Christopher Grammas Email & Phone Number

Greater New York City Area

Global Implementation and Management of Salesforce• Was one of two individuals personally selected by the Executive Management Team to lead all aspects of the global implementation and conduct the ongoing management of Salesforce; successfully took Salesforce live ahead of schedule and under budget within three months• Collaborated with the Chief Financial Officer, Managing Directors, and Head of Sales for each division within the organization to gather accounting and sales requirements• Migrated data from various systems across six divisions into the global instance• Conduct daily administration of the Salesforce application; remain the primary point of contact supporting over 200 users worldwide• Continue to expand functionality of the system through various enhancements to improve and automate business processes• Develop and publish user guides and lead training workshops for the global user base both on site and via web conference• Manage the full year license sales, professional services and maintenance forecast each week• Assist the Chief Financial Officer and the VP of Financial Planning and Analysis in developing the license sales, professional services and maintenance budget for the upcoming year• Develop and distribute executive and board level reports and dashboards

• Reported directly to the Director of Global Client Support for various special projects in addition to the daily responsibilities of the Client Support Group• Designed and automated weekly progress reports on issues submitted and resolved for both the Client Support Group and the Development Team to ensure that Service Level Agreements were met• Was responsible for overseeing all aspects of client support for 50 top tier clients across both the energy and financial markets; took direct ownership for the most critical issues submitted by these clients, and delegated and supervised the work of eight support analysts in their communications with these clients• Developed and implemented an Internship program for prospective support analysts resulting in several full-time hires for the Client Support Group; led training sessions for interns and new hires• Led recruitment for the Support Group; attended Career Fairs to meet prospective applicants; reviewed resumes and conducted on-site applicant interviews on college campuses• In response to a rapidly growing department, was in charge of creating and implementing processes to ensure a consistent client experience across support analysts

• Provided daily support of the Endur/Findur system to client submitted issues spanning front, middle and back office functions with an emphasis on risk management; was responsible for maintenance of the CRM system, license key management and documentation of test cases; provided on-call client support after business hours• Upon OpenLink’s acquisition of IRM, was sent to their corporate offices in Vienna, Austria to ensure the successful opening of the newly established OpenLink Support Desk for our European client base