OBJECTIVE:

Seeking role as a Senior Program Manager (Salesforce Consulting) or Customer Success Leader (Startup).

PROFESSIONAL SUMMARY:

Confidential has 16+ years’ experience within technology consulting involving CRM strategy, processes and technologies. Strong client - facing skills in performing assessments, requirements gathering, design strategy, configuration/implementation, testing and training. Big 4 experience and strong knowledge of financial services. Confidential ’s experience includes enterprise companies and consumer-focused startups.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco

Project Manager

Responsibilities:

• Responsible for implementing Salesforce upgrade to Lightning and migrating existing instance with added functionality for Sales and Service.
• Managed the Project using Agile within Microsoft’s visual studio/project tracker
• Oversaw Discovery phase and Solution Design efforts through Conference Room Pilots in Denver Business Reqts and Solution Design deliverables were successfully captured and sign-ed off by client within 2 months as part of a 4 month Confidential to get 400 users onto Lightning
• As part of the Agile delivery methodology, Confidential oversaw Global Consulting Firm’s onsite and offshore teams to ensure the project is on-track based on cost, schedule and resources.

Program Manager

Confidential, Atlanta

Responsibilities:

• Responsible for implementing large Salesforce Sales cloud program for Confidential Communications, one of Confidential ’s recent acquisitions. Confidential is moving from Siebel to Salesforce.
• Managed the Project using Agile within Jira.
• Oversaw Discovery phase and Solution Design efforts through Conference Room Pilots in Dallas and Atlanta. Business Reqts and Solution
• Design deliverables were successfully captured and sign-ed off by client within 2 months as part of a 4 month Confidential to get 800 Confidential users on the Confidential Salesforce platform.
• As part of the Agile delivery methodology, Confidential oversaw Global Consulting Firm’s onsite and offshore teams to ensure the project is on-track based on cost, schedule and resources.
• Primary project contact for Confidential on behalf of Global Consulting Firm.

Project Manager

Confidential

Responsibilities:

• Worked with Client executives in ensuring Confidential ’s Salesforce implementations are successful.
• Oversaw efforts to improve Confidential Salesforce training programs.
• Coordinated with teams’ onsite and offshore resources in improving Salesforce operations by implementing enhancements.
• Primary project contact for Confidential on behalf of Global Consulting Firm.

Program Manager

Confidential, Atlanta

Responsibilities:

• Successfully drove Scope, Design and Build CRP sessions resulting in 4 month Confidential .
• Defined and documented business drivers, use case scenarios, process flows and business requirements for cases management/ Confidential call center work-stream.
• Worked with technology architects to explore customized solution options.
• Assisted with curriculum build-out for Salesforce training lead.
• Implemented tollgates to ensure all phases were managed and appropriate business sign-offs took place.

Confidential, San Francisco

Customer Success Evangelist/ Leader

Responsibilities:

• Developed Customer Success programs.
• Confidential managed services/technical teams for startups as part of their Customer Success strategy.
• He helped startups manage large software accounts with leading companies such as Solarcity, Patelco, Copart, Office Depot, and Groupon.
• In addition to developing CS programs, Confidential has grown accounts with large customers and has functioned as the single point of contact on behalf of startup customer success programs. He was engaged across organizations, working closely with Support, Marketing, Product, and Sales teams.
• With his deep product knowledge in SaaS, Confidential has also spearheaded training programs and on-site implementations.
• Additionally, Confidential has leveraged NPS tools to engage customers based on their feedback.

Confidential, San Francisco

Lead Project Manager

Responsibilities:

• Successfully drove Scope, Design and Build CRP sessions 4 week sprints resulting in 5 month Confidential for large High tech firm
• Defined and documented business drivers, use case scenarios, process flows and business requirements for Lead management, Account and Contact management work-stream.
• Worked with technology architects to explore customized solution options.

Confidential

Salesforce CRP and Training Lead

Responsibilities:

• Successfully drove Scope, Design and Build CRP sessions 4 week sprints resulting in 3 month Confidential for large High tech firm
• Defined business drivers, use case scenarios, process flows and business requirements while working with senior client executives
• Reviewed prototypes, solution blueprints, and scope to ensure that needs of the business are being met.
• Led world-wide training content team efforts in revamping Curriculum and rewriting large portions including developing multimedia content for Executive training.

Confidential

Project Lead

Responsibilities:

• Completed a bake-off analysis comparing ServiceNow, Salesforce and Remedy(BMC) as part of Confidential ’s Service Delivery Management strategy. 4-week sprint

Confidential

Program Manager

Responsibilities:

• Helped cross- Confidential project management team achieve process improvements in dependency resolution efforts.
• Worked closely with team planners and client executives on work inventory details and project status reports to client management.

Confidential, NJ and CA

Executive Consultant and Project Manager

Responsibilities:

• Onsite lead overseeing Siebel Deal management application launch supporting 3000 global business users. 10 members of project team were based in India.
• Onsite lead overseeing Field sales application integration with Click Software.
• Gathered requirements and assisted with solution design. 5 members of the project team were based in India.
• Onsite lead w/ CRM cloud strategy project, assisted development team in building MRM prototype solution on Force.com platform.
• Currently assisting High tech client with strategy, training and analytics with global roll-out of Oracle on-demand solution for Field Sales and Marketing.

Confidential, San Francisco, CA

Manager

Responsibilities:

• Managed and lead a team managing multiple Sarbanes-Oxley projects with leading Bay area startup companies.
• He performed IT strategy consulting with private companies seeking outsourcing assistance, software upgrades and assistance with Confidential governance.
• He was responsible for business development activities including Firm partnership with Confidential Corporation and PacketMotion.
• Joint activities were conducted at trade shows and through “LIVE” web seminars.
• He also performed evaluation and walkthrough of Confidential requirements for mobile software company seeking to go public on Confidential

Confidential, San Francisco, CA

Manager

Responsibilities:

• Team leader managing multiple Sarbanes-Oxley, SAS 70 and Outsourcing Risk Management IT projects.
• He led a team of consultants and seniors performing in completion of management test work based on SOA 404 on 6 full life-cycle projects.
• Responsibilities included leading team and managing the SAS 70 preparation process for wireless startup company, which included: definition of objectives, control documentation, control design, preliminary internal testing, and service auditor management.

Confidential

Project Manager

Responsibilities:

• Confidential conducted CRM process reviews for a call center in the IT and Channel Management Division.
• He was responsible for ensuring the implementation of continuity of business plans and service level agreements, where he served as a liaison between operations team and technology vendors like external vendors such as Speech works, I-Flex and Interactive Intelligence. He implemented daily MIS reports with the key criteria of customer metrics aggregated using Siebel. conducting audits of IT activities as a member of Information Security task force
• Involved in implementation of IT security framework based on BS 7799 standards.
• The software environment included: Siebel, Windows NT, Speechworks, Confidential IP Software, and Interactive Intelligence