Lindsey Hieber

• Manage configuration in Salesforce, such as flows, triggers, approval process, custom objects, metadata types, process builders, workflows and validation rules.
• Increased the efficiency of the Customer Success process by 15% every year by optimizing flows and triggers.
• Assisted in acquiring and migrating two separate companies into the Toast Salesforce Ecosystem.
• Participate in agile ceremonies, such as user story grooming, sprint planning, sprint retrospective etc.
• Strong Salesforce product knowledge with hands-on experience in Service Cloud, Field Service Lightning, Lightning Experience, Salesforce Communities, etc.
• Spend up to 30% of my time resolving end-user issues in Servicenw and assisting with training on tools like Jira, Marketo, Pendo, Conga, and Docusign.

• Led implementation of Salesforce Lightning, which reduced Customer Success support cases time to close by 35%
• Led overall implementation of Field Service Lighting to help drive better utilization in the field which in return reduced customer implementation costs by 5%
• Conceived and launched the Customer Success team Operations Help Desk, a set of tools and processes that prioritize the most impactful projects to our organization
• Evaluated and identify all tools for Customer Success prior to purchase to increase contract value while minimizing risk to the company
• Integral relationship builder between Customer Success and other key stakeholders to ensure that all participants are driving towards project targets.

• Revamped customer on-boarding workflow, and retrained 40 internal team members and 3,000 customers on the new process. Resulting in increased customer value and time to live.

Facilitated the growth of the enablement team to hire two people to take on additional responsibilities.

• One enablement manager to handle on-boarding and training over 10 new hires each month in a variety of positions
• One enablement specialist to leverage technology such as Litmos and Salesforce.com to develop programs to support the team in driving growth and future learning and development.

• Responsible for overall success of 100+ customers while supporting each of them in transitioning to the Toast system.
• Excelled within a fast-paced, customer centric role that involved constant communication as well as understanding how to prioritize customer needs.