Lauren Long
Greensboro,NC
Summary
Results-driven Customer Relationship Manager and Salesforce Administrator with over 20 years of experience in IT Systems, Sales management, and Payments industries. Dedicated team player excelling at optimizing business processes, implementing risk-governance strategies, and generating revenue through business and financial analytics. Known for attention to detail, exceptional communication, and strong project management skills. Demonstrates ability to handle multiple tasks effectively and efficiently in fast-paced environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
The Clearing House
03.2014 - 10.2022
- Achieving successful implementation of a fully customized package of Salesforce.com (Sales, Service, & Marketing Clouds) through collaboration with various departments such as: CRM, Marketing & Business Analytics & partnering effectively with external developers enhancing customization features & ensuring data integrity
- Cross functional leadership to all teams, enhancing intra-departmental communication & fostering deeper comprehension of customer requirements gathering, project collaboration & expedited resolution of client issues while managing direct reports & overseeing execution of Sales & Product Initiatives
- Serving as Risk & Business Continuity Director for the CRM, Sales, & Product Teams led teams through many successful regulatory audits, deliverables & completion of regulatory exams. Created & implemented organization wide governance, operational procedures and successfully streamlined business processes for entire organization
- Guided CRM/Sales teams through the “Stages of the Sales Lifecycle” (ie..Initial Account Procurement, Leads, Opportunities, Client Interactions, Quotes, Pricing, Price Books, CPQ's, Sales Portal End of Term Contract Objects, Revenue Projections, Volume uploads, Forecasting, Invoicing (Cloud Sense), Documentation & Reporting, Dashboards, Workflows, Triggers, Email notifications, Customer Lists, Committees, etc.)
- Liaison between the Technical Operations Teams, Clients, 3rd Party Vendors, Application Engineers, Salesforce.com and all associated teams/stakeholders within the organization, to ensure functionality optimization & best practice protocol methodology
- Salesforce User Guides and instructional tutorials on application functionality, new release management & end user training on new/changing methodologies within Salesforce
- Provide Internal & External Client Relationship Support & Account Management, for over 2000 Financial Institutions & Puerto Rico Cooperatives. Expertly handling tasks such as on-boarding/off-boarding, demonstrating technical proficiency, promptly diagnosing & resolving issue and providing effective product training for clients
- Perform various Analyses & Reporting (Sales / Revenues/ Volumes/ Risks), KPI Metrics, KPMG Audits, Revenue & Volume Reporting, Internal & External Audit Preparation, Procedural Instruction & Documentation and Multi-layered Executive outlines for the Sales, Product, Legal, Audit, Operations, ERM, Client Services, & Executive Management Teams
- Develop persuasive Sales Decks incorporating diagrams, forecasting models, and data analysis to engage stakeholders in the Banks Legal Committees, Federal Reserve Board, and top global banks Board of Directors
- Utilize strategic collaboration skills over a span of almost 9 years with Payment Product Managers and Executive Sales Teams. Expertly developing Business Case Analyses, Sales Proposals, & Executive Summary documentation for leading Financial Institutions worldwide, generating over 2 million dollars in revenue for The Clearing House
- Manage team budgeting & P&L accounting & reconciliation. Salesforce product owner, handling contract negotiation & billing administration
Systems Automation Lead CRM
Merz Pharmaceuticals
11.2010 - 11.2011
- Designed, Developed, Implemented & Tested Synergistix, a unique CRM Sales Tool for the Pharma Sector, leading the CRM Sales initiative through requirements gathering and agile methodology
- Contributed significantly to business growth efforts with successful execution and delivery of multiple large-scale projects by managing CRM for all 8 North American Regional Sales Teams for Merz Pharma
- Managed all aspects of System Usage, System Training, Technical Maintenance, Sales Analytics, Business Requirements, Engagement Statistics, Management Presentations, Verification of Medical Licenses, Auditing of procedures and Executive Reporting
IT Systems & Product Support Specialist- Intermediate
Volvo Group North America
04.2003 - 10.2010
- Ensure all System Product Technical Specifications were correct follow the CAD (Computer Aided Design) graphical drawings for the Engineering team
- Provided Customer & Technical Support for all US X12 and European ETSI Standards for the Volvo North America EDI (Electronic Data Interchange) Transactional System Network
- Implementation/Training/Customer & System Support for the Volvo Logistics TMS (Transportation Management System)
- System IT Support for all SAP & Oracle based, End User Application Interfaces, Internal Product /Billing Systems for Internal and External Clients of Volvo Trucks North America
Global Support Specialist/Programmer Team Lead
IBM Global Services
05.1997 - 07.2002
- Collaboration of cross systems support & upgrades between EDI, Software Engineering, Database Engineering, Programming, and Software teams, including 24/7 mainframe support monitoring.
- Program Y2K initiative; integration of new millennium coding structures; Led migration to a Graphical User Interface Application while decommissioning the Mainframe Billing System.
- Developed comprehensive training materials, ensuring consistent delivery of global support services.
Education
Bachelor of Science - Information Systems Operations Management
University of North Carolina At Greensboro
Greensboro, NCSkills
- Customer Relationship Mgt, Sales Support, People Mgt/Inter-department collaboration & Leadership
- Project Mgt, Requirements gathering & Product Support Initiatives
- Salesforce Implementation / Automation / Integration /Release Upgrades/ Scrubbing & Data Integrity
- Business Process Improvement & Streamlining/KPI Metrics Implementation & Reporting
- Payments Industry expertise The Clearing House Payment Products': (EPN, CHIPS, IMAGE, RTP, OFAC, UPIC) & Federal Reserve Payment Products': (FedNow, FedWire, ACH)
- Multiple platform (SAP, Oracle, SF Classic/Lightning) application & systems support
- Vendor Assessments/Negotiations & Third Party Mgt (SOC Compliance)
- Due diligence/Auditing/Legal Contract Administration
- Enterprise Risk Mgt/Business Continuity Planning/Procedural documentation
- Analytics-Business Cases/Financial Forecasting & Sales Proposal Writing
Certification
- Certified Salesforce.com Administrator 2017
- MCP-Certified Network Microsoft Professional 2000 (Network-Server and Workstation)
- APICS ( Operations Management ) Certification
Applications
Salesforce.com (Classic & Lightning) (Sales, Service & Marketing Clouds, API, APEX) ServiceNow, Archer (ERM), MS Dynamics (NAV), Microsoft 365, Synergy Mainframe, SAP & Oracle platforms (Order/Invoicing & TMS Applications) Synergytix (CRM Application), Ariba (Contracts Administration Application), DocuSign, Microsoft Suite(SQL, SharePoint, Powerpoint, Power-Tables, Access, Word, Excel(Formulas, V-Lookups, Pivot Tables, XREFs, INDIRECT, Dependent fields, Charting, Forms)), Database Mapping, Visio, Photo Editing Apps, CAD/Graphical Engineering Applications, Video/Tutorial Software, Workday, ADP
Timeline
Customer Relationship Manager
The Clearing House
03.2014 - 10.2022
Systems Automation Lead CRM
Merz Pharmaceuticals
11.2010 - 11.2011
IT Systems & Product Support Specialist- Intermediate
Volvo Group North America
04.2003 - 10.2010
Global Support Specialist/Programmer Team Lead
IBM Global Services
05.1997 - 07.2002
Bachelor of Science - Information Systems Operations Management
University of North Carolina At Greensboro
- Certified Salesforce.com Administrator 2017
- MCP-Certified Network Microsoft Professional 2000 (Network-Server and Workstation)
- APICS ( Operations Management ) Certification
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