directly from Quote Object but see status on Ops Object

Confidential

Salesforce Admin/Consultant & Project Manager

Responsibilities:

• Managed major Financial Force release while integrating FF & SFDC Profiles reducing administration & increasing security
• Designed all materials for release; Delivered courses to Professional Services Team
• Redesigned SFDC security model for SOX compliance & implemented supporting SFDC governance model

Confidential

Customer Success/Sales Ops & Salesforce Project Manager

Responsibilities:

• Project lead for organization wide project to re-implement 10-year-old Salesforce instance
• Defined project requirements & overall solution architecture; selected vendors, managed relationships and budget Increased
• Automated NetSuite order/invoice and OpenAir hours billing process using the Celigo connector and Apex Triggers
• Improved Organizational Efficiency by 50% (as measured delta between before and after time to complete tasks
• Solutioned a repeatable, scalable quoting process for new business, upsells & renewals in Salesforce with 3 integrations
• Implemented DocuSign with automated PO# creation upon closed won and CFO counter signature trigger
• Designed all materials; Delivered courses for Configure, Price & Quote to Sales and Finance Teams
• Established customer engagement programs which immediately improved upsells to existing customer base by 10%
• Managed quota of 17mm for 2000 customers; improved renewal rate by 15% quarter over quarter
• Hired/managed new team of 5 CS Managers in 3 months; Developed comp plans and managed sales quota allocation

Confidential

Salesforce Project Manager

Responsibilities:

• Defined and Released Salesforce.com Service Cloud Functionality for 100 person call center in two locations
• Improved an existing implementation of Five9 CTI call center software Service Cloud integration
• Led a Cisco CTI implementation projection team through migration & go live
• Designed all materials for project; Delivered courses for in-house and out-sourced Customer Care Teams
• Implemented complex support queue processes and workflow rules based on extensive exception rules
• Implemented Net Promoter based Customer Satisfaction Surveys which improved scores by 25%

Confidential, San Francisco, CA

VP of Professional Services & Customer Success

Responsibilities:

• Scope of responsibility included CS, PS, & renewals; Increased renewal rate: 87% to 93%
• Company Salesforce Consultant: Implemented Marketing and Service Clouds with Customer Portal and Lithium Customer

Confidential, San Mateo, CA

Senior Director of Enterprise Customer Success

Responsibilities:

• Developed/managed all team compensation/Incentive plans
• Created Global Technical Account Management; Premium services generating $11 mm+ in ARR; YoY renewal 95%
• Developed customer engagement programs resulting in unit renewal rate at 90+% year over year & dollar renewalrate 150%+ based on license upsells
• Created scalable, process driven Global Customer Program to drive deal closure
• Implemented Tier 1-3 & SME structure to increase turnaround time & to support 24x7x365 operations
• Implemented domestic & international outsource support vendors to augment FTEs; achieved 40% cost savings and 30%increase in productivity and 50% decrease in case days to close
• Led the selection/implementation of 2 CRM systems—Salesforce.com and RightNow

Confidential, San Francisco, CA

Cloud Talent Management Suite— —Sales Consultant

Responsibilities:

• Led customer discovery calls & product demos adding contribution to $1.5 mm quota
• Managed communication w/Product Management on “At Risk” customers; documented product gaps