Salesforce Administrator Team Leader

Ambrose Alward

Kannapolis, NC 970-***-**** *******@***-****.** www.linkedin.com/in/ambrose-alward/

Summary

I am an advanced Salesforce administrator (2x certified) who enhances success by bringing a broad background of data analytics, process management, change set management, ETL and integration management along with my 7 years of experience designing apps and customizing and automating the Salesforce platform. I’ve successfully used these skills to drive platform alignment with business needs, improve data quality, and surface novel analytics in a multi-team Salesforce environment. I have a passion for finding and implementing solutions that solve complex business problems, and a have worked with a variety of stakeholders to find and implement tools and integrations that optimize user adoption and enhance usability.

With 20+ years of CRM experience, including CPQ and ERP systems and a background of agile development and 10+ years of managing teams, processes development and implementations, and big data development and manipulation, I bring a unique and powerful back- ground to extend, improve and grow your Salesforce org alongside your business.

Skills

Salesforce Platform & ETL

Sales Cloud (7 years)

Service Cloud (5 years)

CQP (5 Years)

Analytics (on and off platform)

App Design

Advanced Formulas

Integration (AppExchange &

Custom API-

Sandbox/Change Management

Data Loader/Workbench

Agile Development

Software Lifecycle

Process Mapping

Salesforce Release Cycle

Visual Flow

Apex /VisualForce

BPA Task Centre

MSQL/PosGres

SOQL

Security, Permissions & Validation

CData Sync

Soft Skills

Training and Documentation

Technical troubleshooting

Researcher

Quick & Adaptable Learner

Calm under pressure

Leadership & Mentorship

Strong verbal and written communication skills

Excellent listener

Public Speaking

Critical Thinker

Attention to detail

Self-motivated

Out Of The Box Thinker

PowerPoint/Prezi/Google Slides

Jira/Confluence

Word/Publisher/Google Docs

CorelDraw

Excel/Google Sheets

Miro

Experience

Metro Analytics August 2023 - Current

Operations/ Salesforce Administrator & Database Designer

Salesforce Implementation

Worked with the managing partner, VP’s and project handlers to convert multiple disparate spreadsheet processes into one single point of truth, in salesforce. This included migrating the finance forecasting, marketing processes, project bidding, project time and expenses tracking systems.

Salesforce Bid + Project Management

Installed and set up CQP and PMT systems in salesforce to assist both the production and marketing teams in the creation of customized bid packages to send to the customer. If the bid was won a flow would trigger a complete build of the project timeline and take a first draft at building and assign the open workforce with the correct skills to shorten the project management setup for the project handler.

Improvement to Forecasting Reporting and Reduction of Manual Tracking of Sales Numbers

Migrated to salesforce the “Veritas” excel spreadsheet that predicted the cashflow in a very complex and difficult to maintain manor. This introduced several key improvements:

Field security- Every user was able to see the payrate and hours paid for the entire company.

Field tracking – Every user was able to change any field at any time without a simple way of tracking or reverting changes.

Simplification – Combined tabs into objects like Projects, Expenses, Invoices etc. Each with a simple form to create new items and screen flows to guide the users though all the fields they needed to update.

Whip Around August 2021-2023

Director of Operations/ Salesforce Administrator & Database Designer

Salesforce Instance Redesign and Implementation

Worked with VP’s and stakeholders at every level of the business to clean up legacy data and fields and to make the company’s Salesforce instance the single source of truth by integrating, or improving the integrations, of 27 external plaforms. This included developing a deep understanding of the customer usage data stored in our PostGres database and building the necessary relationships in SQL to transform the data into useful insights for the Marketing, Sales and Customer Success teams. This was accomplished through a combination of contractors to assist with custom API work, and

my implementation of an ETL integration through CData and BPA Task Centre. Through this process my team worked to build clear and well documented data definitions to improve understanding and consistency in reporting.

Salesforce and Pardot Support for Marketing

Worked with Sales and Marketing leadership to clean up hundreds of thousands of legacy and duplicate leads and to refine the inbound lead process and automate lead assignment through a combination of on Salesforce platform and off- platform tools including: Pardot, Chili Piper and Task Centre. This process provided better clarity into lead quality, and cost of acquisition reporting. It also improved speed to lead by establishing an easy to use end-user interface for Sales

Enablement and Sales Leadership that allowed dynamic enrollment of AE’s into specific sales buckets and then provided automated assignment of inbound leads as soon as they came onto the Salesforce platform.

Improvement to Sales Reporting and Reduction of Manual Tracking of Sales Numbers

Upon discovering that Sales Leadership was manually updating a Google Sheet to track daily sales numbers, I worked with them to gain a deep understanding of the nuances of their calculations and created a series of custom objects that allowed them to report numbers directly from the Salesforce platform. This process not only saved leadership time, but it also created history tracking of these numbers so that trends in key Sales data could be viewed and analyzed.

Proving Customer Success a Real View into Customer Data

Removed the legacy, unmanaged Segment integration that had been demonstrated to bring in faulty or unclear data and replaced it with an ETL tool (BPA Task Centre) that could be managed by the operations team. This resulted not only in accurate and reliable usage data being available to our team, but it improved clarity on MRR and provided insight into contraction and expansion for CS, without having to leave the Salesforce platform. This method of viewing the data pro- vided novel insights into usage and allowed us to build custom, automated reporting for customers that was unavailable on the platform saving $18,000 of MRR over the first year of implementation.

Enhancing Finance’s View into Employee Acquisition Cost and Hardware Tracking

Created custom objects in Salesforce for tracking employee metadata, to use for automations and enrollment into processes, for tracking hardware, and providing a view into the costs of SaaS and single-purchase platforms, as well as tracking software license keys for easy recovery. By linking these together by means of join objects, we were able to provide a connected view into the cost of each employee by individual, role, or team. This also dramatically improved hardware tracking by providing a history of the movement of hardware between users, and improved the accuracy and efficiency of the offboarding process by furnishing a clear view of all the licenses, and access levels, for each platform. This process also resulted in the identifying of $150,000 annual recurring costs that could be removed from the tech stack.

General Salesforce Maintenance and Management

General user administration including adding and removing users, customizing permissions, building custom objects and custom fields, advanced formulas, database design, data manipulation and cleansing, and Visual Flow automation.

Kellex 2016-2021

Director of System Integrations

Designed and Implemented a New Salesforce Instance

Brought Salesforce into Kellex’s tech stack to improve data visibility and process. Implemented Sales and Service Cloud and CPQ for Kellex to digitize and democratize customer data which had previously been tracked in SAP Business One and paper records, limiting accessibility and analysis. Service Cloud was deployed to assist with customer complaints which previously lacked tracking and accountability because they were managed on paper. Service Cloud implementation removed the issues of visibility and provided means of tracking responsibility for miscreated product, allowing Kellex to deter- mine if the customers had provided incorrect specs or if the product was incorrectly produced on the factory floor, in- creasing accountability for their team and customers and reducing costs of recreating product.

Improved Data Visibility by Moving Project Managers Off of a Paper Based Management System

Prior to the Salesforce implementation, the project managers used a paper-based filing system. At the time of implementation, nine project managers were struggling to handle the business and Kellex was looking to fill 3 additional roles. After successful rollout of the Salesforce platform, the team size was reduced to 5 and able to take on additional duties. This change helped the team to be more effective and efficient, saving $280,000/year in staffing costs, and im- proved the customer experience.

Integrating Salesforce with SAP ERP

Connected to 6 different system to Salesforce to increase clarity around product shipments and location including shipment through FedEx, courier services, and contracted trucks and trailers.

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