Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Steven B Carter

Chicago,IL

Summary

Experienced Salesforce Project Manager with a strong emphasis on client engagement and project management excellence. Notable success in Salesforce implementation and platform adoption, resulting in improved account retention and growth metrics. Expertise in risk management and relationship development, providing strategic solutions that maximize customer satisfaction and value.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Principal Customer Success Manager

Salesforce
Greater Chicago Area
02.2024 - 12.2024
  • Customer Relationship Management & Strategic Advisory: Establish and maintain strong, long-lasting relationships with key stakeholders in enterprise-level organizations
  • Serve as a trusted advisor, providing insights on industry best practices and Salesforce solutions
  • Adoption & Value Realization: Drive user adoption and optimize Salesforce solutions through tailored training and enablement programs
  • Continuously monitor customer health and satisfaction, identifying opportunities for growth and optimization
  • Issue Resolution & Cross-Functional Collaboration: Proactively identify and resolve customer issues, ensuring high satisfaction and retention
  • Collaborate with Sales, Product, and Technical Support teams to deliver a cohesive and high-quality customer experience
  • Team Mentorship: Mentor and support several teammates, providing guidance, sharing best practices, and fostering professional development within Salesforce

Senior Technical Account Manager

Salesforce
Greater Chicago Area
01.2023 - 01.2024
  • Acted as primary contact for Salesforce’s Signature customer accounts, ensuring alignment with business goals.
  • Maintained focus on customers' technical and operational health to maximize Salesforce investment value.
  • Proactively identified key events, potential risks, and value drivers to support customer success.
  • Built strong relationships through effective communication and deep knowledge of Salesforce platform.
  • Developed understanding of customer implementations, sharing best practices and promoting proactive services.
  • Facilitated optimization of the platform during critical peak events to enhance customer outcomes.
  • Served as main technical interface for Signature customers, collaborating with internal and external partners.
  • Advocated for customers during major incidents, managing expectations and communications until resolution.

Principal Customer Success Manager

Salesforce
Greater Chicago Area
07.2021 - 01.2023
  • Assigned to Mid-Market Commercial East / CBS-East BU
  • Business consultant aligning customer executives with Salesforce’s best ideas, innovations, and capabilities to help them achieve their business goals
  • Core responsibilities include client retention, solution adoption, and ACV growth
  • Assist customers as needed with setting up and navigating programs or software associated with Salesforce products and services
  • Includes Quarterly Business Reviews, engagement roadmaps, and assisting sales with AOV related activities and events

Sr. Salesforce Project Manager - Strategic Accounts

Salesforce
Chicago, United States
09.2019 - 07.2021
  • Company Overview: Salesforce Silver Partner
  • Senior Salesforce project manager at Salesforce Silver Partner with primary account P&L responsibility
  • Primary accountability for project success and building long-term client partnerships
  • Proven track record acting as a trusted advisor to executive decision-makers and their stakeholders
  • Hands-on implementation subject matter expertise in the Salesforce Sales / Service / Community / FSL clouds, and Pardot
  • Core responsibilities include ownership of project kickoff/discovery, solution design (configuration and APEX development), requirements collection and documentation, executive and stakeholder management, budget and resource utilization management, and overall customer experience
  • Client verticals include manufacturing, retail, professional services, transportation, information technology, industrial, printing, construction, medical supplies, real estate, and education
  • Project-related integration experience includes Siebel, QuickBooks, Sage, SalesLogix, CPM, Fishbowl, Commercient, eShopify, O365, Gsuite, and Marketo
  • Salesforce Silver Partner

Sr. Business Consultant / Salesforce Administrator & Consultant

SBC Consulting (of Chicago)
Greater Chicago Area
06.2017 - 09.2019
  • Independent consultant specializing in CRM (Salesforce), strategy & planning, solution architecture, engagement management, project management, business analysis, and continuous improvement within operational and account management teams
  • Heavy emphasis on consulting, CRM (Salesforce), Lean Six Sigma (LSS), engagement management, process (re-)engineering, technology, project management (Agile), and profit

VP - Customer Experience / Salesforce Administrator

BBMC Mortgage
Greater Chicago Area
02.2016 - 05.2017
  • Senior leader of both functional and project teams; included customer experience (CX) program, CRM (Salesforce, Velocify) lead analytics & reporting (marketing, sales ops), digital marketing performance, client relations programs (VOC), customer care, customer loyalty, vendor management, technology, project management (LSS & Agile), and continuous improvement

VP - Customer Experience & Marketing Analytics

Guaranteed Rate
Chicago, IL
08.2012 - 08.2015
  • Senior leader of both functional and project teams; included customer experience (CX) program, CRM (Velocify & proprietary), lead analytics & reporting (marketing, sales ops), digital marketing performance, client relations programs (VOC), customer care, customer loyalty, vendor management, technology, and continuous improvement
  • Heavy emphasis on strategy, P&L, performance vs
  • KPI's (financial, operational & people), CRM, spend optimization (leads/sales forecasting, modeling, ROI, etc.), customer satisfaction & loyalty, project management (Lean Six Sigma (LSS) & Agile), SEM (PPC, SEO), VOC, and process (re engineering)

Sr. Business Consultant / Salesforce Administrator & Consultant

SBC Consulting (of Chicago)
Greater Chicago Area
02.2011 - 10.2012
  • Independent consultant specializing in CRM (Salesforce), strategy & planning, solution architecture, engagement management, project management, business analysis, and continuous improvement within operational and account management teams
  • Heavy emphasis on consulting, CRM (Salesforce), Lean Six Sigma (LSS), engagement management, process (re-)engineering, technology, project management (Agile), and profit
  • (Re-)implemented CRM (Salesforce) solution for startup SaaS organization in SF bay area
  • Responsibilities included: engagement management, needs assessment, gap analysis, process engineering, report/dashboards, implementation, data scrub, QA, etc
  • Resulted in savings of $65k+, improved billing accuracy (eliminated missed/double billing), and 25% reduction in billing time

Senior Director - Client Service & Operations / Salesforce Administrator

PointRoll
Greater Chicago Area
07.2009 - 02.2011
  • Senior manager of both functional (120+ FTE) and project teams; included CRM (Salesforce Admin), account management, client services, customer success, ad operations, digital production, QA, and Lean Six Sigma (LSS)
  • Heavy emphasis on CRM (Salesforce), strategy, P&L, performance vs
  • KPI's (financial, client satisfaction & retention, operational, and people), revenue / sales, technology, sales / customer support, client onboarding, product demos, product development, project management (LSS & Agile), and outsourcing
  • Led multiple cost reduction, efficiency, and capacity initiatives impacting account management, sales operations and ad operations
  • Projects increased total revenue ($5MM+) and created annual savings ($300k+)
  • Partnered with customers, business development, product management, and application development teams to develop and implement new strategic products and services
  • Created new annual revenue streams ($2MM+); Total revenue $7MM+

Senior Director - Client Service & Operations / Salesforce Administrator

ShopLocal
Greater Chicago Area
07.2005 - 07.2009
  • Senior manager of both functional (120+ FTE) and project teams; included CRM (Salesforce Admin), account management, client services, customer success, ad operations, digital production, QA, and Lean Six Sigma (LSS)
  • Heavy emphasis on CRM (Salesforce), strategy, P&L, performance vs
  • KPI's (financial, client satisfaction & retention, operational, and people), revenue / sales, technology, sales support, client onboarding, product demos, product development, project management (LSS & Agile), and outsourcing
  • Led account management team through heavy annual growth; maintained high client retention rate, maintained existing revenue stream, and capitalized on new revenue opportunities (up-sell, cross-sell, new product development)
  • Revenue & transaction volume (+260%); Total number of accounts (+130%); Client retention: Top 10 (100%) / Top 25 (96%)
  • Led client services team in the areas of revenue (digital), IT project management (Agile, SDLC), customer collaboration, solution implementation and CRM (Salesforce.com)
  • 50+ client projects valued up to $350k per; Annual revenue $1.5MM+; Total revenue $7MM+

Director - Client Operations & Operational Excellence

Greater Chicago Area
01.2005 - 07.2005
  • Senior manager of the Client Operations (150+ FTE); included CRM (Salesforce Admin), account management (project management), production (digital, WCM, QA, vendor management), and Lean Six Sigma (LSS)
  • Heavy emphasis on CRM (Salesforce), P&L, performance vs
  • KPI's (financial, client satisfaction, operational & people), strategy, project management (LSS & Agile), and outsourcing
  • Built Operational Excellence group, applied Lean Six Sigma framework & tools, implemented standard operating procedures (SOP's), and established improved policy; resulted in rapid improvement of core business performance
  • 1st yr: productivity (+30%), on-time delivery (+15%), and quality (+20%)

Education

Lean Six Sigma Certificate - Lean Six Sigma

Villanova University
01.2011

BS - Advertising

Southern Illinois University
Carbondale
06-1993

Skills

  • Client Engagement Leadership
  • Salesforce Certified (8x)
  • Agile Certified (2x)
  • Stakeholder Management
  • Customer Success Leadership
  • Account Retention, Adoption, and Growth
  • Solution Strategy and Implementation
  • Risk Mitigation and Resolution
  • QA / UAT

Certification

Salesforce Certifications:

  • Salesforce Sales Cloud Consultant
  • Salesforce Administrator
  • Salesforce Platform App Builder
  • Salesforce Marketing Cloud Engagement Specialist
  • Salesforce Service Cloud Consultant
  • Salesforce Associate
  • Salesforce Business Analyst
  • Salesforce AI Associate
  • 4-Star Ranger (Trailhead)

Scrum.org Agile Certifications:

  • Professional Scrum Master I (PSM I)
  • Professional Scrum Product Owner I (PSPO I)

Other:

  • Google Analytics
  • Lean Six Sigma Black Belt

Timeline

Principal Customer Success Manager

Salesforce
02.2024 - 12.2024

Senior Technical Account Manager

Salesforce
01.2023 - 01.2024

Principal Customer Success Manager

Salesforce
07.2021 - 01.2023

Sr. Salesforce Project Manager - Strategic Accounts

Salesforce
09.2019 - 07.2021

Sr. Business Consultant / Salesforce Administrator & Consultant

SBC Consulting (of Chicago)
06.2017 - 09.2019

VP - Customer Experience / Salesforce Administrator

BBMC Mortgage
02.2016 - 05.2017

VP - Customer Experience & Marketing Analytics

Guaranteed Rate
08.2012 - 08.2015

Sr. Business Consultant / Salesforce Administrator & Consultant

SBC Consulting (of Chicago)
02.2011 - 10.2012

Senior Director - Client Service & Operations / Salesforce Administrator

PointRoll
07.2009 - 02.2011

Senior Director - Client Service & Operations / Salesforce Administrator

ShopLocal
07.2005 - 07.2009

Director - Client Operations & Operational Excellence

01.2005 - 07.2005

Lean Six Sigma Certificate - Lean Six Sigma

Villanova University

BS - Advertising

Southern Illinois University

Similar Profiles

CREATE PROFILE