Dec 2021 – Jul 2024 · 2 yrs 7 mos

• Currently serving as Services Lead, a senior director-level role, driving client success and delivery excellence across banking, insurance, and investment banking sectors, while also leading pre-sales, up-selling, and team development initiatives in the Financial Services practice. The role is segmented into three key areas: Go-To-Market/Sales, Client Management, and Internal Responsibilities.
• Go-To-Market / Sales:
• Support go-to-market and sales strategies, collaborating with both our internal sales team and Salesforce sales teams on prospecting efforts.
• Scope, define solution and implementation approach, establish pricing, and determine resource requirements for project delivery.
• Create statements of work and obtain necessary internal approvals for projects, overseeing the entire project lifecycle from initial scoping to successful delivery post-client acceptance.
• Client Management:
• Cultivate and expand relationships with clients in the banking and lending sector to foster growth and satisfaction.
• Develop and maintain strong executive stakeholder relationships within the client portfolio to ensure alignment and ongoing success.
• Leverage almost 10 years of banking industry experience (and over 15 years of Salesforce experience) to address client challenges and projects.
• Lead cross-functional teams and multiple work-streams to achieve project objectives.
• Ensure successful project delivery within budget, acceptable margins, and high client satisfaction.
• Internal Responsibilities:
• Lead our internal Financial Services Cloud accreditation program.
• Educate internal resources on financial services industry trends, common challenges, and develop industry-specific solutions.
• Serve as a people manager and coach for multiple individuals.

Jun 2018 – Dec 2021 · 3 yrs 6 mos

• Provide strategic guidance and oversight to delivery teams on best practices, solution design, and accelerators for the Banking & Credit Union Solutions Sector.
• Leverage industry expertise and knowledge of platform capabilities to help customer stakeholders define business objectives and success criteria.
• Facilitate project success by participating in project kickoffs and sales handoffs, supporting Engagement Managers and Solution Architects for optimal client engagement.
• Advocate and define best practices and approaches, assisting project teams in adopting successful solutions and assets.
• Collaborate with Practices, Sales, and Foundry teams to refine and shape Silverline offerings across different industry verticals.
• Work with Sales Team (AEs, SSAs, etc.) to develop specific proposals for new and ongoing business development.
• Monitor industry trends to identify and integrate potential accelerators as Foundry Assets.
• Develop, maintain, and regularly update training materials and modules.
• Host educational workshops and webinars on a regular schedule.
• Establish and promote delivery and design standards, aligning them with discovery, design, and resource templates specific to industry sectors.

Jan 2015 – Jun 2018 · 3 yrs 5 mos

• Designed and implemented tailored Salesforce solutions to meet client specifications.
• Led discovery sessions to capture business requirements and develop scalable designs.
• Established best practices in Salesforce configuration and implementation with project teams.
• Served as architectural lead, mentoring both technical and non-technical teammates in solution delivery.
• Managed client relationships, providing updates and adapting project scopes.
• Oversaw Salesforce integration with other systems via API and middleware.
• Maintained detailed documentation of system configurations and architectures.
• Conducted comprehensive testing to ensure quality and client satisfaction.
• Provided training and support for smooth adoption and operation of new solution.

Dec 2011 – Jan 2015 · 3 yrs 1 mo

• Led discovery sessions, identified business requirements, and executed configuration changes, while managing a team of developers and additional resources.
• Developed solution feature backlogs, facilitated regular refinement sessions, and managed project components using Agile methodologies.
• Created training materials and conducted comprehensive training sessions for end-users and trainers.
• Past client engagements include:
• Sentara Healthcare, Mocean Mobile, Firestone Building Products, Terminix, and Blue Cross Blue Shield of Massachusetts.

Aug 2008 – Dec 2011 · 3 yrs 4 mos · Charleston, South Carolina Area

• Implemented and managed Salesforce.com for the Company’s sales, marketing, finance and media departments
• Developed and maintained reports and dashboards for weekly executive reporting
• Developed training materials, documentation and hosted ongoing learning sessions for users
• Worked with various departments and end users to identify, document and communicate standard business processes as they relate to Salesforce
• Worked with management to identify new and creative opportunities to leverage Salesforce to support additional business processes or functions
• Developed custom applications to support business functions such as event management and commission tracking

Mar 2006 – Aug 2008 · 2 yrs 5 mos

• Effectively managed multiple projects simultaneously, including all day-to-day activities for a global brand and our largest Client; Dollar Rent A Car.
• Managed development of online campaigns to include emails, banners and search engine marketing.
• Worked with traffic, production and creative departments to develop timelines, meet deadlines and ensure that all client requirements were met.
• Ensured all advertising materials are on strategy and consistent with the brand image.

Aug 2004 – Apr 2006 · 1 yr 8 mos

• Conceptualized creative promotions and delivered unique products to an extensive client base that included Universal Studios and DreamWorks.
• Effectively managed the Company’s largest accounts and developed multiple award-winning projects.
• Worked with art directors and copy writers to accomplish our client’s marketing objectives through strategy, design and branding.
• Coordinated the production of materials and promotional products while meeting strict deadlines.