Summary
Overview
Skills
Work History
Certification
Timeline
Volunteer Experience
Generic
Amy Oplinger

Amy Oplinger

Barberton,OH

Summary

Results-driven Salesforce expert with a proven track record in Customer Success and Client Director roles over the past 3 years. Specialized in leveraging deep platform knowledge to drive client satisfaction and success. Seeking a new opportunity to transition away from sales-centric responsibilities and focus on delivering exceptional customer experiences. Recognized for building and nurturing strategic partnerships, retaining key accounts, and implementing successful strategies to enhance overall client satisfaction. A collaborative and strategic leader committed to the long-term success of clients through effective relationship management and innovative solutions.

Overview

20
20
years of professional experience
8
8
Certificate

Skills

  • Account Management
  • Strategic Planning
  • Contract Negotiation
  • Revenue Generation
  • Technical Consulting
  • Sales Expertise
  • Cross-Functional Collaboration
  • Relationship Building and Management
  • CRM Systems
  • Sales Reporting
  • Sales Targeting

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.

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%).

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.

Lead Generation Specialist

Colfax Fluid Handling
05.2013 - 12.2013
  • Reported to the Inside Sales Manager, playing a key role in generating qualified leads for the field sales force through proactive inside phone activities targeting Power, Hydrocarbon Processing, and Chemical Processing industries
  • Determined target companies and identified decision makers, helping to drive company revenue and growth
  • Managed CRM data for new and prospective clients, improving tracking and follow-up processes
  • Regularly used Salesforce for this purpose, maintaining accurate records of all activities
  • Contributed as a key member of the implementation team for Salesforce.com by designing the layout and performing data cleanup for migration, streamlining the sales process
  • Fostered long-term relationships with clients, identifying potential at-risk accounts early in the sales cycle and developing strategies to retain their business
  • Worked cross-functionally with teams to ensure alignment of sales goals, improve internal processes, and ensure a unified approach to customer interactions.

Business Development Specialist

SD Myers, Inc.
12.2011 - 05.2013
  • Reported to the Business Development Manager, taking on key responsibilities for identifying and developing potential relationships within identified target markets using a consultative approach
  • Orchestrated all aspects of the sales process including identifying new opportunities, developing sales solutions, negotiating pricing, and closing sales opportunities, contributing to revenue retention and growth
  • As a key contributor on the Salesforce.com implementation team, reviewed, analyzed, evaluated, and documented business systems and user requirements to enhance efficiency and accuracy in the sales process
  • Assumed role as the Salesforce.com 'Super User' and provided ongoing training and support to end users, promoting maximum utilization of the CRM tool within the organization
  • Responsible for the renewal of Diagnostic and Analytical Services to the existing customer base, as well as growing the territory to meet/exceed established goals
  • Identified at-risk renewal clients early in the cycle, developed and implemented strategies to address issues inhibiting a successful, timely renewal
  • Collaborated cross-functionally with teams to ensure high-level collaboration, contributing to overall customer satisfaction and retention
  • Maintained accurate records of all activities in Salesforce, enabling data-driven decision making and strategy development.

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

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

Lead Generation Specialist

Colfax Fluid Handling
05.2013 - 12.2013

Business Development Specialist

SD Myers, Inc.
12.2011 - 05.2013

Volunteer Experience

  • Salesforce MVP: 2017,2018,2019
  • Women In Tech Community Group, Active leader for Cleveland and Akron WIT group for social hours, career advice and mentorship 2015-2023
  • WITness Success Salesforce Community Event, Served on the core team for WITness Success, the ONLY WIT focused Salesforce community event, responsible for the Social media and sponsorship.
  • India Dreamin Salesforce Community Event, I was part of the inaugural core team for India Dreamin, a Salesforce community event in Noida, India. In my role, I handled social media, Foreign speaker coordination, and sponsorships.

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