Bottomline Technologies

Owned strategic initiatives, day to day operations, and overall health of multiple Salesforce platforms and its integrations while supporting and aligning with various lines of business including Go-To-Market, Customer Success and Support, and Finance. Partnered with senior business partners to strategize and prioritize backlog and future requests. Led a global team of business analysts, system admins, engineers, and product ownership while teaming up with project management and system architecture.  Team was responsible for executing a program of work including daily ticket management - supporting internal and external users, small to large sized engagements to optimize new business processes, and error proofing a 20 year old legacy system. Assisted in initiation and exploration of Salesforce modernization program with Salesforce, implementation partners, and senior to executive level leadership.

Sr. Director, Enterprise Business Systems (GTM and Salesforce focus)

RafterOne

- Work with leadership to identify areas in need of delivery enablement
- Ensure access to information is readily available and easy to consume
- Compile content from multiple systems and streamline into one
- Work with SMEs to build out training programs for both junior and senior resources
- Ensure teams are continuing to build their skills by providing resources at their fingertips

Senior Enablement Manager, Sales, Service & Core (SSC). (formally GearsCRM)

GearsCRM

- Lead a team of Senior Consultants and Project Managers to deliver successful, on time, on budget, client satisfied, etc. Salesforce.com implementations. 
- Assess employee and project needs based on data driven analysis. Including training, resourcing, and process improvement
- Perform semi annual performance evaluations for direct reports, including yearly goal setting.
- Work with Senior leadership to identify and ensure company initiatives and goals are met
- Ensure monthly billing is accurate and executed
- Act as first point of escalation for direct reports
- Identify and mitigate project risks with team

Senior Delivery Manager

- Lead a team of Delivery Managers
- Oversee the creation and success of the Project Management Office, including management of the Director of PMO and Project Managers as well as define and rollout new processes while optimizing existing operations
- Govern project delivery success for Salesforce implementations ranging from Medium to Enterprise level accounts
- Assess employee and project needs based on data driven analysis. Including training and process improvement
- Collaborate with cross team Executives to ensure processes that promote delivery of on time, on budget, and satisfied client project success
- Assist Executive Leadership team in yearly initiative and planning activities, including organizational structure and process optimization
- Act as escalation point for Management Team

Director of Delivery

- Drive a team of Senior Consultants and Project Manager to deliver successful, on time, on budget, client satisfied, etc. Salesforce.com implementations. 
- Work with Senior leadership to identify and ensure company initiatives and goals are met. 
- Lead the Communities Line of Business charter to provide best practices, thought leadership, industry expertise, and pipeline generating activities for Customers, Leadership, and internal implementation team. 
- Perform semi annual performance evaluations for direct reports, including yearly goal setting.

Delivery Manager

-Participate and assist in final design with Solution Architects
-Partner with Client to deliver best approach solutions designed specifically for their organization
-Lead Business Process Review to gather requirements and make best practice recommendations based on findings
-Manage realistic expectations for both Client and Internal Resources
-Implement end to end solution for a variety of projects including but not limited to: Service Cloud -Implementations (Service Console, Case Feed, Live Agent, CTI, E2C, Milestones and Escalations), Sales Cloud optimizations, Custom Object and Process
-Ensure Client’s needs are met with great Customer Service
-Translate business requirements into technical requirements for Internal development team to provide Custom Development (VF pages and Apex) and Integrations
-Collaborate with Internal Developers, Solution Architects, Technical Architects and Business -Analysts to provide Client with expected results
-Manage Change Orders, Project Plans, and Budgets

Senior Consultant/Specialist, SFDC Service Cloud Practice and Communities 

Salesforce Senior Consultant

dynaTrace Software

Acquired by Compuware

-Manage SFDC process implementations, best practices and training to both internal and external users
-Manage standard SFDC processes, including but not limited to: License provisioning, workflow management, custom object and field creation, streamline page layouts and list views
-Manage PRM solution for Channel Management Team
-Maintain Lead Territory Assignments, Sales Teams, and Lead Assignments
-Standardized reporting structure and scheduling
-Dashboard and Report creation to support multiple business functions, goals and results analysis
-Perform business process gap analysis to align processes and systems
-Lead business team through discovery stages of dynaTrace SFDC  merge with Compuware instance by gathering business requirements and system analysis 
-Provide Support and general maintenance in Marketo

Marketing Systems Analyst and SFDC Admin

High Street Partners

- Overall Sales Operations Process and Improvement. 
- CRM Database Management, analysis, object creation
- Create process for RFQ to communicate with Subject Matter Experts via the Sharepoint Portal

Salesforce.com  Initiatives:
- Manage Salesforce.com process implementations, best practices and training
- Ensuring best practices are followed by creating exception reports, validation rules and dependencies within SFDC database
- Built custom processes and objects for company related functions
- Research and qualify 3rd party applications that integrate with SFDC to maximize database capabilities to include all business processes
- Creation and Maintenance of Weekly and Monthly Sales Reporting: BD and Sales Quotas, Channel Management Effectiveness, Pipeline/Forecast, Opportunity Trend Analysis
- Proposed and in progress: Implementation of CPQ database to help streamline quote and proposal generation, reduce need for subject matter experts during sales cycle, reduce inefficiencies, increase sales cycle time,etc.

Business Development Specialist

L.E.K. Consulting

- Produced, analyzed and maintained monthly, quarterly and annual sales reports using Excel spreadsheets and Siebel CRM database

- CRM Database Management: Develop and direct initiatives to improve data quality of the firm’s US-wide customer relationship management (CRM) system, Siebel 7.5, including:
- Manage day-to-day data issues, such as errors, incompletes and duplicate entries
- Coordinate and manage ongoing training for US-wide base of CRM system users
- Run regular and as-needed data queries and reports
- Develop and administer an enterprise-wide data management process
- Train sales support and management  within 5 of the US offices 

- Key Account Planning Support: Coordinate with Head of Business Development, Marketing Manager and Business Development Managers to drive key account planning, including sector and account plan development, data capture, and regular and as-needed activity reporting

- Client Relationship Management: Plan and manage non business development relations with clients including: best practices for client touch, follow up phone calls, quality calls, check ins, client gifts and client feedback.

- LEK Pan Mass Challenge team: Managed and facilitated 200 person Auction event to raise money for 27 person team of riders, coordinated with PMC officials to ensure registrations were set up, fundraising was met and all needs were relieved. Rode a bike for 150+ miles to support Cancer :)

Sales Operations Analyst

Investors Bank & Trust

Manager (5/04 – 7/06)
- Managed a team of 4 FTEs responsible for nightly data entry of IBTs FA pricing
- Developed and maintain detailed procedures to reduce risk, exposure and redundancy
- Assisted in price automation and information gathering
- Coordinated activities of staff, prepare work schedules, expedite workflow 
- Reviewed and analyzed work for exactness, neatness and adherence to policies and procedures
- Assisted management in providing quality service
- Created streamlined workflows to allow for a more efficient and organized position
- Took ownership for accuracy and inefficiencies
- Played a leadership role in the departments Employee Appreciation program. 
- Developed employee recognition awards and events to build and maintain morale; monetary and non monetary 
- Worked with employees who are interested in volunteer opportunities both through leading the Community Relations team and at an individual level
- Maintained weekly and monthly management reports 
- Implemented an employee error trending database; produce trending reports weekly and monthly
- Built and maintained departmental intranet

Proof and Control Administrator		(11/03 – 5/04)
- Reconciled daily interest and shares between Fund Accounting’s operating system and the Transfer Agent’s shareholder record keeping systems.
- Reconciled cash accounts to prevent the aging of outstanding discrepancies
- Monitored and Tracked all incoming money into Distribution DDA Account.  
- Reviewed all Price and Rates for accuracy.
- Balanced, Recorded and Distributed all MAS/VISA redemption and distribution checks.

Manager, Transfer Agency Pricing

State Street Bank

- Booked daily trades to State Street’s MCH system
- Responsible for keeping track and clearing of cash expectations in a timely manner
- Contacted clients with any trade issues 
- Updated client with cash flow reports throughout the day
- Reconciled daily discrepancies
- Worked on process improvement for daily functions

Account Controller (Fund Accounting)

As a seasoned professional with 20 years of experience, including 15 years in the Salesforce space, I have a proven track record of success in leading teams, overseeing large-scale projects, and exceeding business goals. With my expertise, I have helped organizations streamline their operations, optimize their processes, and drive growth. I am a strategic thinker, problem solver, and team leader who thrives in a fast- paced environment. My commitment to excellence and customer satisfaction is unwavering, and I am always looking for ways to innovate and improve. My passion for people and technology combined with my business acumen and leadership skills make me a valuable asset to any team.

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