Doing the things that Salesforce Administrators do

Providing integration, administration, and operations services to Sales Ops, Revenue Ops, Customer Success, and Customer Support organizations.

• Lead administrator for Salesforce, Outreach, LeanData, 8x8.• Delivered projects as directed by CEO, Head of Sales, Head of Marketing, and Head of Finance.

• Refactored lead lifecycle, territory management, sales pipeline, and conversion processes. Implemented Demand Waterfall.• Planned and executed an inflight migration of the four-year-old SFDC production instance to a brand-new instance which included custom fields objects, workflows, integrations to 3rd party tools (such as Outreach), and all historical data and attachments.• Developed and rolled-out SFDC Lightning experience to sales and marketing.• Designed and implemented SFDC Security policy.

• Led customer-facing on-boarding, retention, and expansion of non-named accounts along with supporting tools and playbooks.• Administered and enhanced the customer success technical stack: Salesforce, Totango (engagement analytics), Wootric/InMoment (in-app CSAT collection), Reculry (subscription and billing), Zendesk, and Jira.• Tight collaboration with Product Management, Engineering, and Operations teams.

• Network performance monitoring SaaS startup with $4 million ARR when sold to BMC.• Led pre-sale, post-sale, and success programs.• Led (cradle-to-grave) delivery of $1 million software and services project to integrate Boundary into the infrastructure of a cloud offering being built by a major European telecommunications company.

Acquired by CA, Nimsoft was a performance monitoring and network management company.• Established processes and quality controls for operational SLA for on Demand delivery.• Defined upgrade/migration paths and project definitions.• Project oversight.

• Trained and enabled the customer success team• Led the Voice-of-Customer initiative

• Architected, deployed, and operated cloud-based (SaaSified) version of Nimsoft’s MS Windows-based on-prem enterprise product. Initially deployed on AWS and then migrated to OpSource. Fully hands-on: Network, SQL Servers, Windows Servers.

• The technical side of 2-man software sales startup (sold to CA Technologies)• Owned post-sale delivery, customer/partner support, and internal IT operations - hire/fire, train, and mentor worldwide staff.• Implemented and operated Salesforce ServiceCloud• Nimsoft grew to approximately 1,000 customers in 36 countries

Development of Patrol Enterprise Manager (PEM), Formerly CommandPost

Presale and Post-sale deployment services for CommandPost