Own project delivery through full implementation lifecycle on multiple simultaneous projects.Partner with sales to scope projects for clients, building a statement of work based on estimates of time and effort to successfully fulfill requirements.Work with clients to gather key requirements on business processes and data needs on a per-project basis.Develop full migration and implementation plans that address both the tactical and strategic needs of the client.Configure solutions with Salesforce products, as needed to complete project goals.Investigate and implement third-party tools that integrate with Salesforce.

Managed a team of Customer Success Partners, provided mentorship, technical expertise, and resolved client/project issues across the team. Developed and enhanced Managed Services policies and procedures.Oversaw and managed the resolution of critical issues, ensuring prompt and complete resolution of technical challenges and business issues.Led complex managed services engagements, managed timelines, anticipated project risks, resolved issues, consistently met deadlines, and achieved client satisfaction.

Led efforts in analyzing, collecting, and prioritizing client business requirements.Translated client business requirements into technical requirements.Developed, presented, and delivered high-impact demonstrations to prospective customers based on their needs.Consulted with the sales team and prospective clients to dive into deeper technical requirements to scope and estimate engagements.Managed client expectations and maintained communication throughout the course of the project.Completed configuration related to application installation, customization, declarative development, and automation.Communicated complex systems to stakeholders in a manner that enables them to have a common understanding of the project status, risks, and decision points.Conducted user acceptance testing and training sessions.Supported new and junior team members through onboarding, skills development, and internal training.

Managed a team of Managed Services Consultants through coaching, identifying, and resolving client/project issues across the team.Proactively identified areas of need  to strategize and build enhancements to Managed Services delivery.Participated in pre-sales activities, in alignment with Sales and partnership with Director.Led Enterprise Managed Services Contracts, managed timelines, anticipated project risks, resolved issues, consistently met deadlines, and achieved client satisfaction. Developed and maintained technical expertise in Nonprofit, Higher Ed, Sales, Service, and Experience clouds.Oversaw and managed the resolution of critical issues, ensuring prompt and complete resolution of technical challenges and business issues.

Resolved client service issues and skillfully managed complex client service problems.Developed and maintained technical expertise in assigned areas and utilized that expertise effectively to help clients.Oversaw and managed the resolution of critical issues, ensuring prompt and complete resolution of technical challenges and business issues.Completed routine maintenance for client portfolio,Met established Service Level Agreements by performing tasks in a timely and efficient manner

Developed and project-managed the transition from Salesforce Classic to Lightning.Conducted business analyses for the organization, through gap analyses and needs assessments, across multiple departments to determine technological needs.Streamlined the overall architecture of Salesforce, including new master-detail relationships, junction objects, custom objects, and complex formula fields, improving user experience.Overhauled Salesforce security policies and permissions, from organization-wide defaults to profiles and permission sets, and validation rules, increasing data hygiene and organizational security. Created custom Trailmixes to manage user onboarding, training, and adoption, growing the number of users from 9 to 36.Researched, deployed, and managed new technologies to enhance live webcasts and the membership experience through Adobe Connect and LearnDash.Experience with HTML/CSS, JavaScript and SQL.

Led media team in developing instructional materials including infographics, videos, animations, and still imagery.Leveraged instructional strategies according to intended behavioral outcomes, employed appropriate pedagogical approaches specific to adult learning, and developed and evaluated learning objectives, assessment instruments, and exercises.

Managed new technology implementations by performing quality assurance testing and developing new processes and documentation for internal and external users. Consulted with instructional designers and faculty to identify and implement e-learning tools to meet learning objectives.

Resolved complex billing errors Worked on new software implementation on the financial side Provided Spanish-English customer service