Doug Mark Email & Phone Number

San Francisco, California, US

Leads a team of global Business Excellence and Service Cloud experts who work with Salesforce's largest and most complex customers to successfully deliver on their digital transformation ambitions. Our team works across all major industries and with customers in the Americas, Europe and Asia.

San Francisco, California, US

Engage with top 150 global customers to ensure they realize maximum value from their Salesforce investments. Leverage internal organizational knowledge and relationships to bring the full power of Salesforce to bear for our largest customers. Contribute to the standardization and alignment of strategic customer engagement & value realization methodologies.

San Francisco, California, US

As part of the leadership team for the Service Cloud Practice in AMER within Salesforce's Professional Services Team, our team was responsible for scoping and delivering some of the largest Service Cloud implementations. Additionally the team developed adoption programs, assets and thought-leadership to drive broad-based success for our Service Cloud.

San Francisco, California, US

Lead system architecture, business requirements and implementation success for strategic Service Cloud implementations. Hired, lead and grew a team of architects.

Austin, Texas, US

• Provide leadership, coaching and mentoring to partners as they became enabled on Oracle RightNow CX Application.
• Collaborate with and coach Partners through the design and implementation phase to ensure they are crafting the right solution and meeting client objectives.
• Built an on-boarding framework for new partners to provide delivery guidance which included prescribed product training and delivery methodology.
• Created a 4 week shadowing program that allowed partner resources to participate in our implementations to prepare them for the certification exam.
• Developed a communication cadence with partners to expose pertinent product information as well as any delivery best practices.

Austin, Texas, US

• Provide leadership, coaching and guidance throughout the sales and delivery lifecycle on all Strategic and Partner engagements.
• Provide support to the project team to ensure on-time, on-budget project delivery.
• Work with presale team to effectively position, scope, document and set expectations for requirements for all new work.
• Work exclusively with our largest Clients and Partners on all strategic/high-value accounts.
• Consistently manage teams to deliver projects on time and on or under budget with little or no concession.

Bozeman, MT, US

• Provide leadership, coaching and guidance throughout the sales and delivery lifecycle on all Strategic and Partner engagements.
• Provide support to the project team to ensure on-time, on-budget project delivery.
• Work with presale team to effectively position, scope, document and set expectations for requirements for all new work.
• Work exclusively with our largest Clients and Partners on all strategic/high-value accounts.
• Consistently manage teams to deliver projects on time and on or under budget with little or no concession.

Bozeman, MT, US

• Project Manager on up to 20 projects spanning 10 clients at any one time. Clients include the largest strategic companies.
• Key contributor with expertise in customer experience as well as serving as a technical advisor for our customers, partners and coworkers in the region.
• Ultimate owner for managing project daily activities and customer/partner expectations for teams ranging in size from 5 to 20 resources.

Chicago, IL, US

• Hired, Developed and managed a team of 10 Project Managers and Business Analysts that worked across CRM, ERP/Order Management, Service and Contract Management.
• Project Manager and delivery owner for application outsourcing of IVR with 5 custom voice applications.
• Delivered a disaster recovery strategy utilizing SunGard to ensure business continuity.
• Implemented Genesys Enterprise Routing to provide differentiated service to different customer segments.

Chicago, IL, US

• Project Manager on Motorola CRM Implementation merging 2 existing instances into one common, global application (~1500 users).
• Owned and managed global workforce engagement platform for contact center using Genesys Workforce Manager.
• Detailed requirement gathering for technical projects related to CRM, ERP, and Contract Management for Motorola One-Call Center.
• Project Manager on various customer facing functionality enhancements as well as new functionality to Motorola OnLine e-commerce website.
• Implemented a new customer contact management process.
• Designed CRM classification to simplify and enhance tracking and reporting.

Chicago, IL, US

• Supervised 40 Customer Business Analysts. Responsibilities included quality monitoring, providing feedback and audits of agent cases.
• Designed and built web site for weekly updates linking it to knowledgebase.
• CRM and KB Administrator: Communicated current changes in procedures and policies implemented by the IT department and implemented process for review.
• First point of customer contact - Communicate daily with customers, vendors, employees, dealers and sales representatives to resolve inquiries.