Robert Bauer Email & Phone Number

Cincinnati, Oh, Us

Boston, Ma, Us

Responsible for establishing the CRM Program at ezCater for the Strategy & Program Management team and IT. I have full ownership over the CRM Program and oversee the entire Salesforce platform lifecycle, from its initial implementation through continuous improvement. I align Sales and Service initiatives to enhance the customer experience and ensure seamless integration across sales, service, and marketing. I also handle stakeholder communication, scoping, program success measurement and serve as the single point of contact with the implementation partner while driving ongoing improvements in customer experience and internal processes.

Glendale, Ca, Us

■ Led product vision, strategy, and roadmap for CRM software platform across the entire customer life-cycle (Customer Acquisition - Marketing → Sales → Post-Sales - Success - Support) and supporting 2,000+ employees. ■ Hired, managed, and coached a full-time and contract team of ~18 (engineers, QA automation engineer, Salesforce administrators, business analysts, project manager/architects) and partnered across Marketing, Data Science, Sales, Finance, Revenue Operations, Billing, Customer Success, Legal, InfoSec, ERP. ■ Drove multiple Salesforce platform projects, launching CPQ+, Billing, Maps & Territory Planning features, reducing tech debt by 40%, implementing release management and backup/archive, navigating IPO/SOX compliance, as well as re-negotiated contracts saving 20% for DocuSign and 15% for Salesforce. ■ Led the agile transformation across the entire IT and Operations organizations: created roadmapping process, Scrum prioritization framework, success metric measurement, QA automation team, speeding user story development by 20% and consistently achieving 95% CSAT from stakeholders.

Costa Mesa, Ca, Us

■ Reported directly to CIO and drove an unprecedented 17 projects in 8 months across the company’s SaaS portfolio including multiple Salesforce Orgs (Sales, Service and Community Clouds and Social Studio); Jira, Confluence, Bitbucket and Bamboo; SharePoint hosted on Office 365 online; SAP Hybris/eCommerce; Concur; and Cornerstone. ■ Managed a team of ~30 full-time and contractors (business analysts, developers, help desk technician). Partnered cross-functionally with Sales, Marketing, Support, Warranty, Finance, HR, Legal, Compliance, Infrastructure, ERP. ■ Completed 360° assessment of the entire Salesforce portfolio of products, migrated to Lightning and improved case management for the Consumer Relations team through automation and improved user interface design.■ Implemented Hybris, an e-commerce solution and integrated with their SAP ERP system, that gave a holistic view into inventory, pricing, and sales coming directly from distributors. ■ Drove the implementation of a Salesforce dealer portal with Customer Community Cloud including shipment tracking automation and claim status tracking.

Walnut, Ca, Us

■ Drove the end-to-end product strategy, roadmap, licensing/contracts, and implementation of Salesforce, DocuSign and Sharepoint applications for the organization. ■ Managed a team of 3 developers, 1 QA, and 1 Salesforce administrator while working closely with executives and stakeholders including EVP of Sales, VP of Marketing, regional sales & marketing, ERP, business analysts, and PMO. ■ Tapped by CEO to turnaround failing projects. Rescued a $3M website redesign project. Aligned marketing agency & engineering team and created visibility around timeline, budget, resourcing and quality control. ■ Revamped Salesforce platform: reduced technical debt migrating to Salesforce CPQ+, implemented security controls and SSO, rolled out DocuSign nationwide with a dynamic contract package saving $1.18M.■ Designed and implemented an automated contract record center on Sharepoint that enabled Audit, Legal, and Compliance to review without needing Salesforce or Docusign license, saving $100K annually. ■ Introduced bi-annual product planning and roadmapping process, drove Agile transformation introducing Jira and Confluence, and created Center of Excellence for the applications organization.

Irvine, California, Us

■ Led strategy and implementation of Salesforce platform as ERP for two separate organizations with 800 users and $4B+ in gross revenue, driving ROI through improved UX and integration with multi-system data & 3rd party apps. ■ Managed 4 Salesforce admins and created project plans and milestones aligning strategy and progress with senior stakeholders including EVP of Sales, VP of Marketing, regional sales & marketing, ERP, business analysts, and PMO. ■ Reduced time to deal close by 30% and increased average deal profit by 13% through automation of workflows built in Salesforce for the Out-of-Auction team.

Irvine, California, Us

■ Successfully launched three separate and distinct core applications along with a renewed integration with SharePoint, resulting in 22% increase to capacity while reducing overhead by 13%. ■ Evaluated and implemented a cloud-based enterprise data management solution (Caspio) that netted an 85% reduction in email traffic and a 95% reduction in server data storage.■ Researched, negotiated, and deployed a mobile content management solution (BigTinCan) to 200+ employees resulting in clearer communications while decreasing issue escalation by 20%.■ Analyzed operational processes, scheduling and performance data to find cost savings averaging over $300K/year.

Irvine, Ca, Us

Communications

General Education