Women of Customer Success

Member

RafterOne

GearsCRM, PixelMEDIA and Docmation have joined forces to become RafterOne — the Salesforce implementation partner that brings your customer journey under one roof! 

https://www.rafter.one/about

Director, Customer Success Solutions

GearsCRM

Built out a new sales team focused on growing and nurturing existing business in 2019 and continue to lead this team presently (reported to Founder and CEO until GearsCRM was acquired in 2022)
Lead change management activities and champion new processes to align with the strategic vision of executive leadership 
Leverage my industry knowledge and relationships to foster company growth 
Client-facing advocate while coaching and managing the sales team responsible for building ongoing relationships, long term success planning, and the strategic vision for all of our existing client relationship while orchestrating the sale of projects and recurring annual support contracts with our existing clients
Work to ensure our messaging and service offerings keep up with the evolving Salesforce products and ongoing new features released several times a year
Foster cross-practice collaboration to drive initiatives between sales, marketing, delivery, and operations leadership teams

I play a hybrid role, scoping initiatives for prospective clients and then coordinating with the team of Engagement Managers to execute on new implementation and enhancement projects. I am responsible for determining the ultimate solution for the new customer and/or project and communicating this to the Engagement Manager responsible for project execution.

Other responsibilities include: 
Coordinate with prospective clients to design and scope potential engagements for GearsCRM.
Onboard new clients with a discovery session or business process review including both the GearsCRM team and the client team.
Craft Statement of Work documents and Estimates, and coordinate with prospective customers to close the sale.
Apply strong project management skills in overseeing various concurrent scoping initiatives and active projects.

Solutions Architect

Facilitate business process reviews to identify client requirements and processes.
Translate client requirements into salesforce.com design, leveraging best practices and minimizing the need for custom development.
Configure salesforce.com Sales Cloud, Service Cloud, and Force.com solutions.
Develop technical requirements for internal developers.
Effectively manage all aspects of projects and client communications.
Deliver end user training and documentation.

Senior Consultant & Salesforce MVP

Orbitz Worldwide

o	Lead Salesforce solution architect for the Hotel Supply and Strategy instance of salesforce.com with two direct reports
o	Oversees Hotel Strategy Salesforce deliverables for all stakeholders 
o	Full end-to-end project management responsibilities for all projects; from requirement gathering, documentation and development to implementation, training and roll-out/change management
o	Built and maintains OWW customized contract management solution platform for ongoing efficiencies and automation across teams
o	Manage contract migration project: Moving all contracts from legacy CMS into Salesforce in order to have a contract term and visibility
o	Builds loyal relationships across the organization to continuously educate about Salesforce and find more opportunities to integrate and bridge efficiencies for all stakeholders
o	Manage Sales incentive plan, ensuring all parties have the data they need to produce reports and overseeing the deadlines/end dates and system syncs; as well as making sure our technology and tracking align with the business strategies as they change

Manager, Salesforce

Over my time at Orbitz, I have cultivated a deep understanding of the hotel supply business and the salesforce platform. I oversee all Hotel Supply Salesforce deliverables for global hotel supply, strategic account management, revenue management, hotel operations, and hotel supply information management; and function as Solution Architect for the Hotel Supply Instance of Salesforce.

Sr. Salesforce Analyst

Principal Salesforce.com liaison between the business and technology:
- Interact with the business owners to translate business requirements into technical requirements, and ensure the resulting technology is delivered, accurately, and on time.
- Develop a SFDC automation technology maturity roadmap.
- Analyze and resolve SFDC program issues and monitor data quality. 
- Monitor SFDC cloud application capacity, licensing management, utilization and testing.
- Provide technical and project management expertise by directing the planning and implementation of new or improved processes. 
- Continually build on technical and business knowledge. Seek out innovations in process improvement, better utilization of resources, product enhancements, improved communications and faster issue resolution. 
- Oversight of the daily operation of SFDC related to responding to problems and incidents. 
- Break/fix activities and unit testing.
- Release management.

Operational Management
- Benchmark SFDC initiatives against best practices to ensure optimal performance.
- Formulate and conduct training sessions and teaching materials for propagating SFDC knowledge throughout the org.
- Support territory reorganizations of the GHS team with the required data analysis and data update processes.

Other
- Analyze and resolve issues spanning multiple functional areas.
- Effectively monitor and take action to ensure coordination & effectiveness of all components / activities, and decide on issues requiring escalation.
- Manage the review and approval of solution designs, technical specifications, data models and source-to-target mappings.
- Manage and mentor technical staff whose support is needed to build and/or deploy SFDC solutions. 
- Assist in the development of the SFDC strategic direction within OWW. 
- Manage service requests, incidents and change requests.
- Define and establish SFDC technology standards, business process and best practices.

Salesforce.com Administrator, Hotel Supply Information Management

Serve as the Subject Matter Expert for Salesforce.com
•	Managing licenses and user accounts
•	Customizing the application – add/remove objects and fields, change page layouts, maintaining standardized reports & dashboards for multiple regions
•	Maintaining and creating sharing rules, workflows and validation rules
•	Learning and understanding new releases and features introduced by SFDC by working closely with the account-assigned SFDC representative
•	Researching add-ons when/where needed and make a sound decision that is aligned with the department’s strategic goals. 
•	Work closely with IT department if necessary.   This role will also be responsible for group-wide installation, training and providing documentations where necessary.
•	Maintaining the existing training and support documents to keep the contents current
•	Maintaining Sandbox environment
•	Provide in-person or online training sessions when needed
•	Assist the team with ad-hoc requests on reports and dashboards
 
Team Operational Support:
•	Support GVP and the leadership team members with any ad-hoc projects and report requests
•	Meeting & Travel coordination, including organizing events – small to mid-size groups, both internal and external attendees
•	Key communication liaison between the department and company 
•	Build good working relationships with various departments internally as well as vendors
•	Run monthly team conference calls - put together deck, manage invitations, etc
•	Assist HR with any compensation/bonus programs as needed
•	Assist and coordinate training and onboarding of new hires
•	Maintain Wiki pages for the department – creating and modifying contents
•	Distribute incoming leads
•	Maintain up-to-date contacts database and org charts for the department
•	Trade-show booth coordination
•	Purchase office supplies, marketing collateral and giveaways as need arises
•	Assist the team with any general questions they may have

Global Sales Analyst & Salesforce.com Administrator

Lillibridge Healthcare Services

o	Reporting to EVP, Business Development
o	Calendar management and travel arrangements for an executive with heavy domestic travel schedule, including C-suite business partners, client, prospect, and relationship building meetings with multiple parties. 
o	Providing support for multiple people, including EVP Business Development, SVP Advisory, VP Marketing, VP Business Development. 
o	Salesforce.com administrator; first point of contact as SME for enhancement SFDC projects.  
o	Participate in the creation of proposals in response to RFP process.
o	CRM expert for the company, responsible for managing company contact database, fulfilling all requests for contact lists and tracking activities for marketing and business development campaigns. 
o	Track conference attendance and speaking engagement opportunity calendar for the company (in SFDC).
o	Assist with marketing department activities for booth registration, theme display, and general logistics for speaking and conference engagements. 
o	Prepare bi-weekly sales pipeline and department efficiency summary reports, to be distributed to CEO and multiple department heads. 
o	Prepare board meeting reports for the Chief Investment Officer of the parent company (Ventas), including SFDC data. 
o	Processing and tracking expense reports, invoices and check requests for multiple departments (BD, Marketing, and Advisory).
o	Department process refinement, initiating solutions with business development, advisory services and marketing; and acting as liaison in communicating and implementing solutions with full department staff.
o	Lead coordinator and primary contact for the annual Net Promoter Score company initiative project. 
o	Coordinate and implement all activities related to SFDC training sessions, continuous refresher trainings, quick tips and communications; including design and product training materials and user guides.

Executive Assistant and Salesforce.com Administrator

General Growth Properties

o	Dynamics Lease Assembly software administrator (Microsoft CRM Dynamics 4.0 Platform) (went live April 2010). First level support for end users, administer system content, main contact for application support in technical issue resolution and SME for enhancement projects. 
o	Two years as subject matter expert (SME) on the Dynamics Lease Assembly project, worked with the project manager in drafting the current and future state flow charts, implementing immediate process change, writing business and functional requirements, conducting design meetings with the third party consultant firm designing the new software, and head quality assurance tester for all unit phase testing and UAT (including issue log tracking, approving new requirements or initiating change request, and coordinating testing efforts with other project members). 
o	Provide direct daily support for three attorneys/paralegals, including the VP & Deputy General Counsel; duties include drafting and revising legal lease documents, direct correspondence with leasing representatives and mall tenants, scheduling meetings, assisting in research and small project coordination (including packaged deals, exhibit updates, and lease clause language). 
o	Department process refinement, initiating solutions with VP & Deputy General Counsel and acting as liaison in communicating these solutions with the department. Answer daily questions for entire department regarding process, knowledge management and lease data content control. 
o	Training all new employees hired in the department (created 300 page department process training manual from scratch in 2006).
o	Conducted department training and created user guide for Dynamics Lease Assembly, and continue to provide refresher trainings and communications. Also work to train the IT application support team on how Dynamics is used and what issues would be handled by support.

Sr. Legal Administrative Assistant / Lease Process Administrator

Ticor Title

o	Assistant to office manager; help conduct closings and policy corrections
o	Answer 13 line telephone system, directing and assisting over 50 incoming calls per hour
o	Input closing figures for customer bottom line amount for 20-60 closings per day
o	Customer service relations with lender, mortgage brokers and customers
o	Receive funding authorization, document approval, and property tax research
o	Lender contact to confirm and schedule closings, and discuss document and pre-closing issues

Closing Coordinator / Administrative Assistant

Chicgo Franchise Systems, Inc.

o Restaurant management training, including pre-opening duties and transfer of ownership requirements
    o Served as liaison between printing company and Franchisees for print material and uniform orders
    o Advertisement layouts and proofing, including daily radius mailings, print setup and execution
    o Marketing companies main contact and provide customer service to Franchisees and vendors

Marketing Associate / Administrative Assistant

EAP Recovery

o Customer service for major accounts, providing solutions to sensitive issues
   o HR duties, including scheduling and conducting interviews and processing paperwork
   o Inside sales, calling on dormant customers
   o For the last five months of employment continued working weekends for data entry and creating forms for management while
        attending school and working at CFSI.

Administrative Assistant

Hines

Vendor contact, filing, and insurance tracking
   o Answering telephones with over 50 extensions, helping with tenant inquiries
   o Major mail merges daily, proof reading, and monthly report
   o Building engineer dispatch and place work orders

I’m obsessed with helping people create positive change in their organization. Mindset, focus and approach makes or breaks technology projects: because any large organizational or departmental change is about people, and the people side of change is messy!

If you are a company that is a Salesforce customer or Salesforce professional that works for a company that would be willing to host an intern for 20 hours I would love to hear from you. 

Your company doesn't need to pay them. We will get them paid for their work. 

You find 20 hours of work, even if it's in a Sandbox working on some side tasks that's totally fine. The important thing is that they get real Salesforce work to do and have guidance from someone to help them along. 

Why? Because there is a gap between Trailhead and the real world and we need to get talent access to the real world and they deserve to be paid. We understand it takes effort to host them, the exposure and experience is your gift, getting their time paid for is ours.  

Feel free to comment or DM me if your company could be a fit to give back in a MASSIVE way!

(Note that this isn't a call for interns, this is a call for interest in getting an intern into your company for a 20 hour max effort)

Melissa VanDyke

We were thrilled to partner with Rochester Electronics, LLC to support their digital transformation utilizing Salesforce Commerce, Order Management, and more.

To hear more about the impact of this implementation, join Linda’s upcoming webinar with Salesforce on how the company is driving revenue and streamlining their post-purchase experience with Salesforce. https://lnkd.in/gss_iNJf

Thank you to Linda Monroe and the entire team for your amazing collaboration.

Elevate your business with us! https://bit.ly/40C1ZNs

#Salesforce #OmniChannel #Ecommerce #OrderManagement #OMS #SuccessStory #Testimonial Salesforce Partners

Come join my team! Lube-Tech is looking for an experienced E-commerce engineer to help build out our B2B and B2C storefronts. This is a full-stack role, working on the data layer, integration development as well as storefront UI and ordering capabilities. While BigCommerce and Azure are the primary platforms, this role will also get exposure to our Salesforce and ServiceNow platforms. Lube-Tech is a great company where we try to make tomorrow a bit better than today - and we mean it!

recruiting2.ultipro.com

Web Link

As Salesforce professionals, we understand the importance of making transformative changes in organizations. However, rolling out change is never easy. What are the greatest struggles you experience in this process?

To be an effective Agent of Change, we must be curious about the potential of change instead of just focusing on the "ask." We must bring clarity to complex or unclear goals and focus on what we can control now, and next, and next... 

Communication and collaboration are key, and we must help our team, co-workers, and clients to focus on and define the right next actions. 

Embracing a shared vision everyone can rally around by focusing on desired outcomes is essential. We must have a plan, be intentional, and understand influence, while showing up with authentic intentions and curiosity.

It’s not easy, we all know this. 

While we all leverage the best platform available for implementing transformative change as a profession, there are endless opportunities for us to level-up and step-up how we show-up. 

Bringing value is the name of the game, and embracing the concept of being an Agent of Change can bring clarity and an action oriented mindset! 

What are your thoughts on being an Agent of Change? Share your experiences and challenges in the comments below. #Salesforce #AgentOfChange #TransformativeChange #Collaboration #Communication #SharedVision #Clarity #Intentionality #Influence #Curiosity #NextActions #DesiredOutcomes

We all know successfully implementing change is never as simple as we hope. It requires participation from many levels and a lot of different skills and perspectives along the way. So when projects do go well it is because everyone is rallying around the same vision, actively collaborating and consistently leveraging effective communication strategies.

In my view, this means the majority of the people on the project were showing-up, stepping-up and in many cases leveling-up in real time. We do this by focusing on all the things we can control.

In fact, many quotes from Albert Einstein are related to how we choose to show-up and highlight how much control we have in where we focus our attention: 

“Strive not to be a success, but rather to be of value.”
“A person who never made a mistake never tried anything new.”
“We cannot solve our problems with the same thinking we used when we created them.”
“If you can’t explain it simply, you don’t understand it well enough.”
“If I had an hour to solve a problem I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”

If you are interested in exploring these topics further, and how following a few simple exercises could help you level-up your ability to influence and impact success in your work then check-out the first Investigating Change Workshop here: https://lnkd.in/gGh-kwcw 

Let me know if you find these solo-workshop exercises helpful by posting in the comments! 

#change #mindset #workshop #salesforce

melissavandyke.com • 3 min read

Investigating Change: Workshop 1

“Progress is impossible without change; and those who cannot change their minds cannot change anything.” - George Bernard Shaw 

Today, let’s see what happens if we choose to see a new perspective— ask someone for their input, ask a question you would typically be too hurried to ask, look at something from someone else’s point of view! 

#mindset

Change is a ripple. Every action we take impacts others. When it comes to successful change, it's not just about technology and process and adoption and roll-outs. It's about people coming together, bringing their unique skills and perspectives to the table to deliver solutions that solve for new business outcomes. This includes leaders, builders, experts, and users. Let's work together to investigate how we can do this better. Check out this read on investigating change: https://lnkd.in/gpdFb7GT 

#change #salesforce #awesomeadmins #changemanagement

“Conversations are the smallest units of change.”
-unknown(?)

Where our energy goes, our focus goes. 
Here is to focusing on what we can control. 

#mindset #change

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