Sign in

Manager Management

Bradenton, FL
December 27, 2018

Contact this candidate


Peter Goyal


A consultant, ADM 201 certified administrator, IBM Certified IT Specialist with 20 years of experience consulting, architecting solutions, program and engagement management to properly implement, other CRM, and ERP packages. Global experience in multi-country CRM business transformation initiatives with fortune 500 clients which allows a single point of view of the CRM customer and end user. Ability to navigate between the business and technical domains of enterprise software implementations and provide leadership across both domains. Extensive experience creating and capturing CRM value not only through technology but including Strategy and Channels, Process, Management, and People.


CRM Vision Strategy & Roadmap

CRM Implementation Test &


CRM Software Selection

Cloud Migration


Sales & Marketing

Salesforce Security

Business Process Reengineering& Development

Loyalty Mgmt

Customer Mgmt

Salesforce Reports & Dashboards

Vertical Solutions


Enterprise Integration

Salesforce Process Builder

Strategic Account Mgmt

Channel value proposition and deployment

CRM Service & Support


Enterprise Beacon

April 2014 – Present

Industries Supported: High Tech, Healthcare, Public Sector

Positions Held: Practice Director – Salesforce

Leadership: Acted as a trusted advisor to clients looking to migrate to from legacy CRM deployments and make use of Amazon Web Services as part of the migration strategy. Partnered with customers to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals. Developed a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.

Management: Served as Client/Engagement Executive for multiple client engagements deploying CRM technologies. Engagement and program management tasks included customer success, scoping, and budgets. Facilitated daily interaction with business unit executives to effectively manage overall projects to a timely completion based on project plans and budget. Presented reports to the steering committees of ongoing programs. Managed onshore and offshore development, test, and operations support teams.

Strategy: Currently working on a 3-D based data solution and managed package to allow customers to visualize their data in a virtual setting. Using gamification techniques, customers will be able to visualize and manipulate their data models, metadata, and all associated data in a 3-D setting. Led roadmap, architecture and design sessions for clients wanting to migrate to from legacy CRM deployments. Led strategy and roadmap sessions with key business stakeholders in evaluating current business processes as they related to current CRM and marketing deployments and future state. Acted as a trusted advisor for key marketing and CRM business processes surrounding lead, opportunity, account, and contact management. Led deep-dive client sessions surrounding integration of current and future state marketing and CRM processes such as MQL, SAL, SQL, and opportunity management.


June 2013 – March 2014

Industries Supported: Pharma, High Tech

Positions Held: Salesforce Practice Manager, Engagement/Program Manager

Leadership: Focused on business development towards growing the newly created national Capgemini Salesforce practice, through consultative selling of professional and business management services and offerings.

Management: Responsibility for defining solutions for clients. Program management tasks included working as the lead liaison to the business, working with senior management for daily status calls and resolving escalations. Presented solutions, options and proposals to all levels, from the team to client senior management. Prepared budgetary estimates for architected solutions. Provided scoping, feasibility and impact assessments to senior management.

Strategy: Participated in integration strategy discussions with business leads. Led the overall CRM software selection for clients. Translated customer requirements into an implementable solution architecture which minimized technical risks. Prepared for the development of the application by evaluation and selection of development methodologies and tools. Provided elements of business analysis, such as taking specifications from the business and tailoring them to provide a solution supported by functionality.


June 2012 – April 2013

Industries Supported: Insurance

Positions Held: Technical Manager/Lead Architect

Cognizant Technology Solutions

January 2010 – June 2012

Industries Supported: Banking/Financial Services, Retail, CIME, Insurance, Healthcare, Life Sciences

Positions Held: Director/Senior Manager, Customer Solutions Testing, CTS Business Consulting

IBM (International Business Machines)

May 2001 – January 2005/February 2006 – January 2010

Industries Supported: High Tech, Media, Telecom, Pharmaceutical, Airline

Positions Held: Engagement/Program Manager, Technical Project Manager, Lead CRM Architect, Technical Lead, Senior IT Specialist

Certifications: IBM IT Specialist, Open Group Master IT Specialist


January 2005 – February 2006

Industries Supported: Retail, Energy, Logistics, Distribution, Document Services

Positions Held: Senior Consultant, IT Audit Lead, IT Risk and Advisory Lead


August 2000 – May 2001

Industries Supported: High Tech

Positions Held: Senior Consultant


July 1998 – August 2000

Industries Supported: Real Estate, Automotive, Food and Beverage

Positions Held: Senior Consultant

Hewitt Associates LLP

October 1997 – July 1998

Industries Supported: Banking

Positions Held: Consultant


Bachelor of Arts Studies 1991-1997

University of Tennessee Knoxville, TN

University of Central Florida Orlando, FL


Temple High School Temple, TX


ADM 201 Certified Administrator

Certification #16616979

Issuing Authority:

IBM Certified IT Specialist

Issuing Authority: IBM

Contact center applications

Cloud migration

Business process management (BPM)


Customer relationship management (CRM)

Quote, price, contract & order management

Content & knowledge


Analytics, metrics & measurement

Master data management (MDM)





Contact this candidate