SARAH VOSS

• Management Oversight for Global Salesforce CRM Application with Sales, Service, Field Service, Marketing, Pardot, Communities Experience Cloud, Mulesoft, Heroku, Manufacturing and Sales Enablement
• Provide leadership, guidance, and assistance for ongoing development and mentoring of internal team
• Leverage and maintain relationship with 3rd party AMS off-shore development team for ongoing Salesforce support, maintenance, enhancements and updates
• Maintain annual CRM Budget with operational costs for vendor, software, travel and employee expenses
• Developed Project Management Standards and Methodology and ensure adherence to milestones, deliverables and budget for multiple ongoing projects
• Streamlined Categorization of Enhancement Requests, Incidents, Bug Fixes and Service Requests for ongoing maintenance and updates to CRM System
• Standardized Release Management Process
• RFP for Vendor Management Selection
• Define and develop CRM strategy and consult with key stakeholders to formulate Salesforce roadmap
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Assisted in development of long-term strategies to grow department and resources.
• Developed new employees and on-going performance assessment of current employees.
• Conducted performance evaluations, compensation review and hiring to maintain appropriate staffing requirements.
• Provide key project updates communicating status, issues, risk and schedule along with defining key Salesforce metrics for presentation in monthly meetings
• Ensure definition of business requirements and acceptance criteria for new project requests assessing need, risks, and benefits for prioritization and development of system enhancements

Manager, CRM Applications

• Streamlined multiple 3rd Party Development support teams into a standardize AMS support contract
• Conducted Regional Center of Excellence meetings highlighting new platform enhancements and communicating best practices
• Oversight of 3rd party vendor management contracts and negotiation relating to CRM applications
• Managed successful CPQ Implementations across multiple divisions leveraging guided selling, pricing constraints, workflows and standardized quote templates
• Implementation of WalkMe Sales Enablement Training tool to enhance user knowledge and adoption
• Procured Metazoa, DemandTools, OwnBackup and XL Connector to aid internal and development teams support and maintenance
• Expanded CRM Platform and onboarded additional affiliate companies onto common platform
• Guided organizational technology strategy and roadmaps.
• Established and enforced project timelines and deadlines.
• Implemented best practices to drive quality IT project delivery
• Managed system development life cycle from requirements analysis through system implementation

Safway’s combination with Brand Industrial formed BrandSafway; a global company in over 25 countries. Currently managing a team supporting Salesforce and responsible for platform maintenance, enhancement and governance.
• Managed Global Launch of Salesforce to 1200 Users, bringing multiple divisions and business units onto a common platform, implementing multi-language, multi-currency and transitioning existing Salesforce Classic user interface to Salesforce Lightning
• Re-architected and designed global account structure to allow for multiple branch relationships on a single account eliminating siloed structure and providing greater visibility into account activity
• Developed and lead Global CRM Working Group to review, discuss and approve system changes and enhancements
• Established process for ongoing release enhancements into a sprint development cycle for Global Platform Governance model, ensuring testing and migration of changes through proper environments
• Manage all project requests and enhancements through Salesforce Agile Accelerator for tracking and Sprint Planning
• Coordinated installation and training of Commercial lead source tools from app exchange
• Managed off-shore development team for system development, enhancements and project updates
• Leverage and maintain relationship with 3rd party Vendors for ongoing Salesforce support, maintenance and enhancements
• Participate in IT Leadership meetings and present Salesforce activities and Monthly KPI Metrics
• Mentor and develop internal teams
• Implementation of Global Salesforce CPQ Project

Salesforce Platform Manager/Business Process Analyst

Focused on Business Process Improvement and optimizing the Salesforce Platform for efficiency
In addition, was the Solo System Administrator responsible for managing the Salesforce Platform supporting over 400 users
In this role, I developed numerous system enhancements and creative solutions to maximize my own productivity as well as that of our sales team

• Developed, implemented and communicated Salesforce system enhancements to increase productivity, support of process improvements and corporate compliance
• Provided training and documentation of system changes, processes and enhancements for salesforce users
• Launched Chatter and upgraded Salesforce platform to new Salesforce User Interface, provided training and communication to team
• Collaborated with internal and cross functional teams to define requirements and solution design to track multiple discipline opportunities
• Updated Salesforce Dashboards with KPIs for sales teams and management, providing consistent view throughout organization
• Transitioned marketing team from Vertical Response and implemented Pardot
• Implemented Salesforce Partner Portal for team in Brazil to allow for opportunity tracking
• Provided training and support to launch Salesforce1 Mobile
• Implementation and onboarding of new company acquisitions onto Salesforce establishing common, centralized process

• Point person for Business Units, Branch and Distributor personnel serving as a Regional System Administrator and Business Analyst responsible for Salesforce in Brady North America
• Served as liaison and trusted business advisor for multiple business units and departments
• Recommended best practices and focused on effectiveness of tool to increase adoption and ROI
• Led monthly Center of Excellence meetings with Super Users to share project statuses, system updates, best practice sharing
• Key member of global internal Salesforce team, defining and supporting Salesforce system governance
• Sought IT Committee approval, defined and developed project plan, and conducted implementation Salesforce for Brady Brazil
• Leveraged interpersonal effectiveness to champion Salesforce and new processes to super users within the field
• Launched and Integrated replacement of existing Marketing Automation Tool (SilverPop) with Eloqua
• Selected member to represent IT within Corporate DVOC (Discovery Voice of Customer) Initiative team to research, interview and identify new product opportunities for prospective customers
• Defined and implemented Global Chatter Rollout and Launch
• Developed multiple projects, including account data validation rules, Google Email Gadget launch, and role hierarchy transformation
• Development and training of DemandTools scenarios for business end use

• After the acquisition of Metavante by FIS, I was retained as a Project Manager for high visibility and wide reach enterprise projects for FIS, working on key combination projects
• Led change and project management for replacement of existing email client(Lotus Notes) to Microsoft Outlook effecting over 5000 business users
• Developed, measured and conducted analysis and review of monthly Balanced Business Scorecard (KPIs) metrics for corporate systems department
• Upgrade of Microsoft Office Communications Server 2008 to R2 and establish availability of tool throughout recently acquired organization in integration
• Managed, communicated and coordinated transition to new corporate web conferencing tool, standardizing common platform within new corporation (Webex)
• Developed, conducted and managed communication plan and training program to transition from existing CRM platform to a new tool combining sales teams on new platform
• Replacement of existing AllView Document Management tool with Knowledge Lake
• Integration of Knowledge Lake with SharePoint, Windows Rights Management Services and Internal Entity Management System tool.

• Key member of the team that researched, reviewed and selected Salesforce as new CRM tool
• Building the Salesforce presence from the ground up, I was part of the requirements definition and business process review sessions conducted to consolidate 12 different business units from recent acquisitions onto a common platform
• I performed the implementation and rollout of Salesforce within Metavante, coordinating the training, development of communication plan, defining and creating a centralized support process, and validating the solution met defined business requirements
• Managing a team of direct reports, I was responsible for all business process design, development, implementation, training, support, enhancements and ensuring the success and adoption of the tool
• Salesforce Implementation combining multiple different sales systems and defining key business requirements to bring multiple disparate business units onto a common platform
• Coordinated and developed training curriculum to train over 475 users in 30 days, via webinars, onsite training and e-learning modules
• Developed process to manage support of new tool by creating centralized help desk for support issues and processes identifying methods to contact support
• Identified and implemented processes and technology to maximize efficiency for various departments and sales teams throughout the organization
• Documented and prioritized new releases and customizations to the system to improve productivity and leverage best practices
• Managed ongoing new releases and customizations to the system, developed training curriculum and designed process for users to receive ongoing support
• Oversaw and defined efficient processes for data integration, customer support, training and communication
• Collaborated with other business departments to integrate Salesforce.com with other internal systems and processes, including BMC Remedy, internal Commitment Tool and Client Survey Process
• Integrated data for third party survey tracking tool, CustomerSat, into Salesforce.com and streamlined process for sending monthly survey notifications
• Integrated Salesforce.com with other strategic corporate IS tools as well as integrated external databases
• Created role-based dashboards and reports for internal salesforce user community
• Integrated internal sales forecasting tool with sales pipeline tool- oversaw integration, test cases, rollout and training

• Project based analysis for continuous improvement of business systems and operations
• Performed system analysis and enhancements to achieve operational efficiency
• Transitioned internal report writing tool from Focus to Crystal Reports and implemented Crystal Enterprise as company-wide report automation and distribution tool
• Participated in lifecycle development, defined requirements and identified system impacts to technical interfaces for small- and large-scale projects
• Performed data mapping and analysis to support the implementation of new clients
• Managed project and coordinated updates of multiple systems to ensure compliance with government regulations
• Served as a resource for escalated issues from help desk support team members

Process Analyst

• Project based analysis for continuous improvement of business systems and operations
• Performed system analysis and enhancements to achieve operational efficiency
• Transitioned internal report writing tool from Focus to Crystal Reports and implemented Crystal Enterprise as company-wide report automation and distribution tool
• Participated in lifecycle development, defined requirements and identified system impacts to technical interfaces for small- and large-scale projects
• Peformed data mapping and analysis to support the implementation of new clients
• Managed project and coordinated updates of multiple systems to ensure compliance with government regulations
• Served as a resource for escalated issues from help desk support team members

Mortgage Associate

Original team member of start-up company provided opportunity to design and develop new processes and procedures

• Adapted to a rapidly changing environment and performed a wide range of tasks
• Contributed creative, out of the box solutions for the ever-changing growth environment
• Designed and implemented procedures for trust accounting and loan shipping
• Conducted analysis of existing database and coordinated direct marketing campaign for customers with high interest rates
• Process design, development and documentation of new procedures
• Provided operational reporting to senior executives