PROFESSIONAL SUMMARY

• Around 16 years of IT experience in CRM, management, Staff management, budget management, RFP and developing key relationships across organization, Strategy, Product roadmap, documentation, development, testing, deployment and maintenance of Application software
• Highly capable product manager with many years of experience, proven leadership and strategy skills to promote enterprise mindset and grow company revenue. Lead 5 cross - functional teams to 25% efficiency improvement and $1.2M cost savings.
• Managed a team of 13 full-time technical resources, plus an offshore team and contract resources, over a multiple Unlimited Edition Salesforce org of Salesforce full license and community users.
• Managed multiple instances of Unlimited Edition Salesforce to support Sales and Marketing, Back Office and Customer Service across business units within teh organization.
• Lead initiative to transition development team and internal customers from waterfall to agile methodology .
• Implemented a Salesforce feature prioritization process by introducing a steering committee with stakeholders representing several areas of teh business, as well as a request scoring system based on defined criteria.
• Documented business need and converted functional requirements to Salesforce technical /feature requirements
• Hands on Salesforce Administration experience and managed data integrations with external systems
• Lead teh innovation sprint activities for 8 scrum teams.
• Lead initiative to migrate business from Siebel CRM to Salesforce and SAP CRM to Salesforce.
• Lead collaboration with cross functional team to build enterprise wise solutions and provided Business Case estimation.
• Successful delivery of teh projects right from conceptual phase to teh final product.
• Coached multiple interns and welcomed new talent into teh organization.
• Managed consulting vendor relationships and SOW’s and Project Plans. Competencies

TECHNICAL SKILLS:

Primary Skills / Tools /Features: Salesforce, Salesforce Classic, Lightning , Sales cloud, Service Cloud, Community Portal, Shield, Apttus, Docu Sign, CPQ, Social with FB and Twitter, Salesforce Connect, Draw loop, Demand tools, Data Loader, Informatica Cloud, Data Stage, Mule Soft, Content Management tools - (Brain Shark, Hot spot), Qvidian (Guided selling sales process), Survey Gizmo, Okta SSO, LDAP, DevOps, Oracle, PL/SQL, Web Services (SOAP/REST), RPA, Product roadmap, Customer segmentation and Business development, JIRA, Confluence and Miro board.

Expertise: Enterprise Architecture Roadmap, project implementations & execution, Data Migrations, Application Upgrades, Performance Improvements, Integration between Enterprise Systems, Data-warehouse design, Operational Data Source, MDM, Application Decommissioning, Data Analysis, ETL, EAI, As-Is/To-Be assessment, Architectural GAP Analysis, System migration to Salesforce.

Soft Skills: Client Relations, Team Coordination and Management, Expectation Management, Onsite-Offshore Delivery Model, Agile, Back log grooming, Estimation, Sizing and Scoping, Client Management, Risk Management. Other skills include, Business Development, Technical/functional Analysis, arranging workshops.

Industry Experience: Healthcare, Pharma, Provider /Payer domain, Financial Services, Information Technology, Retail.

PROFESSIONAL EXPERIENCE:

Salesforce Director

Confidential, Woodlands, TX

Responsibilities:

• Managed multiple instances of Unlimited Edition Salesforce for Sales and Marketing, Back Office and Customer Service and Community users across different business units within teh organization.
• Provided various solutions to Customer service teams - Case Management, CTI, Live Chat, Email to case, Web to Case, Survey, Allocation and Ordering Integration with ERP system across business units in US and Canada.
• Liaison for Partner Community portal users.
• Participated with other senior leaders to establish strategic plans and objectives, identify strategic needs and prioritize areas of focus.
• Lead initiative to migrate SAP CRM to Salesforce and implemented ordering functionality by brining cross functional teams together (SFDC, SAP and EAI).
• Inspired teh team to leverage functionality from one Salesforce instances to another salesforce for scalability.
• Planed Salesforce critical releases testing to make sure existing functionality is not broken and make necessary updates for features dat are getting released.
• Conducted Prioritization meetings with Product managers.
• Used Safe Agile Methodology to enhance Salesforce (Daily Scrum Meeting, Planning, Sprint Backlog grooming and Retrospective).
• Lead team during Innovation sprint across multiple PI and was able to bring in solutions for features dat are issues from long time for salesforce users.
• Research, evaluate and recommend tools for Enterprise solutions

Salesforce Manager

Confidential, Woodlands, TX

Responsibilities:

• Manage a team of 8 full-time technical resources, plus an offshore team and contract resources, over an Unlimited Edition Salesforce org of 750 full license and 50 community users
• Align with stakeholders to build a product roadmap dat supports key business initiatives
• Lead teh Salesforce Classic to Lightning initiatives.
• Build teh vision of need for better contracting solution and Lead 1.2 million-dollar project to implement Apttus and Docu Sign for Contracting solution and migrate all Historical contacts into Salesforce, built strategy to lift and shift teh solution into other Salesforce orgs for other business units with in Confidential .
• Lead Salesforce Org strategy to combine Salesforce orgs for one of teh business lines and onboarded Sales and back office teams for better visibility to leadership.
• Lead product strategy meetings to map out end-to-end processes and translate business requirements into technical design
• Worked with business to move from Multiple Sales process into two sales process for better leadership visibility.
• Provided support for Partner community users

SME, CRM Architect and Product Manager

Confidential, Woodlands, TX

Responsibilities:

• Build product roadmap by driving strategy discussion with stakeholders, identified critical business needs and prioritization.
• Lead product strategy meetings to map out end-to-end processes and translate business requirements into technical design /analysis/solutions/planning.
• Document high level feature information and lead teh team to implement all business critical fucntuionality in salesforce.
• Worked collaboratively with multuiple cross fucntional teams to meet busienss needs
• Analysis/Troubleshooting/Support of complex customer issues involving CRM, data, hardware, software and configuration/interfacing.
• Data extractions from source systme & Transformations and Loading into Salesfroce using Informatica Cloud.
• Interface development between CRM & other legacy systems/applications.
• Custom object design & development including customizations including triggers.
• Worked with team to develop triggers, Apex Class, workflows for automation.
• Developed inbound and outbound web service definitions using Informatica Cloud real time integration.
• Participated in Functional Testing, Performance testing & Optimization.
• Liaison between external vendor zPaper (Fax solution) and Salesforce.
• Managed production support during teh hyper care support post migration
• Lead cut over activities during teh deployment.
• Worked with system Admin and infrastructure teams to retire teh old system as per company policies.

CRM Developer and Architect

Confidential, Woodlands, TX

Responsibilities:

• Discussions with customers for requirements/analysis/solutions/planning.
• Interface development between CRM & other legacy systems/applications.
• Custom object design & development including customizations including triggers.
• Used EIM to load data from external source to onboard new business into CRM and developed workflows for automation.
• Developed inbound and outbound web services to interface with customer branding portals.
• Worked on Data warehouse and OBIEE for reporting.

CRM Consultant

Confidential, CA

Responsibilities:

• Technical configuration.
• Interface development between Siebel CRM & other legacy systems/applications.
• Discussions with customers for requirements/analysis/solutions/planning.
• Developed business services and workflows for automation.
• Developed inbound and outbound web service definitions.
• Analysis/Troubleshooting/Support of complex customer issues involving CRM, data, hardware, software and configuration/interfacing.
• Participated in Functional Testing, Performance testing & Optimization.