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CSG Field Enablement Lead Resume Example

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CSG FIELD ENABLEMENT LEAD
Professional Summary

Business and IT executive with over 17 years of experience working with Salesforce's large enterprise customers and internal CSG Success resources in various and highly regulated industries. Senior team member and learning consultant who collaborates with regional leaders to identify needs, define strategy and roadmaps, and drive successful enablement efforts. Enablement leadership for a key methodology initiative that touches the entire Salesforce distribution organization. Deep Salesforce product and platform knowledge along with strong experience in business process, product implementation, and delivery methodology.

Skills

    Strong verbal and written communicator

    Intuitive people management skills

    Executive Relationships and Cross Team Alignment

    Project management & Release planning

    Process & Implementation Planning

    Business Needs Assessment & Planning

    Learning & Enablement
    Training & Facilitation

    Morale and Team Building

    Salesforce Product Knowledge

Work History
CSG Field Enablement Lead10/2018 to Current
Company Name – City,State
  • Developed a field facing engagement model and framework for the CSG Enablement team to ensure regional leaders can request, prioritize and deliver enablement to their employees.
  • Developed and delivered enablement programs focused on improving customer engagement skills (soft skills) to the entire CSG organization. Demonstrated expertise in: Executive Communications, Storytelling, Customer Discovery and Customer Conversations
  • Liaison and learning consultant to three CSG Regional Success leaders to support enablement needs and key initiatives for over 300 team members.
  • Designed and deployed a global enablement program to all CSG focused on proving business value to customers.
  • Lead the strategy, content development, and delivery of the Success 360 Methodology Pilot to over 200 account teams.
  • Enablement Program Lead for the Customer 360 Methodology program which includes content deliver to over 20,000 employees. Closely partner with cross-functional team members to identify methodology gaps, and ensure the voice of CSG and the field is accurately represented.
  • Proven ability to align teams across different business units to achieve a common goal and outcome including industry and global enablement team members.
  • Created an Industry Framework and launched first versions of Industry Trail Maps for key Salesforce Industries.
Business Architect11/2013 to 10/2018
Company Name – City,State
  • Created training and enablement program to strengthen and build customers internal Salesforce practices.
  • Continually partner with internal teams and Salesforce Product Managers to ensure customers create a roadmap that aligns and leverages Salesforce capabilities.
  • Partnered with customer and implementation partner to deliver a vision and strategy supported by a roadmap.
  • Focused on targeting key business drivers and big wins aligned to company KPIs for a large financial services customer.
  • Deployed and supported a game changing Sales Console which transformed the way that over 16k advisors conduct business.
  • Improved how internal business teams manage their business and interactions with IT.
  • Transformed how advisors use Salesforce and provide feedback to the business organization.
CSG Professional Services03/2007 to 10/2013
Company Name – City,State
  • Project Manager - Managed customer, partner and Salesforce team in a multi-phased , global deployment of Salesforce. Solution provided an improved view of the customer with visibility across Sales and Marketing, and improved sales forecasting accuracy and visibility with real-time tracking, measurement and reporting.
  • Project Manager / Release Manager / Senior Business Analyst - Led multiple project teams on enterprise projects supporting over 24k Financial Advisors, and 1k specialists. Led customer in several Salesforce upgrades aligned to strict release management and environment management standards. Projects involved multiple areas of CRM functionality, integration with various bank systems. Improved internal processes and methodology while training and onboarding several resources.
  • Project Lead / Senior Business Analyst. Delivered a Client
    Management solution integrated with a third party partner application which introduced specialized pharmaceutical sales functionality. Work stream Lead / Senior Business Analyst. Delivered a custom activity management solution ( Technical Account Scheduling ). This single track added over 800 new users to the customers existing salesforce system.
Consultant06/2004 to 03/2007
Company Name – City,State
  • Led a small teams in the development, delivery, deployment of training, and post production support of Salesforce.
  • Delivered training and train the trainer programs to sales, account management, and marketing personal in eight different regions over multiple delivery channels.
  • Coordinated user adoption initiatives to increase usage of Salesforce across the various sales lines of business.
  • Documented business processes and analyzed procedures to ensure the changing business needs were consistently met.
  • Created an online training program to be used during video training conferences.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
Education
Bachelor of Arts: Information Technology05/2004Rutgers, The State University Of New Jersey- City, State
  • Minored in Communications
  • Minored in Psychology
  • Member of Gamma Phi Beta - Delta Mu. Elected to Philanthropy Chair 2003 - 2004
Certifications

Salesforce Certified Administrator

Salesforce Certified Advanced Administrator

Salesforce Certified Service Cloud Consultant

Salesforce Certified Sales Cloud Consultant

Salesforce Certified Platform App Builder

Salesforce Certified Marketing Cloud Email Specialist

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Resume Overview

School Attended

  • Rutgers, The State University Of New Jersey

Job Titles Held:

  • CSG Field Enablement Lead
  • Business Architect
  • CSG Professional Services
  • Consultant

Degrees

  • Bachelor of Arts : Information Technology 05/2004

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