Payal Bhuta

Seasoned Salesforce Techno-functional expertise with more than 15 years of hands-on experience in multiple CRMs (Salesforce Sales Cloud/ Salesforce Service Cloud, Oracle CRM, Kapture CRM, Sugar CRM, and SAGE CRM) in driving the product requirements into architectural designs, strategic implementation, optimization, and administration of Salesforce solutions. With a comprehensive understanding of Salesforce architecture, customization, and integration, I have consistently leveraged this knowledge to empower organizations to transform their processes, enhance customer relationships, and achieve unparalleled growth. My proficiency to lead solution strategy and architecture implementation requirements (Blue Print), data management, and innovative problem-solving has enabled me to consistently deliver impactful results while leading cross-functional teams to success.

Sr. Project Manager – SalesforceCRM - Times Network/Media & Entertainment - Mumbai, India

(2024-11)

• Direct enterprise-level Salesforce initiatives supporting subscriber acquisition, retention, and personalized digital engagement across platforms.
• Lead cross-cloud implementations (Sales Cloud, Service Cloud, Marketing Cloud, and Experience Cloud) tailored to the unique needs of media workflows and content distribution.
• Collaborate with marketing, ad sales, and programming teams to deliver 360° customer views, enhancing audience segmentation and targeted campaign effectiveness.
• Oversee CRM strategy and roadmap to support OTT platforms, broadcast, and digital channels, aligning Salesforce capabilities with content monetization goals.
• Manage a global Salesforce team including admins, developers, analysts, and vendors to support continuous delivery and innovation.
• Integrate Salesforce with key media technologies including content management systems (CMS), ad tech platforms, subscription billing engines, and analytics tools.
• Ensure data privacy and compliance with entertainment regulations, including COPPA, GDPR, and contractual content usage restrictions.
• Drive Agile delivery of CRM features, enabling rapid response to market trends, content launches, and consumer behavior shifts.
• Enable real-time reporting and dashboards for ad sales, marketing performance, and audience engagement metrics.
• Champion user adoption through training, workshops, and feedback loops tailored to creative and business users in the media ecosystem.

Sr. Project Manager – SalesforceCRM - Ami Polymer/Pharma Manufacturing - Mumbai, India

(2024-06 - 2024-11)

• Orchestrated an end-to-end implementation of Salesforce Marketing CRM, aligning it with business goals and client requirements.
• Provided regular updates to senior management and stakeholders, ensuring transparency and alignment throughout the project lifecycle.
• Established and maintained strong client relationships, exceeding their expectations and ensuring their needs were met.
• Oversaw and mentored a team of project managers, fostering a collaborative and high-performance work environment.
• Developed detailed project plans, managed resources, and ensured timely delivery of project milestones.
• Identified potential risks and implemented effective mitigation strategies, resulting in reduction in project risks.
• Ensured adherence to industry standards, regulatory requirements, and best practices in CRM implementation.
• Coordinated with IT, marketing, sales, and external vendors to ensure seamless integration and project success.

Salesforce CRM Project Lead - Aarti Industries Limited/Chemical & Pharma Manufacturing - Mumbai, India

(2022-07 - 2023-10)

• Led and managed end-to-end Salesforce platform from architecture implementations, ensuring the successful delivery of projects within scope, timeline, and budget for Chemical & Pharma instances.
• Led brainstorming sessions to generate innovative ideas for feature enhancements and understand the product requirements thoroughly to ensure a clear understanding of the desired functionality.
• Participated in daily stand-up meetings to discuss progress, roadblocks, and prioritize tasks.
• Collaborated with cross-functional team members including developers, testers, and product owners to deliver features incrementally.
• Conducted SITs and UATs with the business
• Designed and architect Salesforce solutions that align with best practices, considering the overall platform architecture and CRM concepts.
• Developed a comprehensive strategy for implementing the solution, considering short-term and long-term goals.
• Oversaw the implementation process to ensure that the designed architecture is accurately realized.
• Consider the overall structure of the solution, including components, data flow, integrations, and interfaces.
• Utilized Agile methodologies and tools such as Jira to manage projects, track progress, and adapt to changing requirements.
• Led sprint planning, backlog grooming, and retrospectives to optimize team efficiency and delivery.
• Worked closely with the Salesforce Tech Lead to align on the technology stack, integration points, and overall technical direction.
• Contributed to discussions about architectural decisions and ensure that the chosen solutions align with the high-level technology strategy.
• Paid meticulous attention to details when designing, configuring, and testing Salesforce components to ensure high-quality outcomes.
• Utilized outstanding organizational and analytical skills to manage project timelines, resources, and deliverables.
• Stay updated with the latest Salesforce platform features, tools, and industry best practices to provide innovative solutions and drive continuous improvement.

Executive - Salesforce - SK International/IT - Mumbai, India

(2019-01 - 2022-07)

• Led Salesforce project prioritization and management aligned with business needs, successfully meeting deliverables within Piramal Pharma Solutions, Piramal Critical Care & Piramal Realty at Piramal Managed service partners
• Delegated roles and met deadlines, fostering a collaborative team environment.
• Collaborated with Business SPOCs, and managed in defining project scope and timelines.
• Handled the internal resources and third parties/vendors for the execution of all Salesforce projects along with integration touchpoints.
• Conducted meetings for requirement changes and new functionalities.
• Assisted project implementation, ensuring QA and UAT processes planned and executed User Acceptance Testing with sign-off.
• Provided L1, L2 and L3 support to business in fast paced environment.
• Analysed data, and created training materials for high-level operators.
• Drove process improvements amid changing markets and ensured seamless project delivery and client support.

Assistant Manager - CRM - The Biggest Mart Private Limited/IT - Mumbai, India

(2017-05 - 2019-01)

• Managed end-to-end CRM implementation and administration at client location.
• Documented user requirements, and created Use Cases & Test Cases for UAT and production.
• Product Knowledge of Sales Cloud and integration with 3rd party systems mainly Oracle EBS
• Supported and maintained On-Premise CRM solutions, collaborating with IT teams.
• Ensured project delivery alignment and timely system deployment.
• Handled user setup, access rights, dashboard development, and workflows.
• Provided dedicated support to a 100+ member sales team.
• Proposed strategies for improved CRM database health and accuracy.
• Organized regular CRM training for business stakeholders and management.

Executive - CRM - Transasia Biomedical Limited/Manufacturing - Mumbai, India

(2015-08 - 2017-04)

• Aided in launching the Kapture CRM mobile app, optimizing sales processes and revenue recognition for accurate forecasting.
• Supported Oracle CRM tools, ensuring seamless operations.
• Implemented proprietary CRM tech for improved marketing and user communication.
• Trained and supervised users in mobile app and Oracle CRM, boosting proficiency.
• Collaborated with department heads to identify CRM needs and enhance coordination.
• Introduced users to new features, fostering adoption.
• Led lifecycle analysis sessions.
• Managed support for a 350+ member Indian sales force.
• Authored training materials and conducted sessions on mobile CRM use.

SugarCRM Admin - ETP International / Retail IT - Mumbai, India

(2014-05 - 2015-08)

Sage CRM Admin - Darashaw & Co. Pvt. Ltd. /Investment Banking - Mumbai, India

(2011-06 - 2014-05)

Bachelor of Engineering - Computers (IT) - Dnyaneshwar Vidyapeeth (2006 - 2010)

Higher Secondary School Certificate - Maharashtra State Board (2004 - 2006)

Secondary School Certificate - Maharashtra State Board (2004)