CHANDNI SHAH

Defined, established, and built out a central business applications organization, focusing on the technology vision for a very heavily manual business process, bringing both clients and employees along the journey of enhancing process excellence through automation

• Led the Business Applications vision and tech-stack architecture, including the consolidation of 136 proliferated applications, to support our expansion of AI capabilities in the GTM, Payroll, Benefits, and Support organizations
• Rolled out a multi-touch model to identify client referral activities and other GTM activities to increase pipeline
• Created and scaled a dedicated systems team to support GTM and Service operations, implementing robust tooling, standardized processes, and scalable operational models that improved daily execution and ensured successful delivery of key roadmap initiatives.

Drove the systems strategy for a newly formed centralized internal applications team, supporting the organization of 1000 people in the CXO, Risk and Payment Operations, partnering with the business leadership team and defining the long-term strategy to provide best in class customer support and agent experience.

• Earned a special seat in the CXO senior leadership team with the executive VP of customer support and experience, who manages the CXO org of 1000+ employees, providing strategic leadership for the technological landscape and execution of tooling needs
• Lead a team of technical manager, developers, BSAs, and consultants to deliver on the CXO roadmap
• Drove a complex systems roadmap to target company level initiatives, supporting the increase C.E.S from 3.9 to 4.2, decrease in cost per transaction, and getting executive support in investing more in internal tools
• Delivered on the implementation of the consolidated chat experience between our different product types, including payments and spend and expense, leveraging AI, Service Cloud and Experience cloud
• Delivered on the cross-functional implementation, across product, engineering, and CXO, of onboarding strategic partner Xero to deliver tier 1 and tier 2 support for their agents in Service and Experience cloud

Challenged to lead the evaluation, assessment, purchase, and implementation of a new marketing automation platform—to identify and develop solutions to fully optimize marketing automation. Promoted to build out a team, and serve as an IT business partner, with expanded scope beyond marketing to include all of Go-to-Market, Finance, People and Product systems.

• Lead an org of 23 FTEs, 49 contractors and manage a $5M annual budget. Also lead Box’s 5 year IT vision and roadmap beyond internal applications
• Continuously created a collaborative culture through mentorship and development—that attracted and retained top talent, building and expanding a strong and impactful team of IT professionals; mentoring top talent and managers to senior roles. Played interim role of senior director, a month into the director role due to manager’s maternity leave.
• Developed a business case, secured funding, and led the successful implementation of Marketo (from Eloqua), improving lead-time-to-sales by almost 50%.
• Led with Customer Success Leadership to redesign and optimize Box Community, building self-service capabilities through a comprehensive set of solutions, including Zendesk, Yext, and Cornerstone.
• Led improvements to increase marketing pipeline to 10%, leading the identification and definition of lead-to-close lifecycle processes, and increasing end-to-end automation and efficiencies.
• Led the technical redesign and implementation of Box’s Community on Zendesk—providing a wholistic solution to manage both product support and an integrated customer experience for a sustainable and expanded onboarding of Box, providing $300K in savings and an integrated solution for product support and community.
• Pioneered the establishment of an employee resource group (ERG) for foreign nationals, developing a reputation and brand within the company as a promoter of camaraderie and connection in the workplace.

• Challenged to lead the implementation of Marketo (from Pardot). Built and led a team of business analysts, served as a business partner to Marketing, and managed vendor relationship with Marketo. Transitioned to Product Management role to lead the custom integration of Marketo with its CRM platform.
• Built out and designed a connector to integrate Marketo with SugarCRM, leading to the identification of enhancements to make it a native integration, and enabling a new solution for customers.
• Introduced the principal liaison role to align marketing and internal applications teams, creating and executing marketing-to-sales lifecycles, with marketing automation, customized campaign management and reporting.
• Hired and managed a team of business analysts, training and leading to define business requirements, and translate them into system engineering specifications for the development team.

• Recruited to provide consultative and operational leadership in the planning of the complete integration and implementation of Marketo for the company’s clients—utilizing Salesforce. Managed client budgets ranging from $100K to $1.5M+.
• Solely led the first-time execution of Marketo for an enterprise payment-processing company, and a game developer, managing the back-end development with developers to the front-end operations, and building the right campaigns—to achieve a 15% marketing pipeline.
• Earned a reputation as an SME in marketing automation, developing strategies to increase demand generation, including the design of multi-touch campaigns—to deliver an average increase of 10% in qualified leads.

• Acquired in the acquisition of Mercury Interactive to streamline and execute end-to-end demand-generation marketing campaigns and programs. Provided marketing program execution support to 15 campaign managers—requesting intake processes, and performing debrief and analysis to optimize campaigns—for 60K+ customers in the U.S., Australia, and the UK.
• Designed and developed a pipeline/funnel and lead management report, enabling marketing and sales to track lead summary, aging, handling, and pipeline.
• Lead the near shore and offshore teams in Argentina and India for all marketing operations activities, including campaign creation, lead operations, and marketing and sales reporting