Laura Harrington

Operations Associate

Pittsburgh, PA, United States27 yrs 3 mos experience

Highly Stable

Key Highlights

Led large-scale CRM transformations at Thermo Fisher.
Expert in aligning technology with business strategy.
Passionate about user-centric solutions and continuous improvement.

Stackforce AI infers this person is a CRM and Business Operations expert in the Aerospace and Healthcare industries.

Contact

Skills

Core Skills

Crm ManagementStrategic PlanningTeam LeadershipProject ManagementTraining DevelopmentUser SupportCustomer Service ManagementSales Operations

Other Skills

TrainingAgile MethodologiesData AnalyticsProcess AutomationOrganizational ManagementBudgetingSkilled Multi-taskerTeamworkCustomer ExperienceTalent ManagementScrumVendor ManagementProject PlansProcess ImprovementProject Delivery

About

I operate at the intersection of strategy, technology, and people—transforming CRM ecosystems into powerful engines for commercial growth. As a CRM Platform Manager in Aerospace Commercial Excellence, I serve as the connective tissue between business operations and technology, ensuring that systems don’t just function—they drive measurable impact. From leading large-scale CRM transformations while at Thermo Fisher to aligning cross-functional stakeholders at PPG, I focus on turning complex challenges into scalable, user-centric solutions. At my core, I’m passionate about creating alignment: between systems and users, data and decisions, and strategy and execution. The goal is to create an environment that not only supports the business—but actively propels it forward.

Experience

27 yrs 3 mos

Total Experience

24 yrs 8 mos

Average Tenure

2 yrs 7 mos

Current Experience

Ppg

CRM Platform Manager, Aerospace Commercial Excellence

Oct 2023 – Present · 2 yrs 7 mos · Greater Pittsburgh Region · Hybrid

Serve as the strategic bridge between business operations and technology infrastructure, ensuring optimal performance and continuous improvement of our CRM ecosystem during the critical transition from C4C to Salesforce (SFDC). This role combines technical expertise with business acumen to drive system efficiency, user adoption, and data-driven decision making.
Cross-Departmental Collaboration: • Act as primary liaison between IT, Marketing, and Sales departments • Ensure CRM roadmap alignment with broader business goals and strategic initiatives • Facilitate communication and coordination across functional teams
Training & User Enablement: • Develop comprehensive training materials and documentation • Conduct training sessions to ensure effective C4C utilization and best practice adoption • Provide ongoing user support and guidance
Strategic Planning & Process Enhancement • Develop and implement comprehensive strategies to improve employee engagement and streamline business processes • Lead tool evaluation initiatives to identify solutions that support the upcoming CRM transition • Drive continuous improvement projects aligned with organizational objectives
Data Analytics & Business Intelligence • Conduct in-depth analysis of user behavior patterns and campaign performance metrics • Generate actionable insights and recommendations for sales and marketing teams • Prepare and present monthly data scorecards and contribute to market strategy meetings
Process Automation & Workflow Optimization • Design and implement automated workflows in collaboration with the development team • Create and maintain lead-nurturing processes to enhance operational efficiency • Identify opportunities for automation across various business functions

TrainingProject ManagementAgile MethodologiesCRM ManagementStrategic Planning

Thermo fisher scientific

6 roles

Sr. IT Manager, CRM (SFDC)

Promoted

Jun 2015 – Jun 2023 · 8 yrs

Managed and grew a Global CRM team to provide technical expertise with solutions that aligned with strategic objectives. Managed system requirements, design and development oversight, Agile implementation leadership, administration and maintenance of Salesforce.com ecosystem. Partnered closely with business to understand the needs and deliver the most pragmatic solutions; participated in various design decisions, creating solution designs. Responsible for the overall management, maintenance, and support of the Salesforce.com ecosystem.
Strong leadership role with an aptitude for solving highly complex business problems, with a strong desire to make things better. Most importantly, I was a focused people leader who prioritized supporting, enabling, and fostering careers for a global and talented group of Salesforce professionals.
Coordinated and built a CoE initiative with over 100 global business partners, along with managing licenses under contract with over 25,000 users.

Organizational ManagementBudgetingSkilled Multi-taskerTeamworkCustomer ExperienceTalent Management+26

Manager, Global CRM (Promoted)

Apr 2013 – Jun 2015 · 2 yrs 2 mos

Manager for team of @6 System Admins and Developers, responsible for operations and delivery support. Continuation of prior responsibilities from project and team roll outs, enhancements, training and commercial meeting presentations

BudgetingSkilled Multi-taskerTeamworkTalent ManagementIncident ManagementContinuous Process+20

Global CRM Project Manager (SFDC) (Promoted)

Promoted

Apr 2009 – Apr 2013 · 4 yrs

Supervisor of system administrators to support growing environment and Lead PM for roll outs and growth within CRM

Skilled Multi-taskerTeamworkClient RelationsCustomer ExperienceIncident ManagementContinuous Process+18

Global CRM Administrator/Trainer (Promoted)

Promoted

Jan 2008 – Mar 2009 · 1 yr 2 mos

Partnered with analysts to design and implement SFDC roll-outs across the organization. Responsible for building, designing and delivering tools and global training programs including on-site delivery to to teams within India, Singapore, Europe along with the US

Skilled Multi-taskerTeamworkClient RelationsTrainingCustomer SatisfactionSalesforce.com+7

CRM Administrator (Promoted)

Feb 2005 – Feb 2008 · 3 yrs

Supported instance of @300 users on Sales Platform with Case management enablement. Responsible for all support areas from user management, analytics, object creation, approval and workflow automation.

Skilled Multi-taskerClient RelationsSalesforce.comTroubleshootingCustomer Service ManagementCustomer Support+2

Sales Operations / Customer Service

Sep 1998 – Feb 2005 · 6 yrs 5 mos

Promoted to Sales Operations team responsible for Sales Support of external sales team of over 50.
Highlights were managing Commercial Sales meetings, partnering with vendor on organization, travel arrangements, agenda development and material generation. Started career as Customer Service Rep in B2B domestic and international accounts.

Skilled Multi-taskerClient RelationsCustomer Service ManagementContact CentersCustomer SupportSales Operations