Mark Kramer Email & Phone Number

Indianapolis, In, Us

Southlake, Texas, Us

Responsible for the successful delivery of enterprise-level Salesforce projects to state government agencies.● Direct the activities of the implementation process to ensure the success of all project deliverables.● Serve as the primary contact for the project stakeholders and team members.

Consulting company focused on assisting businesses and non-profit organizations in the areas of project management, strategic planning, process improvement and the efficient use of customer relationship management (CRM) technology.• Veteran of multiple CRM systems including Latitude and Interpose ACE with associated products and services that encompass telephony, interactive voice response and several data management services within the financial services industry.• Established standardized PMO procedures and templates tailored to establish consistent project methodology.• Provided an analysis of the CRM technology and business processes of a $52M financial services company that led to a utilization plan to maximize system and process efficiency.• Led a non-profit organization in the development of a strategy and marketing plan for the delivery of coaching services for parents.

Chicago, Il, Us

Primary project manager for the project and customers teams to ensure the successful delivery of Salesforce CRM projects to large, state government agencies and the establishment of the company’s PMO practices and reporting methodologies.● Serve as the primary project leader and stakeholder contact for a large Salesforce implementation for a state government agency responsible for the oversight and regulation of the medical, property and life insurance industries.● Performed business analysis activities such as building requirements, drafting stories with estimates and testing.● Establish PMO standard operating procedures for Performance Tracking and Reporting, Status Reporting, Risk Management, Change Management, Scope Tracking and Meeting Cadences and Project Planning.● Solution supported 90 internal users and 45,000 external users using Salesforce Service and Experience Clouds.

New York, Ny, Us

Responsible for the successful management and delivery of front office transformation projects using enterprise-level, cloud CRM software products. Served as part of a management team that lead a $2M Global Process Excellence project focused on aligning 9 global offices and teams on a common front office operating model for marketing and sales.• Guided the efforts of the global leadership teams in discovery sessions focused on gathering current state analysis including process gaps, strengths and weaknesses.• Collaborated with the teams to prepare the necessary documentation for the Global Leadership meeting and high-level transformation plan.

Indianapolis, Indiana, Us

Responsible for the successful delivery of Salesforce CRM services and products to customers in a variety of industry verticals through the consistent application of industry-leading project management and software development practices. Led the establishment and ongoing improvement of the company’s project management organization (PMO).• Developed multiple project artifacts including SOPs, evaluation and tracking processes designed to track and support project governance and standardization based on industry best practices.• Built multiple presentation and reporting templates focused on effectively updating stakeholders• Configured the architectural structure for data-driven project tracking on the Salesforce platform including resource utilization, forecasting, deliverables, budgeting and status reporting.Managed multiple, cloud-based CRM software implementations and services to customer in variety of industries. Accountable for successful project execution and customer satisfaction.• Projects incorporated various Salesforce products including Sales Cloud, Marketing Cloud, Consumer Goods Cloud, Commerce Cloud, Pardot, Einstein and Experience Cloud. • Served as program manager for a large, enterprise-level customer deploying a global strategy for a digital transformation their marketing and sales organization.• Provided guidance and tracking for multiple consulting vendors engaged as part the overall program.

Teaneck, New Jersey, Us

Responsible to provide project management services to a global-enterprise, cloud-based CRM software customer. Direct report to the managing director leading the IT process transformation supporting an enterprise company divestiture.Provided project leadership to the sales enablement team that provided sales tools and CRM support to the global sales operations and field sales teams.• Built processes and reporting to track project performance across various phases of project delivery.• Assisted in the in the management of multiple workstreams that supported the company CRM initiatives.• Provided guidance on best practices and operational excellence to the Salesforce support team.

Bangalore, Karnataka, In

Responsible for the implementation process of enterprise-level, cloud CRM software products within multiple industries including financial services, media, publishing, energy, retail, consumer goods, telecommunications and higher education. Accountable for successful project execution, ROI and customer satisfaction.Directed the activities of multiple, complex CRM software projects for local, national and global customers.• Project portfolio represented stand-alone to multi-level initiatives that ranged from $100K to over $3.5M and supported enterprise program initiatives of over $10-20M.• Projects included business strategy, software delivery, organizational change management and support.• Areas of responsibility included staffing, project planning, budgeting & forecasting, project performance (scope, financial, timeline), status reporting, contract preparation, meeting facilitation and presentations, business requirements gathering and stakeholder communications.• Technical implementations focused on the Salesforce cloud ecosystem including Sales, Service, CPQ & Contracting, Marketing and Financial Force (PSA).Led multi-skilled, global project teams in the timely and accurate execution of project deliverables.• Remote teams consisted of 5 to 30 members composed of direct reports, customers and contractors.• Guided project teams through SDLC processes including planning, business analysis, development, deployment and quality assurance for CRM solutions.• Conducted interviews for project roles (internal resources and contractors).• Evaluated team and individual performance providing both verbal and written feedback.• Served as a Regional Ambassador that led internal teams in multiple charitable outreach programs.• Partnered in the overall account management effort focused on growing long-term customer relationship through on-going project engagements.

Indianapolis, Indiana, Us

Responsible for the strategy and tactical operations of the Application Development and Information Technology Departments. Served as a key member of the executive team that led a major company turn-around, growing revenue by over $26M and headcount by over 50% with significant growth in EBITDA in 3 years.• Managed the department cost center with an operating budget of over $1.3M and capital of over $5M.• Managed a departmental change effort resulting in an $800K department transformation.• Implemented a new staffing model that reduced staff over 40% producing $300K in operational savings.Responsible for all staff, projects, operations and compliance initiatives for the IT Applications Department.• Led a team of 11 CRM/IT specialists that supported over 450 production users in a call center environment.• Developed processes for governance strategies that ensured compliance with industry and security regulations including: CFPB, FISMA, FDCPA, PCI, HIPAA, FCRA, GLB, NACHA and TCPA.• Principal coordinator for all disaster recovery, business continuity and IT compliance initiatives. • Achieved 99% system uptime for over 3 years, supporting over 1.4 million consumer calls/month.• Accountable for the security of personal data for over 2 million consumers.• Responsible for the monthly processing of over 3000 data files achieving an error rate of less than 1%.

Anderson, In, Us

Adjunct faculty member responsible for lesson plan preparation, classroom management and student project evaluations.• Taught Strategic Planning, Economics and Marketing to an average class size of 25+ students in a non-traditional bachelor of science degree program focused on leadership.

Muncie, In, Us

Responsible for all aspects of specialized service and relationship management focused on building customer partnerships. • Directed multiple account strategies to rescue in-crisis customers, that led to over $7M in sustained annual revenue, $3M in additional sales and securing the brand position among the company’s largest customers. • Led large scale, multi-phased projects and customer success programs that led to sustained revenue realization and high levels of customer satisfaction.• Trained customers and internal staff on software products emphasizing business and industry best practices.

Responsible for the account management, sales and customer success activities for industrial and commercial customers.• Led a team of 10 account managers focused on revenue growth and customer success.

Bachelor Of Science, Mechanical Engineering Technology

Master Of Business Administration - Mba, Business Administration And Management