Salesforce.com Consulting and Implementation

Delivered hundreds of Salesforce.com projects, from system architecture and design, through end-to-end implementation and custom application development, to integration with other systems and ongoing administration

Business Processes, Customer Support and Professional Services

  • Developed and established Customer Service Organizations (CSO) for several enterprises
  • Developed and managed large scale installation and deployment processes
  • Designed and managed PMO methodologies, success metrics, field surveys and their analysis
  • Developed, implemented and re-engineered customer services and technical support processes
  • Recruited and managed customer support managers and staff members, planning and implementing workflow processes and training in an extremely fast-growing and complicated environment in Mumbai, India
  • Defined and lead the implementation of several CRM and logistics systems, such as Oracle and Salesforce.com, and online support portals
  • Defined defect and enhancement management systems, customer satisfaction metrics and surveying methods
  • Created service marketing strategies and service product offerings

Program Management, Product Management and Technical Leadership

  • Managed multi-discipline, cross-functional programs including Product Lifecycle Development, OEM and process re-engineering programs, creating excellent results in driving the teams to meet and exceed the goals that were set
  • Consulted the executive team of a large public company on creating a scalable infrastructure, leading to establishing an enterprise Program Management Office (PMO) and a Business Process Management Office
  • Defined and managed the deployment plans of very large optical data networks
  • Negotiated, established and managed partnerships with major global outsourcing companies for professional services, technical support and deployment services
  • Managed various productization programs, including forwarding a company from an Application Service Provider (ASP) model to a Product model
  • Established Product Lifecycle Management programs and led the product management of several product lines including business development activities, partnerships, product strategy, roadmap planning, competition analysis, pricing, imaging and positioning
  • Led development of cutting-edge technology products through all stages, from definition to sale and sustain stage
  • Managed the relationships with manufacturing and other operations sub-contractors, including executing entire new product introduction (NPI) processes of complex products
  • Managed special, critical, complex projects, solving problems quickly and efficiently, under extremely tight schedules

Entrepreneurship and Business Development

  • Founded a unique outsourcing company, providing technical marketing, solutions and support services to technology and system vendors, including establishing a subsidiary in India – enabling a major cost reduction and offloading for the company’s clients

Military

  • Complex, large-scale operations
  • Intelligence research
  • Field intelligence training programs
 

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