RESPONSIBILITIES: I. Pre-Sales & Solutioning • Strategic Client Engagement: Spearheaded 30+ executive workshops and client discovery sessions for Fortune 500 and mid-market clients, translating complex business needs into high-impact Salesforce solutions that drove $25M+ in pipeline growth.
- RFP & Proposal Leadership: Led end-to-end RFP responses, crafting differentiated Salesforce solution proposals with clear ROI, resulting in a 70%+ win rate for high-value deals ($1M+).
- Executive Stakeholder Alignment: Facilitated C-level workshops to define future-state Salesforce roadmaps, aligning business objectives with technical capabilities, reducing sales cycles by 30% through accelerated decision-making.
- Industry-Specific Solution Design: Served as Salesforce SME for Communications, Media, Tech, Automotive, and Retail, delivering tailored demos/POCs that addressed industry pain points (e.g., CPQ for automotive) • Value-Based Selling: Conducted gap analysis and process benchmarking against industry standards, designing customized Salesforce demonstrations that increased client buy-in by 40%.
- Competitive Differentiation: Positioned Salesforce against competitors (e.g., Dynamics 365, SAP) by highlighting platform scalability, AI/CRM capabilities, and TCO advantages, securing 5+ net-new logos in 2 years. II. Implementation & Functional Delivery • End-to-End Process Transformation: Led 20+ Salesforce implementations, driving AS-IS → TO-BE process redesigns that improved operational efficiency by 25%+ (e.g., streamlined advertiser – agency certification process for Media clients & lead-to-cash for manufacturing clients).
- Agile Requirements Management: Owned prioritized product backlogs (Agile/Scrum), ensuring 90%+ user adoption through iterative UAT and stakeholder feedback loops.
- Cross-Functional Leadership: Collaborated with Salesforce architects, developers, and PMO to translate 500+ business requirements into scalable solutions, reducing customization needs by 35% via OOTB best practices.
- Change Management & Training: Developed role-based training programs and post-go-live support plans, cutting onboarding time by 50% for 1,000+ end-users.
- Go-Live Excellence: Managed UAT and cutover planning for Salesforce projects ensuring 100% on time delivery for enterprise clients.
- Continuous Improvement: Established post-implementation review frameworks, identifying $200K+ in annual cost savings via automation (e.g., Flow-based approvals). KEY PROJECTS 1. AI-Driven Customer Support Transformation | Finance & High-Tech Client Role: Lead Functional Consultant | Solutions: Service Cloud, Einstein AI, Chatbot, Case Swarming • Strategic Implementation: Deployed an end-to-end AI-powered support ecosystem featuring Einstein chatbot, live agent chat, intelligent routing, Single Sign on (SSO), and Case Swarming, reducing customer wait times by 40% and boosting CSAT by 25%.
- Process Optimization: Led 20+ stakeholder workshops to redesign case management, integrating Agent Guided Workflow & Knowledge Article Lifecycle, improving first-contact resolution by 30%.
- Agile Delivery: Owned user stories, wireframes, and roadmap, maintaining a prioritized backlog that reduced scope creep by 15% and accelerated go-live by 2 months.
- Outcome: $400k Quarter savings via automation, with 90%+ adoption by support teams. 2.
Global Advertiser Certification
Automation | Media Streaming Giant Role: Salesforce Functional Lead | Solutions: Custom Automation, Approval Flows, Global Data Model • Process Reinvention: Replaced 100% manual certification workflows with a Salesforce-driven automated system, slashing processing time from 14 days → 2 days and reducing errors by 70%.
- Data Centralization: Built a unified global agency holding company database, enabling real-time compliance tracking and eliminating duplicate entries.
- End-to-End Ownership: Delivered wireframes, test cases, and UAT and 100% compliance adherence.
- Outcome: $500K+ annual efficiency gains and faster advertiser onboarding for 500+ advertisers & agencies.
- Greenfield EV Repair & Maintenance Platform | Electric Vehicle OEM Role: Principal Functional Consultant | Solutions: Service Cloud, CPQ, Order Management, Customer 360 • End-to-End Process Design: Spearheaded 30+ workshops to define Vehicle 360, Service Scheduling, and Warranty Management, reducing service turnaround time by 35%.
- CPQ Integration: Streamlined quote-to-invoice workflows with dynamic pricing and real-time parts allocation, cutting order errors by 50%.
- Agile Execution: Managed backlog prioritization and technical feasibility reviews, ensuring on-time delivery despite 4 cross-system integrations.
- Outcome: 35% reduction in overall service timeline and 95% customer satisfaction 4.
Omnichannel Customer
Experience (Internal Asset) | Automotive Sector Role: Solution Architect | Solutions: Automotive Cloud, GenAI, Telematics, Dealer Management • Deal Velocity: Designed a pre-sales enabling omnichannel platform that reduced sales & service cycle time by 25% by unifying customer & vehicle data (Customer 360, Vehicle 360, Dealer Management & Order Management) • Competitive Differentiation: Integrated GenAI-driven use cases (Vehicle Recall, Telematics enabled proactive service & contact center) into demos, helping sales teams win 15% more deals in competitive bids.
- Presales Efficiency: Built reusable demo assets that cut presales preparation time from 2 weeks → 3 days.
- Outcome: Accelerated deal closure by 30% and increased win rate by 20% for automotive clients, driving $4M+ in incremental pipeline.
