Reported to the Senior Director of Technical Sales Operations and worked with a team of 50+ to successfully implement Salesforce.com (Classic). Analyzed internal sales support calls to determine areas for system improvement and continued training opportunities.• Supported the conversion and successful launch of a global CRM system from Siebel to Salesforce.com; conducted QA user and production acceptance testing and created sales readiness and training documentation.• Recipient of many in-house awards, including Everyday Heroes Award, Going Above and Beyond (9), Job Well Done (4), Embodying Company Values, Teamwork (2), and Q1 2018 Peer to Peer Award nominee.• Responded to 95.1% of North America Sales Help Desk Support requests with a 99.2% solve rate, and an average initial response time of 3.22 minutes.• Proposal creation assistance, including complex quoting• Maintained and updated Critical Success Factor testing scenarios for quarterly production performance baseline testing

Responsibilities included global sales and marketing resource web page layout, content and upkeep. Administration of global sales incentive programs. Subject matter expert and operations resource to the North America field sales organization with Novell and Attachmate divisions. Provided similar support to the State and Local Government team. Many duties were cross-business unit (NetIQ and SUSE) and had global reach.

Develop and monitor key systems supporting the Americas Sales Organization, including CRM (SAP,) commissions tracking system, account assignment engine, etc. Analyze Oracle reports for data entry. Perform beta testing and provide feedback on system(s) performance and enhancements and help to track and solve errors and failures.

Contributed to policies, development and standards for in-house systems such as lead, forecast and pipeline management, and revenue reporting. Part of cross-functional team analyzing, testing, deploying and training new SAP CRM system.

Served as a single point of contact for the Americas field sales organization for all Siebel CRM related issues as well as training. Provided systems support, analysis, de-bugging and update suggestions for Siebel. Managed account and territory assignments.

Responsible for all aspects of field sales office management. Executed event coordination for the Northeast sales district. Produced forecast and other sales tracking reports.