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Business Systems Manager Resume

SUMMARY:

  • I have managed and supported some of the main CRM platforms and tools out there including Salesforce, MS Dynamics, Sugar CRM, Sage and other bespoke systems.
  • With both CRM systems and operational support experience I am confident and have a clear understanding of the importance of a well - structured CRM platform to enable users and the business with accurate and quality data.
  • I am a quick learner and practical thinker with a “can do” attitude and ability to pro-actively make decisions.
  • Process focused and detail orientated team player.
  • Smart and presentable with both strong written and verbal communication skills and confident in a client or users facing role.
  • A personal character with strong management skills who can multi-task and prioritise effectively.
  • I am now ready to take the next step in my career to utilise all the skills I have acquired and learnt along the way and look forward to the next challenge.

SKILL:

  • Agile Project Management 2017
  • Qlik Sense (Business Intelligence) 2017
  • Jira system training 2017
  • DQ Global data cleansing software 2017
  • IT Literate - Advanced user with MS office
  • Informatica Big Data Management - CC /2016)
  • Microsoft CRM Dynamics 2016
  • LinkPoint360 Microsoft Outlook integration
  • Pardot
  • Conga Composer
  • Sky Visual Editor and Lucid Chart
  • WordPress CMS experience
  • Google AdWords knowledge
  • Working knowledge of Google Analytics
  • Avention (One Source)
  • Sugar CRM
  • Sage CRM 2009/2012
  • Goldmine CRM 2008
  • Avaya Professional Sales Specialist (APSS) August 2014
  • Microsoft Technology Associate (MTA) 2013
  • VMware Sales Professional (VSP) 2013
  • Cisco CSE Certificated 2013
  • Microsoft Office 365 Sales Training
  • Proficient with SharePoint.
  • Citrix and Cisco Sales training Jan 2011
  • BAPS Bespoke Internal Database system
  • Lloyds TSB Business Finance Manager Course Oct 2004. (2wks FSA Certified)
  • Online VMWare Sales course Nov 2007
  • ACT Database Management course March 2003
  • MS Word Intermediate level course Jan 2003
  • MS Project Intermediate level NOV 2002
  • MS Excel 2000 advanced level

EMPLOYMENT HISTORY:

Confidential

Business Systems Manager

Responsibilities:

  • Responsible for managing the company’s Dynamics CRM platform and BI tool, Qlik Sense
  • Manage a team of 4 direct reports between India and the UK and support a 256 user base across 5 countries
  • Working with global stakeholders to capture requirements, agree prioritisation and supporting the business operationally
  • Management of third party applications, HubSpot, DQ Global, Scribe and Jira ticketing tool
  • Adopting Agile methodology to prioritise, plan and deliver projects and functional changes across the platforms
  • Managing an steering the development team to ensure projects are delivered on time and to specification
  • Responsible for data governance and dealing with GDPR compliance for CRM
  • Implementing new processes and enhancing system performance and productivity by identifying areas of improvement
  • Developing the CRM company roadmap

Confidential

Salesforce CRM Manager

Responsibilities:

  • Responsible for managing CRM platform across Europe for 309 users (1x full time administrator direct report).
  • Management and maintenance of system integrations, e.g. Informatica, Digital Enrolment function.
  • Ensuring accuracy of data, reporting, dashboards, mass-uploads and drive solid user adoption and satisfaction.
  • Design, and implement automated cross functional processes to improve efficiency and productivity across Confidential Europe.
  • Maintaining and creation of accurate documentation and user manuals for revised and new processes.
  • Management and prioritisation of all projects.
  • Analysing and capturing Functional/Non Functional requirements and defining business process journeys.
  • Onboarding and training new SFDC users.
  • Sandboxes and critical updates/release management.

Confidential

Salesforce.com Administrator

Responsibilities:

  • Supporting approximately 150+ users globally.
  • Creation of dynamic dashboards for sales teams, regional and company.
  • Implementation and roll out of new dashboards across business divisions.
  • Ownership of all data related to the performance of Sales teams and marketing.
  • User manual creation for all dashboards.
  • Responsible for onboarding and training new SFDC users.
  • Providing insight, tracking sales targets, and consulting with management on Salesforce best practices
  • Optimising user interface to streamline sales processes.

Confidential

CRM Business Analyst

Responsibilities:

  • Global migration and integration of FTSE Russell business units.
  • Supporting approximately 550 users globally and growing.
  • Responsible for UAT testing.
  • Creating reports, dashboards for business units.
  • Responsible for case management, optimisations and daily Salesforce administration.
  • Creation of user manuals and process change across organisation.
  • On boarding of new users and providing dedicated Salesforce training across LSEG.
  • Providing training across The Confidential Group for Salesforce, Avention and LinkPoint360.
  • Collaborating closely with internal staff, partners and third parties.
  • Communicating effectively at board level and with all key stakeholders.

Confidential

CRM Salesforce Administrator

Responsibilities:

  • Define and document requirements, sales processes and integrate policies.
  • Planning and delivering CRM strategies across the Sales Team.
  • Creating reports, dashboards, and content areas for business unit.
  • Analysis and monitoring of CRM data.
  • Responsible for the administration and maintenance of Salesforce including support and trouble shooting
  • Assess sales process and create and document Salesforce User Manual.
  • Create and document business sales process into flowcharts.
  • Training staff on new processes and how to utilise CRM to its fullest.
  • Input and migration of historical opportunity data from 2012/2013 into Salesforce.
  • Clean up of screen layouts of unused fields within Leads, Trials, Demo and opportunities.

Confidential

CRM Manager

Responsibilities:

  • The implementation of a new CRM system “CallPro” across entire business.
  • Define and streamline the roll out and provide analytical insight for management into the B2B business.
  • Accountable for defining and producing project deliverables.
  • Project management of delivering training sessions to management, end users and super users.
  • Responsible for Testing, ensuring that any system developments are properly checked and tested prior to sign off.
  • Working with 3rd parties and internal teams to specify and develop interfaces.
  • Upload of new database and existing sales and marketing campaigns into new CRM.
  • Implement work flow around individual sales processes.
  • Create reporting and email templates for client requirements.
  • Ensuring that CallPro is embedded as an integral part of the sales process within B2B and that the tool retains managerial support with respect to adoption and usage.
  • Supporting the sales team in areas of development and coaching.

Confidential

Senior Account Manager

Responsibilities:

  • Providing Avaya IP solutions focused on IP Office and unified communications.
  • Upselling of Voice, Video and Data products and services with Shoretel/Polycom and Plantronics.
  • Effectively account manage 60 spending resellers by maintaining regular contact and support.
  • Responsible for the whole sales cycle from quote to order delivery.
  • Building strong business relationships with customers and vendor sales.
  • Negotiate pricing and buying conditions and updating onto CRM tool, Sales force and MS Dynamics.
  • Engage in consultative selling by being a trusted advisor for Confidential customer.
  • Achieve and exceed quarterly sales targets.
  • On boarding of new resellers to appropriate partner status.

Confidential

Strategic Account Manager

Responsibilities:

  • Prospecting and identifying new accounts through website research, journals and database in excess of 500 users.
  • Ensuring leads are correctly assigned to origination campaigns in Salesforce and iCare.
  • Managing monthly and quarterly pipelines and forecasting business accurately.
  • Creating and closing quotes, bids through to order stage on CRM.
  • Confirming proposals with clients to ensure accuracy of requests, noting any changes onto CRM.
  • Building a sales book and client portfolio of accounts in appropriate verticals, selling solutions v transactional products, through qualification, profiling and deduping where necessary.
  • Closing Microsoft Enterprise and subscription agreements within corporate accounts.
  • Achieving and exceeding targets and goals against company metrics.
  • Negotiating pricing daily with manufacturers, vendors and resellers to maximise margins. Utilising every contact available to gain stronger and competitive pricing.
  • Submitting deal registrations onto internal systems.

Database Administrator

Confidential

Responsibilities:

  • Assisted with the roll out of Salesforce across the UK, working closely with the MOJ/Cabinet Office on template layouts and database creation for Salesforce.
  • Develop and maintain the governance, reporting and management processes which will drive a successful Bid Pipeline, qualification and resource bid process Produce the analysis and reporting to track progress whilst putting in remedial actions to keep the bid teams on course.
  • Provide daily/monthly dashboard reporting to key stakeholders and Sales Directors.
  • Creating dashboards for managers and departments.
  • Uploading of raw data into CRM and manipulating excel to generate bespoke reports.
  • Terminating lost bids and tenders on Salesforce to maintain accuracy of pipeline reports.
  • Updating Sales force CRM with new bids and tenders and escalating to next stage of the process.
  • Manage the sales funnel ensuring integrity of data, liaising with BD Directors and business unit leaders to ensure accuracy of data.
  • Engaging with staff on all levels to implement processes to minimise bid delays.
  • Arranging meetings to ensure correct resources were utilised for each tender.
  • Tracking bid submissions and outcomes and reporting back to Director and Manager level.
  • Generating key repots for sales pipeline in general and bid/ tender pipeline to Directors and highlighting any issues with tenders and creating action plans to rectify.
  • Monitoring of all documents and templates to ensure compliancy and governance and libraries were updated.
  • Working with key MOJ contacts to understand requirements around using Salesforce and data protection.

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