Reporting to the head of the Salesforce platform, responsible for owning and delivering complex solutions on Salesforce and Heroku platforms as well as managing two technical teams.In charge of the architecture and design of complex solutions and their components (e.g. custom development, integration, security), ensuring the defined requirements and expectations of the business were accurately met, accountable for platform performance, stability and security and its monitoring.Achievements: Implemented & Managed KONE’s Salesforce 2020+ Operational Program• Ran 21 projects over 18 months, some concurrently • Implemented 6 major initiatives and added 6 new solutions to KONE landscape involving market research, demos, vendor negotiations, implementation and training resulting in improved security and platform reliabilitySet up & Managed Teams (solution architects and developers)• Conducted hiring in India, remotely • Organised the review of CVs, skills set validation, interviews and onboarding• Built and managed a team of 6 solution architects and a team of 5 code refactoring developers

Reporting to the head of the Salesforce platform, responsible for the delivery of technical support for the solutions on the platform as well as their developments’ monthly releases.• Worked with several teams to ensure business continuity for the platform• Led the coordination and execution of KONE’s internal Salesforce platform releases, as well KONE’s compliance with Salesforce’s own releases• Managed the service and delivery of tickets logged by KONE end-users with Salesforce Premier Support, set up rules of engagement with Salesforce Support• Liaised with Salesforce technical support team and escalated when necessary.

Reporting to the Nordics & Benelux Customer Success Leader, responsible for the technical success of a portfolio of Salesforce Premier Enterprise customers. Acting as the trusted technical advisor for some large Salesforce customers and ensured they get the most of their investment in the product.Managed a Salesforce Enterprise Customers’ PortfolioWorking with Salesforce customers in the Nordics and Benelux, forging long term relationship and developing a deep technical understanding of their implementation to help them leverage the numerous solutions on the platform.• Based out of Dublin, Ireland, managed a portfolio of around 15 large customers that were using different clouds and products on the platform, embedded in the customers’ technical team and conducting monthly visits• Followed up with the customers’ health score card with no attrition recorded.

Reporting to the EMEA Customer Support Director, in charge of a portfolio of Premier Support customers for the EMEA region to ensure 100% customer satisfaction and success with Salesforce. • Provided best practice advice and recommendations while understanding the customers’ business needs and objectives in order to optimise their use of Salesforce products as well as Salesforce Premier support services• Managed the delivery of Premier Support cases logged by assigned customers and oversaw the resolution of issues• Worked closely with the technical support and engineering teams.

• Monitored calls received by agents to ensure quality of service • Provided training when required• Handled the most difficult cases which involved liaising with specific Salesforce teams globally

• Reviewed translated material such as manuals and in-game audio and text on software products for language errors and inconsistencies

• Translated the technical support website from English into French• Dealt with calls and emails escalated by agents