Sales Customer

AMY CLARK ! 415-***-**** !

***.*****@*************.***

Salesforce.com Professional Summary:

* ***** ** ********* ******* with Salesforce.com. Salesforce.com Certified

Administrator; Salesforce.com Certified Advanced Administrator; Consulting and

Administration approach that emphasizes user experience/user adoption, roll-out

planning/training, change management/communication and ongoing customer

success

SUPPORTINGCRM Redwood City, CA CEO/Principal Consultant

2010 to Present

Engagements:

Forecasting Software Company

Salesforce Consultant: 5/14-7/14

• Migrated customer portal users and content from Get Satisfaction to

Salesforce.com Community

• Completed integration between Jira Cloud and Salesforce

Adaptive Insights

Salesforce Consultant/Area VP of Customer Success: 10/12-4/14

• Led/Managed organization wide project to re-implement 10 year old Salesforce

instance

• Defined project requirements; selected vendors, negotiated terms and managed

business relationships

• Integrated Salesforce.com with: Zendesk, Adaptive’s customer usage data,

NetSuite & OpenAir using Celigo/Salesforce Connector

• Configured Territory Management used Terralign to implement zip code based

solution

• Implemented Docusign with workflow management rules that automated: PO

requirements process and PO #; closed won upon CFO counter signature and

creation of NetSuite Sales Order/Invoice

• Led all testing, data migration; used multiple instance strategy with Force.com

Migration Tool (Java/Ant-based command-line utility), Jitterbit

• Led rollout: communication, change management, all training including design

& delivery

Tidemark Systems Interim Director of Customer Advocacy & Salesforce

Administrator & Consultant: 2/12-9/12

• Purchased/implemented Salesforce.com suite Sales Cloud, Marketing Cloud,

Service Cloud, Customer Portal/Community, Migrated all data from Zoho

• Established the systems/processes to allow 360 customer view in CRM

• Completed integration between Jira Cloud and Salesforce

Stella & Dot Interim Director of Customer Care/Salesforce Project

Lead/Salesforce Administrator: 4/11-2/12

• Defined and Released Salesforce.com Customer Support Functionality for 100

person call center in with locations in San Bruno and Phoenix

• Improved an existing implementation of Five9 call center software Service Cloud

integration

• Led a Cisco CTI implementation projection team through migration & go live

• Implemented complex support queue processes and workflow rules based on

extensive exception rules

• Implemented Net Promoter based Customer Satisfaction Surveys which

improved scores by 25%

Social Software Company Salesforce Consultant: 10/10-3/11

• Migrated data from two different home grown systems into Salesforce.com

• Consolidated all processes for sales, support, renewals and up-sells in

Salesforce.com Sales & Service Cloud

JOBVITE Burlingame, CA Social Networking Cloud Recruiting Software

VP of Professional Services & Customer Success

2008 to 2010

• Personally Implemented Salesforce.com Marketing and Service Clouds with

Customer Portal and Lithium Customer Community software; Implemented an

SSO integration within the Jobvite application Utilized Salesforce.com for

Marketing, Sales, Professional Services, Support

• Managed project scope/schedules/status

• Responsible for implementation services, training & renewals; Increased

renewal rate: 87% to 93%

SUCCESSFACTORS San Mateo, CA Cloud Employee Performance Management

and Engagement Software

Senior Director, Global Customer Success & Support

2004-2008

• Led the selection and implementation and responsible for ongoing

management of Salesforce.com Service & Sales Cloud

• 40th employee; Led the creation of the Global Customer Success Organization:

5 teams reported to me: Platinum Support, Standard Support, Technical

Services, Renewals & Training; Managed global team of 65

EDUCATION:

Boston College: BA, English, Chestnut Hill, MA

Columbia University: MA Organizational Leadership, New York, NY

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