Salesforce Program Manager
Energetic, Passionate, hands-on Program Manager who leads teams from Ideation to Implementation for successful IT programs/projects that aligns
Business and IT objectives to deliver results
Business Solution Architecture
*Globally experienced program, project and delivery management professional with over 20+ years of CRM/ERP (Salesforce, Siebel and Oracle) and other Technology / platform implementation experience for fortune 500 companies.
*Trusted, detail-oriented and strategic solutions provider with excellent program/project management skills
*Chosen by Leadership team to turn around underperforming programs/projects
*Accomplished leader known and respected for leading programs/projects successfully to bring positive changes in projects and build confidence with executive teams and staff.
*Solution provider who bridges the gap between business and technology with expertise in managing complex programs and multiple concurrent projects/phases
*Supported the business in project prioritization, aligning projects and technology in order to maximize ROI, and overall IT strategy in support of the business strategy.
*Provided architecture and technology assessments, and high-level solution design.
*Setup/mentored PMO teams to develop high-quality Program Management processes, Governance processes for Change, Risk, Actions, Issues and Dependencies across Scope, Cost, Time and Quality for Salesforce/CRM and Mobile Applications
*Managed business roadmap execution for very large initiatives with diverse teams, concurrent assignments for adoption of the solution delivered with the business objectives
*Directed complex programs for projects execution and Product Development with a globally distributed virtual teams for enterprise transformational initiatives, adopted by various BU's across the globe (US, LATM, APAC, and EMEA)
Complex and Turn around projects
Agile & Waterfall Methodologies
Risk, Issue & Dependency
Estimation Technic & Analysis
Team and Attrition Management
Project Management Professional, PMI (PMP)
Certified Scrum Master from Scrum Alliance (CSM)
Certified Business Architect from BAA (CBA)
Master of Business Administration from University of Illinois (MBA)
Salesforce Program Manager, 09/2014 to Current Tata America International Consulting(TCS)
for fortune 500 clients
Provide leadership, strategy planning and direction to associates.
Develop solutions supporting Sales, Marketing, Compliance, and Customer Service functions.
Align management and Leadership view of the current issues and benefits of implementing the proposed solution within time and cost constraints.
Sales support for large scale proposals and customer presentations.
Support CoE initiatives, directives and conduct project audits.
Lead functional and technical aspects of Salesforce.com implementations and integrations with other internal and external systems, and business processes.
Define deliverables and ensure compliance with PMO processes.
Manage SOW/Work Orders, estimation analysis and resource allocations.
Manage projects with varying levels of complexity, identify and mitigate potential risks & Issues.
Track and ensure milestone accomplishments.
Manage change control, track schedules, cost performance and Stakeholder expectations.
Hire, mentor and conduct performance reviews for Salesforce Practice.
Key Assignments: Thomson-Reuters Corporation.
Enterprise level Business Transformational Initiative.
The solution framework was developed and deployed as a managed package (private App Exchange Product) in multiple concurrent phases by adopting Salesforce.com CRM Capabilities and hybrid agile accelerators for project execution.
Success story presented in Salesforce Dreamforce'16 by TCS and the customer.
Packages were built to work in a mixed environment (Apttus and Non-Apttus).
This program was setup to leverage the "Sales Standards" developed by a multi-business unit consortium as the business requirements, Design a global process based solution flexible to accommodate different business processes and ability to be deployed with minimal effort across Thomson Reuters Businesses.
Transition to four major instances from over 50 active CRM instances and to enable.
Effective Customer Retention.
Standardized Retention Process.
Standardized Renewal Process.
Demand Management - Generation, Lead Qualification and Management.
Sales Enablement - Improved Sales Cycle Process.
Standardized Reporting and Measurement Processes.
Program for Improving and delivering Lead Management Framework:.
Highly visible ( CMO/VP) initiative to improve the workflow between sales & marketing teams.
Enabled Sales to move away from manual Lead Management and Reporting to an automated model based on intelligent business rules and easily report on lead conversion rates and marketing influence through closed-loop reporting capabilities.
This project improved, optimized and eliminated many current manual processes.
Provided the ability to track marketing attribution and enable closed-loop reporting.
Without implementing this project, business operation will have continued with manual inefficiencies, gaps in the reporting, and making it difficult to track marketing attribution and ROI.
Extensive collaboration with a 3rd party domain expert on industry best practices.
Advocated and applied agile accelerators.
Promoted a single team theme to deliver the project on time, on budget and zero production defects during Early Life Support phase
A very large Salesforce IT services Transition program.
15 Salesforce Applications, 40+ impacted peoples' career counseling/rehiring and 25+ inflight projects transition.
Minimal disruption to business operations through utilization of quality Project, Organizational Change Management and Communication practices.
Developed tools, process templates and standards to work streams.
Governed and managed various work streams with globally distributed TR and TCS personnel.
Responsible for approvals by steering committee for.
Agreement of Transition Acceptance Criteria,.
Plans for Day 1 Readiness activities and.
Go / No-Go recommendation.
Sr. Project Manager/Systems Implementation Lead, 11/2005 to 09/2014 HTC Global Services
Driving/supporting the delivery of various application development projects across various technologies - Mobile, .com, Java/JRA and Mainframes.
Managing customer expectations, Resource Assignments, and risk management.
Apply the proven PMP® and Agile Certified Scrum management techniques for recommending and setting up PMO for customers.
HR management of staff that reported and conducted appraisals, performance reviews, mentoring, coaching and conflict resolutions.
Help the team to understand the business strategies, vision, objectives, and adopt organizational policies and procedures in an effective and simple manner.
Understand and apply the Project Management Body of Knowledge (PMBOK) and Release Management concepts adopting Agile/Scrum framework
Lead Consultant /Sr. Project Manager, 08/2000 to 11/2005 Satyam Computer Services
Played key role in Business Development initiatives, CRM practice management to tackle overall growth Challenges for the organization.
Primarily responsible for adopting the best industry practices, innovations and capabilities in various teams to ensure success for our various fortune 500 clients.
IT Leader, GE Industrial Systems – Plainville, USA, CT
project manager, GE Health Care Financials – Chicago, USA, IL
Lead Business Analyst/Project Manager, CIGNA Group Insurance – PA
Senior Consultant/Project Manager, 09/1998 to 07/2000 Guardian Life Insurance Companies – NY
Application solutions based on Contact Centre Platform, Routing, Reporting, Computer to Telephony (CTI) and Voice Automation (IVR) technologies.
Successfully led a large team and won the pan-European CRM proposal for a multi-country upgrade initiative of a pharmaceutical leader.
Set up the Siebel CRM practice and Centre of Excellence (COE) to align with the organizational goals.
Understand the business processes / technology pain areas and offer optimized solutions to define /modify business process by adopting six sigma principles to deliver capabilities that will result in process improvements and business transformation for Oracle ERP applications for a value added reseller/system integrator in Dubai, UAE and India.