I drive operational excellence and growth by leading Wayside's business systems, revenue operations, and customer enablement initiatives. Working alongside executive leadership, I focus on developing strategies that align our technology stack and operational processes with business objectives while managing teams across multiple operational functions.Key Responsibilities:-Oversight of critical business platforms including Salesforce, Mulesoft, Celigo, Clari (and more) ensuring seamless integration and optimization-Strategic development and execution of revenue operations initiatives-Leadership of cross-functional teams supporting business systems, customer enablement, and facilities management-Implementation of data governance and analytics programs to drive business insights-Management of customer support operations and enablement programsIn collaboration with our sales, marketing, product, and technology teams, I work to identify opportunities for process improvement and create scalable solutions that drive our growth.

-Lead a dynamic team of 27 across multiple departments, including Business Enablement, Customer Enablement, Digital Support, Customer Support, and Operations.-Oversee the strategic management of our major business systems, including our Salesforce, NetSuite, Hubspot, Celigo, Clari, and Pardot ecosystems, ensuring their seamless integration and optimization.-Drive business efficiency and growth through effective operational management of key business systems and platforms.-Foster a collaborative and high-performing team environment, emphasizing cross-functional communication and teamwork.

Leading a dynamic team of 15 spanning three key departments - Business Systems, Customer Enablement, and Sales Enablement: -Business Systems: Directing the strategic use of critical platforms such as Salesforce (Sales, Service, and Experience Cloud), NetSuite, Clari, and Shopify to ensure each solution is leveraged to its fullest.-Customer Enablement: Fostering a seamless onboarding experience, working closely with customers to integrate district and school-level LMS platforms with Wayside's Learning Site.-Sales Enablement: Empowering our internal teams, enabling them to effectively leverage our comprehensive suite of solutions to meet Wayside's evolving business needs and goals.My goal is to always provide clear and comprehensive support to our customers, both internal and external, by focusing on operational excellence and maximized ROI.

• Leading the architecture, administration and team management of a 75+ user instance of Salesforce (Sales, Service, & Experience Cloud), CPQ, Zenkraft, Pardot, and Clari - with a DBSync-powered Quickbooks Online integration and Zapier-powered Shopify integration. Managing all Salesforce-related contract renewals and budgets - as well as all account executive, vendor, and consultant relationships.• Lead the successful integration of AvaTax & CertCapture with Salesforce CPQ to reduce the manual experience for our Sales end-users and automate the collection of sales tax for the organization.

• Deployed Einstein Analytics/Tableau CRM to improve inventory and sales forecasting, as well as implementation of FormAssembly to improve form experience for internal users and external customers.• Implemented Salesforce Knowledge for both internal and external users to centralize Wayside Publishing help and customer support documentation.• Developed and launched a self-service “Customer Support Center” built on Salesforce Experience Cloud, allowing for greater case deflection for our Customer Service team.• Implemented Salesforce Chat and Einstein Chatbot functionality across our new Customer Support Center (Community), corporate website, and student learning site.• Developed a structured annual intake process to determine necessary Salesforce-related changes and improvements. This has led to Wayside Publishing creating a scope of change based on qualitative assessment where we review previous sales year takeaways, then build, test, and deploy changes before the next cycle.

• Partnered with staff members and department leaders to observe and understand business practices and needs throughout the organization. • Audited CRM and database functions, including best practices, usage, and end-user adoption to maximize the current databases (Andar 360 + Salesforce.org), while also evaluating a full migration to Salesforce.org (NPSP). • Developed department-specific training materials and guides to create a culture of accountability and consistency when using the current database systems. • Lead an internal database audit and cleared 1700+ unnecessary/duplicate accounts with an end result of easing internal user experience and reporting.

Ran implementation for Salesforce HEDA with Pardot and Click & Pledge, while transitioning from Campus Management's Radius CRM. • Identified data needs and produced reports, dashboards and other data visualizations to be used in planning, analysis, and marketing.• Managed CRM for all EM purposes; reviewing and updating the system for data collection changes, and maintaining security profiles for accessing data.• Managed data imports and exports of leads, case creation, as well as information to and from external vendors.• Coordinated and managed CRM system documentation, upgrades, testing, and troubleshooting, including maintaining membership in professional associations and listservs to build industry/community support resources.• Compiled data; created, developed, and edited reports; generated statistics; and built dashboards to evaluate system data.• Provided training on CRM functionality and other software tools for use in daily operations, and created processes, standards, and documentation for system usage and reporting.• Utilized system to effectively deliver timely communications to prospects and continuing students, applicants, students, and other buy-in parties, and automate processes as applicable.• Stayed current on Admissions programs and procedures in order to effectively implement the technology required to support programs, data analysis, and reporting and strategic goals.• Stayed abreast of best practices in recruitment and admission and leverage the CRM technology to meet these standards.• Assured the integrity of all system data. • Served as a member to campus-wide technology workgroups and primary EM contact for any future system adoptions or changes.• Served with the community culture in mind.

• Consistently recruited graduate and undergraduate students to meet and exceed enrollment projections.• Thoroughly vetted, interviewed and guided applicants through the admissions and financial aid process in a student-focused manner to ensure consistent service and positive experience.• Focused on team supervision, management, development and coaching to grow up-and-coming admissions staff to their full potential through a hands-on, positive environment. • Provided support to senior-level management in and outside of the Admissions Department.• Promoted to Counseling Programs Liaison to assist with vetting candidates and overseeing the file completion and review for all applicants, while partnering with Counseling Faculty to refine the process.

• Responsible for meeting and exceeding enrollment projections for the campus, presenting the college and its degree programs to traditional and non-traditional students and families, and communicating with applicants through telephone, email and in-person interviews. • Set guidelines and deadlines in admissions process for each individual applicant, ensuring financial aid documents, enrollment agreements, applications, entrance counseling exams, and aptitude profiles were completed on time.• Lead the efforts to develop traditional student recruitment – including college fair attendance, branding & marketing, community outreach, staff supervision, and the campus’s summer transition program “The Summer Bridge Academy.”• Organized and presented at campus events such as the annual School Counselor Breakfast, as well as weekly informational seminars pertaining to campus programs. • Coordinated the implementation of the student information system conversion to SonisWeb’s software. • Initiated and managed the Admissions Office’s social media presence, including campaign creation and administration.