CRM Technology Lead.

Digital and Technology Product Leader driving a multi-year digital transformation strategy for CBRE Advisory and Transactions Broker Teams.

Lead digital channels product management group focusing on AI/ML powered conversational digital assistants, serving customers in both text and voice channels. Driving company-wide adoption of conversational strategies across our product teams to deliver hyper-personalization and provide speed to resolution for our customers, through partnerships with our machine learning and self-help groups.Additionally, continue to drive company-wide strategy for our visual engagement tools which enable cobrowse, screen share and video interactions.

Lead team of Product Managers to deliver CRM and related SaaS based business platforms for Sales, Customer Service & Support experts. Engage business leaders to prioritize web and mobile features, develop deep-customer empathy to gain an understanding of employee/customer needs and lead hypothesis driven experimentation to deliver great employee and customer use experiences related to CRM, Knowledge Management, unified communications and related web and mobile customer-service tools. Involved in the selection and successful implementation of: Salesforce.com Service Cloud, Salesforce Knowledge Management, Salesforce Social Studio, Salesforce SOS mobile video chat, Amazon Connect, Glance (co-browse + agent video), Qualtrics Survey and other related platforms.Implemented solutions, such as TurboTax SmartLook (see link), which drove agent and customer satisfaction scores up significantly

Lead agile development teams in delivering Agent Portal for Customer Service & Support agents, and Customer Self-Service capabilities available to Business Units. Engage business leaders to prioritize features, conduct user research to gain a deep understanding of employee/customer needs and lead hypothesis driven experimentation to deliver great employee and customer use experiences related to CRM, Knowledge Management, Unified Communications and Customer Self-Service. Gain a deep understanding of emerging industry and technology trends to guide the application of technology solutions to improve and transform processes, as well as drive the evaluation, selection, implementation and adoption of complex, high-impact new technology platforms. Develop relationship with key suppliers and deep understanding of macro environment technology trends to define future product strategy and investments. Develop and deliver ongoing success metrics for our business solutionsInvolved in selection and/or implementation of: Oracle Knowledge Management (InQuira), Siebel CRM, Salesforce.com Service Cloud, Interactive Intelligence (ININ), LogMeIn (remote assistance), NTR (remote assitance)

Lead a team of Business Analysts who partner with Sales and Care business leaders to define business platform requirements. Develop business cases to drive prioritization and trade-offs across the enterprise. Work directly with engineering teams to deliver features using agile methodology.Conduct user research to gain a deep understanding of employee/customer needs and lead hypothesis driven experimentation to deliver great end-to-end customer experiencesDrive shared vision across the organization on prioritization, business case assessment, requirements/user stories, and standard processes through agile methodology working with engineering and business teams

Directed internal team and independent channel partners on strategic planning initiatives, products and services development, customer support and corporate account sales.

Regional leadership and management of the technical support and services functions.

Software Product Marketing for Design Entry software, Product Specification, Competitive Analysis, Prioritization of Customer Feedback and New Feature Development.

Technical Marketing of Xilinx Foundation Series Software, including gate level simulator, HDL simulators, schematic capture, HDL synthesis and OEM integration.

Technical Marketing of ASIC/FPGA Design software, including gate level simulator, HDL simulators, schematic capture and HDL synthesis.

CMOS / BiCMOS ASIC Design, Customer design consultation, ASIC model development, ASIC flow development. On-site customer support