Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
Generic

Amy Oplinger

Barberton,OH

Summary

Results-driven Client Success Leader with 8 years in Salesforce, progressing from consultant to Client Director. Holds 8 certifications, adept at architecting transformative solutions for client adoption and loyalty. Delivers actionable insights to executive stakeholders, aligning Salesforce strategies with business goals. Achieved a 94% client retention rate through empathy-driven relationships. Seeking a strategic customer leadership role to enhance client vitality beyond sales quotas

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Client Director

RafterOne (formerly GearsCRM)
02.2022 - Current
  • Developed and executed B2B strategic account Sales plans across assigned account portfolio, driving alignment with business objectives and delivering impactful innovations that transformed customers' businesses
  • Cultivated deep customer relationships, leveraging a thorough understanding of key business issues and opportunities to deliver consistently exceptional experiences and outcomes, while increasing the RafterOne footprint within each account
  • Built and nurtured C-level relationships across accounts, establishing strong partnerships and commitments to customer success while penetrating accounts deeper for increased growth and revenue
  • Worked collaboratively with Delivery to develop and execute growth plans and strategies that drove recurring revenue and exceeded booking revenue goals
  • Successfully established joint roadmaps of opportunity with Salesforce AEs, SEs, and CSMs to maximize revenue growth and deepen customer relationships within assigned accounts
  • Nurtured and managed long-term executive stakeholder relationships in account portfolio, providing executive project oversight and effective communication to ensure exceptional outcomes
  • Contributed thought leadership and best practices both internally and externally, sharing best practices around Salesforce, AI and business transformation.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Generated creative ideas for marketing initiatives based on customer insights.

Owner

SaaSy Solutions LLC
10.2017 - 12.2022
  • Established and grew a successful consulting business, offering strategic consulting, business process analysis, and Salesforce implementation for small businesses
  • Guided clients in adopting technology appropriate to their objectives, providing them with technical service and affordable tools necessary for everyday functions
  • Worked closely with clients to understand their needs, and tailored our services accordingly to promote future growth across accounts
  • Used Salesforce extensively to manage client relationships and track business metrics, contributing to efficient operations and data-driven decision making
  • Regularly interacted with a variety of stakeholders, from business owners to technical teams, fostering strong, collaborative relationships and referral pipeline.

Customer Success Manager

DemandBlue
03.2021 - 02.2022
  • Manage a portfolio of accounts, and as the Customer Success Manager, accountable for the adoption and health of each account
  • A critical player in driving long-term customer success and demonstrating the value of DemandBlue's OnDemand Services
  • Responsible for directing the execution of the Outcome Delivery and Customer Management processes
  • In this role I split my time between Practice Management (20%), Project Delivery (20%), Customer Success Management (40%) and Account Management (20%).
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Worked closely with marketing team to create content that educates customers about our services.
  • Monitored competitor activities in order to stay ahead of the curve in terms of offerings.
  • Organized events such as webinars or workshops aimed at increasing customer engagement levels.

Sr. Salesforce Consultant

The Crevalle Group
02.2018 - 11.2020
  • Served as a key player on various consulting projects, offering expert Salesforce guidance to clients in diverse sectors, and managing projects from conception to completion
  • Led design workshops with stakeholders from business and sales teams to gather requirements, translating these into tailored Salesforce solutions that drove efficiency and growth
  • Facilitated biweekly sprints in an agile environment, ensuring the timely delivery of projects and the alignment of team efforts with customer goals
  • Collaborated closely with cross-functional teams to ensure consistency in requirements, setting expectations, and resolving conflicts, which contributed to the successful implementation of solutions and high customer satisfaction
  • Spearheaded the development of proof of concepts and design prototypes for requirement and design validation with stakeholders, resulting in effective and efficient Salesforce implementations
  • Identified potential risk areas early in the project lifecycle, and proactively addressed them to prevent project delays and ensure customer satisfaction
  • Leveraged out-of-the-box Salesforce capabilities to propose business process changes, driving improved user experience and enabling clients to fully capitalize on Salesforce's features
  • Led cross-functional teams and participated in staff recruitment and retention activities, demonstrating strong leadership skills and contributing to a collaborative, high-performing work environment.

Salesforce Consultant

Coastal Cloud
09.2016 - 09.2017
  • Interfaced with various customers across many verticals to understand their needs to design, administer, and enhance their Salesforce or other Enterprise software instance accordingly, including: Project management
  • Recommend best practices to customers
  • Prepare training plans, materials and documentation for customers, facilitate training and adoption.

Consultant

NC Squared
05.2016 - 07.2016
  • Consulted with a UK-based Salesforce ISV partner on a short-term project to evaluate and improve customer success methodologies and sales engineer procedures
  • Conducted a thorough analysis of their app, identifying key pain points and surveying the existing customer base to determine the need for the addition of a customer success position
  • Contributed to the development of strategies for customer retention and satisfaction, identifying at-risk accounts and creating proactive solutions to mitigate potential losses
  • Worked cross-functionally with teams to develop and implement best practices, driving overall efficiency and effectiveness in client interactions
  • Maintained accurate records of all project activities in Salesforce, ensuring transparent and data-driven decision-making processes.

Salesforce Consultant

Silo Connectors
12.2015 - 04.2016
  • Managed projects in collaboration with clients and developers to meet key deliverables and project milestones, aligning with business strategy and ensuring customer satisfaction
  • Trained junior staff on consulting and Salesforce best practices, contributing to team development and skill enhancement
  • Prepared business documentation and high-level technical design documentation, providing clear guidelines for project execution
  • Created training plans, materials, and documentation for customers, ensuring a smooth adoption process and consistent use of Salesforce tools
  • Maintained up-to-date training materials and coordinated ongoing training sessions, promoting continuous learning and effective use of Salesforce
  • Worked cross-functionally with teams to develop and implement best practices, improving overall efficiency and effectiveness in customer interactions
  • Managed accurate records of all project activities in Salesforce, ensuring transparency and data-driven decision-making processes.

Salesforce Consultant

GE Lighting via Experis
06.2015 - 12.2015
  • Provide day-to-day end user support of SFDC to over 200 North American users
  • Optimize individual and team performance related to the usage of Salesforce.com and integrated Enterprise applications by working across multiple business functions to identify, document, and implement streamlined business processes
  • Create and maintain training documentation, user guides and other training materials
  • Conduct training for new Salesforce users and conduct refresher trainings as needed
  • Work with Digital Tools Leader as a key subject matter expert on complex and/or critical business issues and processes with particular emphasis on CRM systems and sales processes
  • Maintain, develop, and deploy ad hoc Salesforce.com reports and dashboards
  • Positively impacts User Acceptance Testing by participating monthly and calling out issues to the delivery teams
  • Work on cross-functional teams to determine best practices and system improvements.

Lead Generation Specialist/ Salesforce Administrator

TestOil
09.2014 - 06.2015
  • Provides day to day end user support and on-going data cleanup for the Sales Group as the Salesforce.com Administrator
  • Interacted with decision-makers & users to gather requirements, analyze, design, and build a best-in-class Salesforce.com CRM solution
  • Developed Salesforce.com reports, analytics and dashboards to support and monitor daily activity and key performance measures
  • Worked with end users to provide Salesforce.com training documents for new sales personnel
  • Acts as the 'Subject Matter Expert' regarding all issues with Salesforce.com
  • Identified new business via telephone and mass communication such as email and social media to introduce client's TrustPlus program
  • Identified appropriate buyers within industrial target markets
  • Followed up on marketing leads and conducted research to identify potential prospects.

Skills

  • Relationship Management
  • Strategic Planning
  • Process Improvement
  • Executive Engagement
  • CRM Expert
  • New Business Development
  • Account Management
  • Solution Selling

Certification

  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Platform App Builder
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Community Cloud Consultant
  • Salesforce Certified Field Service Lightning Consultant
  • Salesforce Certified Business Analyst

Accomplishments

  • Salesforce MVP 2017,2018,2019+
  • Dreamforce & Global Salesforce Conference Speaker
  • Women In Tech User Group Leader 2016-2023

Timeline

Sr. Client Director

RafterOne (formerly GearsCRM)
02.2022 - Current

Customer Success Manager

DemandBlue
03.2021 - 02.2022

Sr. Salesforce Consultant

The Crevalle Group
02.2018 - 11.2020

Owner

SaaSy Solutions LLC
10.2017 - 12.2022

Salesforce Consultant

Coastal Cloud
09.2016 - 09.2017

Consultant

NC Squared
05.2016 - 07.2016

Salesforce Consultant

Silo Connectors
12.2015 - 04.2016

Salesforce Consultant

GE Lighting via Experis
06.2015 - 12.2015

Lead Generation Specialist/ Salesforce Administrator

TestOil
09.2014 - 06.2015

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Amy Oplinger