I head up a global team of Business Systems Analysts/System Architects/Project Managers and SMEs, including a dotted line to a team of Administrators and Developers. We are the CRM system owners and internal Business Partner to our Sales, Finance, Customer Success, Marketing and Legal teams. We provide industry best practice insights, ideas, and implementations to enhance our system capabilities. This includes Project, Process, and Change Request Management from idea to deployment, primarily related to our SFdC (Salesforce.com) CRM and Case Management system, including a significant number of integrated peripheral systems. All with +1700 internal users and 10s of thousands of interacting end users.

As Senior Manager, Customer Success Operations at Qlik I am the Salesforce.com Service Cloud System Owner, and my team is the internal Business Partner to both our Knowledge Management team, and our Global Customer Support team.We provide insight and ideas from an operational perspective, including analysis of industry best practices to enhance the delivery capabilities.The role is highly operative and involves Project, Process, and Change Request Management from idea to deployment, primarily related to SFdC (Salesforce.com) CRM and Case Management system, including:● Inbound Call Plan design and configuration (Cisco UCCE & NewVoiceMedia)● Transactional survey design and deployment (Qualtrics & Clicktools)● Customer Success survey execution, including NPS● Knowledge Base implementation (KCS)● Service Cloud Console & Case Feed ● Entitlement Management● Live Agent (online chat)

As part of Global Services Operations, I provided insight and ideas from an operational perspective, including analysis of industry best practices to enhance the Customer Support Delivery capabilities.I did Project and Change Request Management from idea to deployment, mainly integrated with SFdC (Salesforce.com) CRM and Case Management system.

In parallel with being Key Account Manager, I drove implementation and configuration of cloud based CRM system SFdC (Salesforce.com) to track leads and opportunities for Sales.With data analysis I provided forecasts and business insight to VP of Global Sales and VP of Business Development.

As Key Account Manager I nursed and developed the relationship between Scalado and Sony Ericsson. This includes identifying, discover, propose, and negotiate new opportunities involving Scalado mobile phone imaging software (Camera and Album).I attended recurring expos such as Symbian Exchange, CTIA, and Mobile World Congress to represent Scalado and to find new leads.With my technical background, I also acted as Technical Account Manager for a number of projects with local SE sites Lund, San Francisco, Beijing, and Tokyo.

As a Technical Account Manager at Nasdaq OMX, I supported the OMX Nordic and Baltic stock exchanges on technical problems, incidents, and system changes in their test and production environments.In close collaboration with the R&D team I conducted analyses and investigations of reported anomalies. I scheduled and managed release upgrades and patching, and had follow up hearings with the Financial Services Authority.This role also included being 24/7 On Call Manager for critical incidents.

As a Technical Account Manager at Obigo, I provided technical support for mobile phone software (Browser and Messaging) on proprietary OS to worldwide customers such as Sony Ericsson, Philips, Lenovo, Samsung, LGE, Motorola, and Microsoft.To help drive business growth I also did Technical Sales Support, Workshops, and frequently answered RFIs.

As a Test and Development Engineer at Anoto, I:● Engineered and documented test cases and test software for automated testing● Executed acceptance testing of Anoto Pen and PC Software● Defined and led the Anoto Paper qualification process● Developed Demo applications

Working as Technical Trainer for Sigma Education, I continuously updated and delivered the Anoto Academy Software Development Kit training for both Java and Visual Basic in Malmö, Copenhagen, Boston, and Tokyo.