Salesforce
Kelly Roman
Summary
I am a revenue operations professional who designs and implement systems to execute go-to-market strategies. I have implemented Gainsight and HubSpot CRM as well as evaluated numerous software systems to understand how the improve communication and performance. I understand how critical the right implementation of a system and it's performance are in driving behaviors across the business to increase performance and revenue. I have executed multiple compensation models, refined sales processes, and success processes to encourage growth, both for employees and the business.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director, Revenue Operations
Maropost
09.2023 - Current
- Selected to lead Revenue Operations, fostering cross departmental relationships with Marketing, Sales, Support and Customer Experience departments
- Designed a strategy to reimplement Salesforce and properly track MRR creating a holistic picture of the revenue cycle
- Migrated the company CRM from Salesforce to HubSpot for Sales, Success and Support
- Set quotas, designed commission compensation models and managed sales forecasts
- Designed a forecasting process in Salesforce to optimize expansion and renewal opportunities
- Restructured price book offerings and implemented changes to help buying journey
- Executed a complete overhaul of Salesforce processes to identify missing records and MRR
- Built an method in JIRA to manage ticket queue for Salesforce change requests
- Led and grew a team of Salesforce Administrators in locations around the world
Senior Manager, CX Operations
Terminus
02.2022 - 09.2023
- Responsible for managing the relationship between Revenue Operations and Customer Experience departments including Customer Success, Digital Media Marketing, Onboarding and Strategy Services
- Hired to reimplement Gainsight NXT at Terminus and create a full customer journey
- Executed an At-Risk Program to identify at risk customers and build a recovery plans
- Designed and built several processes to track CSAT and NPS surveys then engage the participants
- Tracked and managed all sales commissions models
- Organized the client engagement process to record and streamline critical events
- Implemented TaskRay for the Onboarding and Strategy Services Teams
- Created executive level dashboards to display and track OKRs and KPIs
Manager, Customer Success Operations
ConnectWise, Inc.
03.2019 - 09.2022
- Selected by executive leadership to design and build the Customer Experience Strategy and Customer Scorecard using my product knowledge to evaluate the customer base and drive product adoption
- Fully implemented Gainsight at ConnectWise including scoring and reporting
- Led and coordinated a cross departmental team to develop customer scorecard initially in Power BI and then moved to Gainsight
- Managed a team to evaluate and test multiple theories to validate and refine a scoring system
- Discovered and correlated usage patterns to determine successful customers
- Defined playbooks and objectives for Success Managers to utilize in daily work
Business Analyst, Product Development
ConnectWise, Inc.
03.2017 - 03.2019
- Responsible for finding, designing and understanding the core product data to define customer segments and understand customer journey and lifecycle
- Scrubbed and cleaned raw product user data to find usage patterns among segments
- Constructed and conducted customer satisfaction surveys for all core products (NPS, CES, CSAT)
- Designed and executed all product focus groups for semi-annual industry conferences
- Reported and presented to executive leadership based on research findings
Brand Executive, Land Rover, Aston Martin, Bentley, McLaren and Rolls Royce
Dimmitt Automotive Group
03.2015 - 02.2016
- Promoted by owners to be the leader of the initiative to expand the brand collection by building and designing bid proposals, heading a cross functional team of employees who contributed to the project
- Developed and led cross functional team as project manager
- Compiled and sort data for brand bid analysis
- Designed and coordinated content of mobile app for development team
- Support and lead team members through personal development process
Controller, Cadillac, Land Rover, Aston Martin, Bentley, McLaren and Rolls Royce
Dimmitt Automotive Group
05.2013 - 03.2015
- Recruited by owners to be responsible for leading the accounting department and creating new processes and procedures to facilitate efficient business practices in an open learning environment
- Coached and led accounting team members
- Identified, defined and implemented accounting processes and procedures
- Outlined and constructed management reports (sales, cash flow, inventory, pay structure)
- Analyzed dealership department activities for continuous improvement
Administrator, Marketing Systems & Services
Tampa Electric
06.2010 - 03.2013
- Responsible for managing commodity software systems and implementing and integrating new systems successfully across multiple business units, including generation planning, accounting and power plants
- Selected, managed, and implemented new power trading software
- Compiled data and created analysis reports (coal, natural gas, power, budget and time)
- Managed day to day activities of personnel who utilizes the software
- Led LEAN teams to increase intradepartmental efficiency for monthly procedures
Senior Fuels Analyst, Fuels Management
Tampa Electric
01.2006 - 01.2010
- Selected to manage the new inventory system and deploy the system out to the power plants, and other direct users
- Managed and implemented new fuel inventory system
- Wrote procedures and manuals for compliance to Sarbanes-Oxley 404 (SOx)
- Completed regulatory filings for FERC and FPSC (Florida Public Service Commission)
- Built and implement spreadsheets to analyze department activities
Financial Reporting Accountant, Regulatory Accounting
Tampa Electric
01.2004 - 01.2006
- Responsible for calculating recoverable fuel dollars during the closeout period
- Prepared fuel journal entry for financial close
- Compiled data and create FERC submissions
- Provided other departments with timely financial data
- Redesigned financial statement pages from Lotus 123 to Excel 2003
Assistant to the Comptroller
ESI International
01.2003 - 12.2003
- Responsible for bill preparation and invoice payments
- Used QuickBooks to record all installation invoices
- Wrote policies and procedures for expense reimbursement
- Provided month end financial data to Comptroller
- Performed bank reconciliations
Education
Masters of Business Administration - Leadership and Market Research
University of Tampa
Tampa, Florida01.2012
Bachelor of Arts - Accounting, Business Administration
Flagler College
Saint Augustine, Florida01.2002
Skills
- Strategic planning
- Verbal and written communication
- Decision-making
- Project management
- Goal setting
- Problem-solving
- Analytical thinking
- Financial analysis
- Business strategy
Certification
- HubSpot RevOps Certification, 05/25
- Certified Gainsight Administrator, 02/22
Accomplishments
Implementation of software systems including
HubSpot, TaskRay, Gainsight, Allegro and
FuelWorx.
Focus on employee participation in personal
development and organizational decision making
resulting in a high level of employee engagement.
Designed and built customer health scorecards
across multiple products.
Continuously refine and redevelop reports and
dashboards for better insight among executive
teams.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany Culture401k matchPaid time offQuote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Software
HubSpot
Gainsight
Timeline
Director, Revenue Operations
Maropost
09.2023 - Current
Senior Manager, CX Operations
Terminus
02.2022 - 09.2023
Manager, Customer Success Operations
ConnectWise, Inc.
03.2019 - 09.2022
Business Analyst, Product Development
ConnectWise, Inc.
03.2017 - 03.2019
Brand Executive, Land Rover, Aston Martin, Bentley, McLaren and Rolls Royce
Dimmitt Automotive Group
03.2015 - 02.2016
Controller, Cadillac, Land Rover, Aston Martin, Bentley, McLaren and Rolls Royce
Dimmitt Automotive Group
05.2013 - 03.2015
Administrator, Marketing Systems & Services
Tampa Electric
06.2010 - 03.2013
Senior Fuels Analyst, Fuels Management
Tampa Electric
01.2006 - 01.2010
Financial Reporting Accountant, Regulatory Accounting
Tampa Electric
01.2004 - 01.2006
Assistant to the Comptroller
ESI International
01.2003 - 12.2003
Bachelor of Arts - Accounting, Business Administration
Flagler College
Masters of Business Administration - Leadership and Market Research
University of Tampa
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