Content Strategy, Salesforce B2B Commerce Custo Resume Example
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CONTENT STRATEGY, SALESFORCE B2B COMMERCE CUSTO
Professional Summary
Offering 20+ years collaborating to create easy to use solutions that meet needs through feedback gathering and synthesis, strategy and planning, storytelling, enablement, iteration, and concise communication. Engage with customers across all account segments, delivering success engagements to Commerce Cloud customers. Provide the right recommendation at the right time, enabling customer value realization at scale. Create successful programs and content to enable Salesforce customer facing teams on Salesforce Commerce Cloud and Experience Cloud ( Community Cloud) and promote customer adoption.
Skills
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Work History
Content Strategy, Salesforce B2B Commerce Custo2019 - Current
SalesforceCity , STATE
SalesforceCity , STATE
- Lead content strategy for Salesforce B2B Commerce (recently acquired CloudCraze) under Mergers and Acquisitions within the Salesforce Customer Success
- Incorporate Professional Services and Customer Success feedback on customer needs into prioritization and plan for content creation.
- Collaborate with Product Marketing, Content Experience (documentation), Partner Alliances, and Demand Generation on content creation to share knowledge and prevent duplication.
- Guide subject matter experts in the creation of best practice self-service content for customers on Getting Started with B2B Commerce and on topics such as pricing and entitlements, user experience, and performance.
- Create a distribution guide to ensure internal and external audiences ranging from Sales to Customer Success Management are aware of available content.
- Build a Learning Path for customers to provide resources through each step in their customer journey.
- Designed two Premier accelerators on Organizing Teams and Metrics and Analytics as part of creating a Premier offering for B2B and create detail for internal teams on what Premier for B2B contains and how to communicate the value.
- Orking with the Customer Success teams, provide input and contribute field feedback for new content and Engagements across Salesforce Commerce Cloud suite of products.
- Translate strategic ideas and programs into clearly defined action steps specific to the clients' custom solution.
- Deliver on site enablement to clients whose site implementation may range from basic to complex and customized.
- Support Customer Success, Marketing, Client Services, Engineering and Sales team as a subject matter expert in end-to-end solution functionality, design and operation.
Product Alignment, Salesforce B2C Commerce Custome2016 - 2019
SalesforceCity , STATE
SalesforceCity , STATE
- Partnered closely with Product Management and Product Marketing on the following for features such as Storefront Reference Architecture, Page Designer, and Promotions, market, trends, and competitive analysis, Feature strategy and development.
- Executed Dreamforce and Connections event session content, and create content for and lead sessions at those events.
- Oversaw customer and partner participation in pilots, including meeting with participants once a week over 2 months to orient, check in on status, follow up on needs, and summarize results.
- Curated Go To Market process for Commerce features, including leveraging subject matter expert contributions to aggregate and finalize adoption materials for Developers and Business Users.
- Lead, alongside a comprehensive team, the alignment of Cloud Practice Voice of the Customer use to ensure all Cloud Practice teams agree to a consistent approach to managing customer facing team feedback and aggregating to inform product roadmaps.
- Planned and presented on Commerce Cloud content management capabilities and roadmap at Dreamforce and contribute to Salesforce Commerce Cloud blog on mobile wallets.
- Collaborated with Customers and Internal Stakeholders to deliver value for Commerce customers.
- Worked cross functionally with Design and Engineering to align on the multi-year product vision.
- Strategized on how intelligence can enhance standard search features.
- Ensured team was consistently focused on the highest-impact priorities with understanding tradeoffs.
- Previously at Salesforce: Led the design and research for Premier products including Premier Apps, a redesign of the Premier Toolkit, and the creation of a Premier Toolkit customer journey.
Account Director /Director of Project Management2013 - 2016
Manifest DigitalCity , STATE
Manifest DigitalCity , STATE
- Established strong relationships with customer stakeholders to understand objectives and identify and promote digital and mobile opportunities.
- Grew business within clients by $2 million through successful completion of projects.
- Led internal organizational initiatives to promote industry trends and thought leadership with customers.
- Designed internal organizational delivery processes including clarification of roles and responsibilities.
- Managed multiple Project Managers and worked with each on career growth objectives.
- Developed and initiated projects, including managing costs, schedule and performance.
- Developed executive presentations and reports to facilitate project evaluation and process improvement.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Increased savings by initiating and fostering relationships with vendors to communicate on problem-areas and work closely to resolve.
Commerce and Mobile Product Manager, Product Devel2011 - 2013
MICROS-Retail/Fry, Inc.City , STATE
MICROS-Retail/Fry, Inc.City , STATE
- Conducted competitive, trend, and data analysis to inform management of the product roadmap and creation of requirements for features.
- Developed processes and procedures to improve effectiveness within product development.
- Researched and utilized industry, client, business development and implementation team input to inform roadmap.
- Created requirements and experience designs for solution features.
- Defined documentation strategy and coordinated delivery of appropriate documentation for each release.
- Collaborated with and provided support to teams on feature development and how to promote.
- Met with operational leads to establish and maintain strong communication channels essential for running the overall business.
- Drover product usage reporting and ongoing monitoring/management of released features.
Associate Experience Director2007 - 2008
Avenue A | RazorfishCity , STATE
Avenue A | RazorfishCity , STATE
- Spearheaded design for commerce and finance websites managing a team of designers and researchers.
- Wrote blog posts to promote work with clients and demonstrate organizational thought leadership.
- Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
- Provided ongoing efficiency and security maintenance and patching on website interface to maintain viability after launch.
Education
Bachelor of Arts: Communication, Media StudiesDePaul UniversityCity, State
- Co-founded the first DePaul Volunteers Serving Women volunteer group
Accomplishments
- Earthforce co-lead, including creating events and volunteer opportunities (and obtaining Salesforce grants for multiple non profit organizations) aligned with Salesforce sustainability goals, and manage budget and expenses.
- Previous co-lead for the Women's Network - Chicago focusing on career education and skills development for women in the office and coordinating volunteering events, and managing budget and expenses.
- Active ally to Outforce (LGBTQ), helping with Salesforce PRIDE parade planning and identification and management of fundraising partner, and with Latinoforce and BOLDforce helping with mentoring.
Non-Profit Experience
Salesforce Ohana Group Leader and Ally, Salesforce Chicago
2016- Present
Certifications
Salesforce Certified Administrator
Pragmatic Marketing Certified - Level Three (PMC-III)
Salesforce Trailhead Ranger
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Resume Overview
School Attended
- DePaul University
Job Titles Held:
- Content Strategy, Salesforce B2B Commerce Custo
- Product Alignment, Salesforce B2C Commerce Custome
- Account Director /Director of Project Management
- Commerce and Mobile Product Manager, Product Devel
- Associate Experience Director
Degrees
- Bachelor of Arts : Communication, Media Studies
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