Equipping the Salesforce ecosystem to deliver Customer Success with the #1 CRM, focused on Service Cloud and Sales Cloud.

Focus on securing and delivering the most innovative Service Cloud implementations of Salesforce.

Built out Salesforce delivery practice, people, and processes for Cloud Sherpas Central region

Provide Service Cloud and Sales Cloud expertise for enterprise consulting clients and for new business scoping efforts.

Led pre-sales, projects, business analysis, teams, and software implementations for InStranet’s knowledge management product in large banks, telcos and call centers.

* Developed, trained, and managed the Implementation Services team, which is responsible for planning and executing installations of Parlano software in corporate IT environments* Developed, trained, and managed the Customer Support team, which is responsible for supporting Parlano’s customer base on a 24x7x365 basis* Communicated with customers on a daily basis to manage high visibility implementation and support issues and set expectations for resolution and delivery

* Managed a 100-person Global Customer Support organization, which consisted of three domestic and three international support centers. The support centers provided support for 15+ software products* Managed the integration and transition of support operations, personnel, and systems from 30+ acquired companies over a three year period into a consolidated support organization* Supported thousands of corporate Customers, who logged over 25,000 new cases annually* Collected $40+ million in annual maintenance and support revenue* Worked with executive, sales, support, and development personnel to address and correct critical Customer situations* Managed off-shore support and quality assurance team in India* Developed standard service level agreements, wrote the contractual language, developed three-tiered M&S offerings, and authored a Customer Support reference guide for use throughout the Customer’s support lifecycle

Lead numerous strategy-focused consulting engagements.For a large REIT:* Performed strategic analysis to identify, prioritize and recommend future applications and features offered through a REIT-provided web portal to their mall tenants* Managed and participated in completing 8 retailer focus groups and 11 mall manager interviews to identify ways to increase user adoption while developing the format, questions, and documentation procedures for focus groups and interviewFor an energy supplier:* Led strategic analysis portion of a $1 million-plus implementation of a data warehouse for a new residential energy division* Developed objectives, questions and interviewer guidelines used in interviewing personnel from the Executive team to the technical development team* Identified project scope and evaluated impact to key business drivers, such as: revenue, cost reduction, customer retention, customer acquisition, competitive need, and technical feasibility

* Managed ETL efforts for a customer profitability Data Warehouse using Informatica in an Oracle 8i environment.* Analyzed data requirements for vendor selection of an OTC investment replacement system.

* Managed a Data Warehouse (DW) maintenance and enhancement team of 6 people that implemented data model changes into the warehouse, developed required reports and maintained a DW batch schedule using Informatica, PL/SQL, UNIX and MicroStrategy tools* Managed and developed a Data Warehouse batch schedule consisting of 200+ jobs. Reduced DW schedule run time 60% by applying quality improvement methods* Analyzed, designed, and developed customized gap reports for a Lawson Human Resources/Payroll package implementation in an Oracle client-server environment using SQL*Plus, PL/SQL and Pro*Cobol* Developed, maintained and implemented a transition plan for the implementation of a custom developed order entry system across seven cutovers and four site locations for a large pharmacy mail order prescription company* Performed Year 2000 risk assessment, analysis, construction, testing, and implementation for a customer billing system using CoBOL, IMS and JCL for a large insurance company