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20+ years of consulting and honest leadership experience with a strong track record of creating and enabling, high-performing, business transformation teams that expand sales, improve operational performance and deliver outstanding employee and customer experience.A believer in how the employee experience combines with the customer experience to create a virtuous cycle. Improve one in order to improve the other.Career CRM practitioner with real-world knowledge across Sales, Service, Field Service, Marketing and Customer Engagement.Strategic mindset and technical proficiency which combine to drive business capabilities that improve user experience, adoption, growth and customer retention. Strong Background in operational strategy, consulting operations, program management and facilitation of large groups. Operational Strategy: Strong background in defining and tracking key linkages and connections between program success, user success, operational success and financial success utilizing business capabilities across people, process, tools and data.Consulting Operations: Extensive background in consulting operations across sales, strategy, delivery (assessments, roadmaps, project implementation), methodologies, recruiting, staffing, operational tracking and reporting.International experience working with and building teams across the globe with extensive international travel (living in country) to create and develop project delivery offices in emerging economies.Industry Experience includes:Professional Services ConsultingBiotechnology/Life Sciences/Medical & Surgical DevicesFinancial ServicesComputing/TechnologyConsumer Packaged GoodsManufacturingMedia and Entertainment PublishingTravelKeywords: Trusted Business Advisor, Strategy, Operations, CRM, Salesforce.com, CX, UX, Virtuous Cycle, Customer Experience, Presentation Skills, Leadership, Board of Directors, Product Management, Program Adoption, Transformation, Actionable Strategy, Change Enablement, Vision, COE, Excellence, Teaching, Client Relationship Management, Public Speaking, Capability Modeling
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Senior Director Client ServicesZennifyAtlanta, Ga, Us
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Vp Of Salesforce Innovation And Practice LeadEgen Jun 2024 - PresentNaperville, Il, Us -
FounderThe Hedgecoth Group Apr 2023 - PresentProviding Advisory CRM Services to Build Actionable Strategies, Coaching and Consulting for Salesforce Partners and Utility Consulting to Bridge Performance Gaps for clients -
Advisory Board MemberCloudbyz Oct 2019 - PresentNaperville, Illinois, UsAs an advisory board member, I support Cloudbyz Executive Leadership in the formation of Strategies to advance the company's Vision. -
Vp Of StrategyAtrium Jan 2020 - Jan 2023Bozeman, Montana, UsIn addition to working directly with clients and solving strategic business problems, I had a heavy focus on internal process improvements across delivery while growing and maturing the existing Strategy team from 6 to 20+ in 3 years. Atrium was focused on capability evolution in client environments by delivering insights derived from AI models and analytics in the flow of where work was performed. This required a new way of thinking about project delivery with heterogeneous disciplines all requiring access to data, information and clients.• Conceptualized and personally developed the "Elements of Delivery" interactive implementation framework, which standardized project delivery, increased quality and repeatability, and reduced time to onboard new resources across the entire company. Conceptualized and personally developed the "Elements of Delivery" interactive implementation framework, which standardized project delivery, increased quality and repeatability, and reduced time to onboard new resources across the entire company.• Led a team of 20+ resources focused on pre-sales assessments, strategic roadmaps, and CRM technology implementations working primarily with Salesforce and adjacent technologies.• Collaborated with Marketing to define Atrium go-to-market offerings and collaborated on-site and in calls with Sales to promote and sell Atrium services.• Created actionable roadmaps based on capability evolution over time for clients, which included pre-sales, vision creation, journey mapping, service mapping, value analysis, challenge/benefit analysis, and solution identification/prioritization. -
Vice President, Strategy ServicesAppirio Jul 2016 - Dec 2019Indianapolis, In, UsAccountable for evolving my CRM Strategy delivery team maturity, integration of Appirio and Wipro service offerings and closing gaps in industry go-to-market. Worked closely with Business Development Team to revise selling motions in the field.• Created new delivery methods for Strategy and Technology solutions, and worked with sales for account planning and execution.• Maintained team health, team member career development with responsibility for the Healthcare and Life Sciences industry vertical.• Refined Appirio's Strategy services and methodology, including Assessments, Optimization Strategies, Roadmapping & Planning, Center of Excellence Evolution and Measurement Plans.Notable Accomplishments:• Spearheaded the creation and execution of an actionable Strategic roadmap for a global Medical Device Manufacturer to establish, mobilize, govern and evolve a Center of Excellence that consolidated 23 legacy CRM solutions over 3 years across 8 company divisions and all Salesforce clouds including Sales, CPQ, Service, Field Service with connectivity to custom mobile applications and the corporate medical device cloud for diagnostic applications and inventory control in Hospitals.Recognition/Awards:2019 - Vision Tiger Team - Responsible for creation of go to market model “Closing the Value Gap utilizing 4 success pillars to demonstrate why companies fail to meet expectations during CRM program execution.2018 - Innovator of the Year - Awarded to a single employee annually to recognize contributions that have substantially enabled Appirio to mature as a professional services firm globally. My contribution was the creation of Apprio’s CRM capability model spanning Industry, Strategy and Technology Implementations to ensure Appirio’s Strategy was actionable and measurable.2017 - Virtuous Cycle Tiger Team - Responsible for creation of Appirio’s go to market model to place worker experience and customer experience at the forefront of Appirio’s solution offerings -
Managing Consultant (Crm Strategy)Appirio Jul 2014 - Jul 2016Indianapolis, In, UsUtility player working independently across a portfolio of projects in collaboration with internal resources and external clients. Responsible for developing and executing successful client experience strategies using Salesforce and other cloud based technology solutions to help organizations meet evolving business needs.Utilized deep functional knowledge and industry experience to engage key business stakeholders and identify business challenges, develop solutions, and present recommendations that deliver tangible business benefit.Key Responsibilities• Work with multiple stakeholders, identify the most important client business challenges; conduct analysis, and present strategic solutions that align to the corporate sales, service and marketing strategies.• Lead senior business stakeholders through transformative activities, beginning with discovery and the establishment of a vision and guiding principles through delivery of business value designed at streamlining business processes to achieve optimal performance• Broad knowledge of Business Process Analysis / Improvement, Call Center, Project/Program Management, Sales Operations, Leadership Facilitation, and Change Enablement• Experience with challenging current thought process and status quo of business stakeholders regardless of the audience• Working in conjunction with Strategy leadership, created the Appirio CRM Operational Strategy delivery framework to address the four key areas of Strategy delivery (Vision, Innovation, Value and Planning).Recognition/Awards:2016 - Sales Hero in the ranks (HITR) award - Recognition for establishing the key relationships and program structure for Appirio’s largest client in bookings history.2016 - Project Team of the Year (Stryker) - Recognition to the team that demonstrates the highest quality of program execution and client satisfaction in a 12 month period.
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Vice President Global ConsultingSakonent May 2013 - Jul 2014Denver, Colorado, Ussakonent was acquired by tectonic in 2014• Accountable for the success of all global project delivery quality, resources, methods and tracking.• Reported project profitability, identification and resolution of issues for any projects identified as experiencing trouble to the Executive team. • Accountable for continuous evolution of the delivery organization to ensure project teams have the skills required to deliver projects on time, on budget and with high client satisfaction across the organization. • Accountable for making sure consultants have career paths and a culture is maintained at all times where resources are motivated by challenge instead of fear. • Responsible for making sure offshore management teams are successfully evolving at the expected pace. Spent extended periods of time out of country evolving the delivery, recruiting and retention capabilities of the offshore centers to make continued company growth steady and successful which led to eventual acquisition. • Accountable for reviewing and approving all sales proposals prior to submission to client for solution feasibility and thoroughness.• Authored the Salesforce based application known as Commix which was utilized to facilitate project estimation and drive all operational aspects of project delivery. -
Global Director Of ConsultingSakonent Jun 2010 - Jun 2013Denver, Colorado, UsWorking with companies to better connect and understand their customers via CRM 2.0 SaaS and social networking platforms such that customer interactions are alive and adaptive to conditions, in order to drive sales and enhance the overall customer experience.Responsible for Account Management and delivery of projects of any scale across multiple industries and technology domains.
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Senior PrincipalBusiness And Decision (B&D) Jan 2008 - Jun 2010Paris La Défense, France, FrBusiness & Decision Acquired Inforte Corporation in January of 2008. -
Senior Principal And Technical Project ManagerInforte Jun 2000 - Jun 2010Paris, Fr -
B&D Account Manager/Solution Architect For Alcon R&D AlliancesAlcon Laboratories, Inc. 2010 - 2010Geneva, Switzerland, ChThis was an extended project while working at Inforte -
Case Management Technical LeadGenentech 2007 - 2009South San Francisco, California, UsThis was an extended project while working at Inforte. Worked in this role while at Genentech for the Managed Care Case Management release. -
Developer / Project ManagerCision (Acquired Bacon'S Information) 1993 - 2000Wrote internal and commercial (internet based - early multi-tenet) software utilizing various development languages (VB.NET, C#, ASP, javascript)
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Frequently Asked Questions about Tom Hedgecoth
What company does Tom Hedgecoth work for?
Tom Hedgecoth works for Zennify
What is Tom Hedgecoth's role at the current company?
Tom Hedgecoth's current role is Senior Director Client Services.
What is Tom Hedgecoth's email address?
Tom Hedgecoth's email address is to****@****lth.org
What is Tom Hedgecoth's direct phone number?
Tom Hedgecoth's direct phone number is +131232*****
What are some of Tom Hedgecoth's interests?
Tom Hedgecoth has interest in New Technology, Children, Investing, Science And Technology, Operational Strategy, Health.
What skills is Tom Hedgecoth known for?
Tom Hedgecoth has skills like Crm, Saas, Cloud Computing, Management, Salesforce.com, Consulting, Business Process, Program Management, Strategy, Business Intelligence, Software Project Management, Project Management.
Who are Tom Hedgecoth's colleagues?
Tom Hedgecoth's colleagues are Laura Breese, Bryon Merrill, Aj Otal, Claudine Dixon, Sal Frisina, Anna Knyazyan, Kallen Maher.
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