Summary
Overview
Work History
Education
Skills
Certification
Open to relocation
References
Timeline
Generic

Sarah Voss

Colgate,WI

Summary

Experienced Applications Leader adept at overseeing, enhancing, and expanding business application platforms to meet organizational goals. A collaborative and dedicated leader committed to cultivating partnerships with stakeholders to promote and foster an engaged, empowering work culture focused on aligning project, application and customer needs. Proven ability to build productive relationships with colleagues, clients, and vendors across functional and technical disciplines Demonstrated proficiency in Salesforce CRM encompassing implementation, support, management and strategic roadmap development Management and Team Building | Global Platform Governance | Strategic Roadmap Vision Cross Functional Collaboration | Vendor Relationship Management | Release Management Continuous Process Improvement | Change Management | Project Delivery

Overview

21
21
years of professional experience
1
1
Certification

Work History

Sr. IT Manager, CRM Applications

Komatsu
Milwaukee, WI
11.2019 - Current
  • Management oversight for Global Salesforce CRM Application with over 3,100 users leveraging Sales, CPQ, Service, Field Service, Marketing Engagement, Marketing Cloud, Experience, Heroku, Mulesoft, Manufacturing, and Einstein GPT used for service management, machine tracking, configuration and sales forecasting
  • Implemented standardized release management and centralized support process categorizing requests and ensuring adherence to defined SLAs with AMS support Vendor
  • Strengthened CRM platform partnering with strategic vendors to ensure backup standards for DR and implementation of operational efficiency tools for platform analysis and optimization
  • Facilitated contract negotiation and renewal with Salesforce acquiring Manufacturing Cloud licenses
  • Establish and define strategic CRM vision, consulting with key stakeholders to formulate Salesforce roadmap and process improvement opportunities
  • Partner with business leaders to deliver capabilities that support company objectives consistent with corporate values and strategy
  • Maintain annual CRM Budget with operational costs for vendor, software, travel and employee expenses
  • Enforce project management standards and methodology ensuring adherence to milestones, scope, deliverables and budget for multiple projects, providing key updates to senior leadership and stakeholders
  • Provide leadership, guidance and mentoring of teams through assessment, evaluations and interaction
  • Interact and negotiate with multiple vendors to secure products, services and project implementations
  • Consistently pursue and obtain understanding of industry best practices and advancements in product technology.
  • Implemented strategies for improving customer service levels through enhanced use of technology.
  • Worked closely with vendors to negotiate contracts and select appropriate products or services.

Global CRM Manager

BrandSafway
Waukesha, WI
11.2011 - 11.2019
  • Established and executed strategic vision for CRM Platform and reported key operational metrics
  • Initially joining as solo System Administrator supporting the Salesforce platform supporting over 400 users, I facilitated the growth of the CRM program supporting corporate integration and global expansion
  • In addition, I cultivated and developed the team responsible for platform governance, maintenance and enhancements
  • Established structured process for ongoing release enhancements within a global platform governance model, ensuring testing and migration of changes across proper environments for seamless deployments
  • Evaluated and assessed impact of changes on workflows and business processes, identifying potential risks and mitigation strategies ensuring continuity of operations during transition
  • Led the implementation and onboarding of new company acquisitions onto Salesforce establishing centralized processes ensuring smooth integration and unified operations
  • Developed and presented KPI metrics, highlighted strategic Salesforce activities in Monthly IT Leadership meetings
  • Cultivated and maintained relationships with third-party vendors directing internal and offshore teams for ongoing Salesforce support, maintenance ensuring consistent quality and timely deliveries.

North America CRM Business Analyst

Brady Corporation
Milwaukee, WI
01.2010 - 01.2011
  • IT Product owner for Salesforce CRM platform establishing best practices with focus on effectiveness to increase adoption and ROI
  • Liaise with key business stakeholders to align on goals and objectives and formulate product roadmap
  • Championed IT Committee approval, formulated and executed delivery of Salesforce implementation for Brady Brazil enabling centralized Sales Management process
  • Managed launch and seamless integration of Eloqua as replacement for existing automation tool
  • Conducted Monthly center of excellence meetings with super users facilitating the dissemination of project updates, system advancements and best practices
  • IT representative for Corporate DVOC (Discovery Voice of Customer) conducting research, interviews and identifying new product opportunities for potential customers
  • Held a pivotal role as a key member of the global salesforce team contributing to the definition and support of Salesforce system governance
  • Directed the development of multiple projects with global project execution encompassing account validation rules, google email gadget, role hierarchy transformation, global chatter rollout and DemandTools training and scenarios.

Project Manager/ Salesforce Manager

FIS / Metavante
Milwaukee, WI
01.2004 - 01.2010
  • Initially serving as a CRM Business Analyst, I transitioned into management of CRM platform, responsible for adoption, training, support, maintenance and application advancement
  • Following the merger of Metavante and FIS, I transitioned into a Project Management role
  • Leading the inception of Salesforce from its foundation, I played a pivotal role in researching, evaluating and selecting Salesforce as new CRM Tool
  • Additionally, I spearheaded the establishment and development of a dedicated team to provide aligned support for the CRM platform
  • Strategically planned, designed and scheduled phases for large-scale corporate wide projects ensuring efficient execution and timely completion
  • Developed, assessed and conducted monthly analysis and review of balanced business scorecard metrics (KPIs) for corporate systems department enabling data driven decision making and performance evaluation
  • Supervised team responsible for end-end business process design, development, implementation, training, support and enhancements ensuring success and adoption of platform
  • Continually evaluated new product releases, add-on applications and emerging trends to improve and optimize application functionalities aimed at boosting productivity, fostering process improvements and ensuring compliance
  • Spearheaded implementation and rollout of Salesforce, developed comprehensive training and communication program, and established centralized help desk for ongoing support of the application.

Education

BBA Finance and Marketing -

University of Wisconsin - Milwaukee

Skills

  • Operational Effectiveness
  • Process Optimization
  • Strategic Planning
  • CRM
  • Salesforce CRM
  • Management and Team Building
  • Global Platform Governance
  • Strategic Roadmap Vision
  • Cross Functional Collaboration
  • Vendor Relationship Management
  • Release Management
  • Continuous Process Improvement
  • Change Management
  • Project Delivery
  • Salesforce Certified System Administrator
  • Salesforce Certified Developer
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Platform App Builder

Certification

  • Salesforce Certified System Administrator
  • Salesforce Certified Developer
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Platform App Builder

Open to relocation

  • Open to relocation

References

References available upon request.

Timeline

Sr. IT Manager, CRM Applications

Komatsu
11.2019 - Current

Global CRM Manager

BrandSafway
11.2011 - 11.2019

North America CRM Business Analyst

Brady Corporation
01.2010 - 01.2011

Project Manager/ Salesforce Manager

FIS / Metavante
01.2004 - 01.2010

BBA Finance and Marketing -

University of Wisconsin - Milwaukee

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Sarah Voss