Kelley Austin is a full-service Salesforce consultancy that helps brands and businesses drive revenue and connect with their customers through the power of Salesforce. We are experts in Sales, Service, Experience and Marketing Cloud and our team has successfully delivered hundreds of projects across many industries. While Salesforce brings customers and companies together, Kelley Austin helps you put plans into action so you can get the most out of your investment.

I have been involved in woodworking since I was a child; learning from two master woodworkers - my father and grandfather. We operated a woodworking and antiques restoration business for many years in the 80s and 90s. I enjoy taking the ideas of my customers and bringing those to life in the form of heirloom quality custom built furniture and fine woodworking in all capacities.Member, Woodworkers Guild of America

Led a team of Technical Account Managers, driving innovation by aligning technical delivery to Customer Success.Established cross-functional alignment with Customer Success initiatives to coordinate customer-driven efforts in delivering verified outcomes.Conduct periodic reviews of TAM engagements and manage a team of TAMs as direct reports to mentor and guide their career advancement.Manages TAM staffing assignments with feedback/input from the TAM team, is responsible for TAM contract renewals, and establishes compensation-based metrics for achieving TAM renewal sales targets.Respected among departments by a demonstrated commitment to a hands-on empowering leadership approach.

Spearheaded a team of technical consultants, guiding their engagements with new and existing Gainsight clients to ensure their usage of Gainsight follows best practices, maximizes adoption, and plans for scalability.Constructed and maintained TAM protocols and standards for customer engagement, including project management, governance, technical reviews, customer communications, and renewals. Established and implemented a TAM technical assessment of scenario-based solution-level exercises to train and enable TAMs to level up, define and revise the TAM competency levels, and serve as Chair for TAM technical reviews.Developed and maintained a rubric grading system for assessing complexity around customer environments to ensure appropriate leveled resources are assigned to appropriate projects.Served as the point of contact for professional services sales to drive up-sell/cross-sell in existing customers.Coordinate TAM resources for onboarding, upgrades, custom projects, and other special corporate initiatives.Exhibited proficiency in all project implementation stages, specifically emphasizing requirements analysis and system/data model design.Utilized a deep understanding of system capabilities and translated business processes into effective software solutions through client discovery, analysis, documentation, and system configuration.Integral positional player in two large enterprise upgrades with PTC and Genesys, resulting in both upgrades receiving high praise from clients and Gainsight.

Oversaw the growth of the Salesforce CRM practice with duties that included partner relations, professional services, sales, consulting, project implementation, training, and support.Conducted dozens of CRM migrations with positive customer satisfaction ratings and applied development and implementation methodologies, including Waterfall, Agile, Scrum, and Hybrid implementation strategies. Acquired industry technical knowledge, including the capabilities of Force.com, Heroku, Sales Cloud, Service Cloud, database integrations, ETL applications, Communities, and analytics applications.Delivered end-user and administrative-level training to ensure user adoption and long-term success with CRM initiatives.Designed and implemented a Salesforce solution allowing for better oversight and management of coordinating VA Pension Benefits between Veterans, the Veterans Administration, and Home Health Care Providers. Served as a Solution Architect for a Salesforce Service Cloud solution to monitor the health and hospital readmittance of patients discharged from convalescent homes.Originated and implemented a Salesforce solution fully integrated with an Electronic Health Records system.Established criteria-based workflow to automate email and direct follow-up with prospective and current patients.Migrated system configuration and data from other database systems into Salesforce.Created a Salesforce solution for the sales pipeline and forecasting management with complex pricing approval matrixes.Participated in a Fortune 100 CRM Center of Excellence committee to construct system architecture, data models, security models, coding/programmatic designs, and document creation in Sales and Service Cloud.

Responsible for the sale of hosted enterprise software applications to a vertical market. Product portfolio includes core software, networking hardware, integrated layered applications, CRM software and internet protocol telephone technology. Increased five-year contractual revenue by $2.1 million, accounting for 12% revenue growth.Continually ranked in the Top Ten by title across the county and Top Five for the region.Completed Miller-Heiman Strategic Selling and Acclivus Sales Negotiations Training.

Managed consultative sales support to commercial tire dealers and end-user customers, and assignments included account management responsibilities of North America's largest private Michelin commercial tire dealer.Provided support through joint sales calls, which increased the new business closing ratio by 50%, and created and led sales programs that led to 10% sales growth in 2009.

Responsible for selling financing plans and programs to automotive dealerships and customer accounts across the Midwest and provided after-sales support to maintain customer satisfaction and loyalty.Increased monthly commercial vehicle sales average from $12.6M to $18.2M in the first half of 2008 and provided a net increase in company profitability of 38%.