Salesforce CRM Manager

jonathan A. Weiner

** ******* *** **, *********, MA 01832 603-***-****

Email: ***********@*****.***

Objective

Seeking a position where I can effectively utilize my expertise in Database Administration, Sales & Marketing Operations, Human Relations, Project Management, and Customer Retention.

Core Competencies

Team building and leadership: Excellent communication skills. Good team player. Proven successful manager and leader.

Project management: Vendor selections/negotiations, resource staffing, team building, project scope design, customer relationships, technical support.

Database administration: Manage and administer complex sales and marketing databases.

Customer relationship/retention: Successfully interacted with clients to generate repeat business and new business.

Professional Experience

Salesforce CRM Manager 2017-Current

Fire Equipment, Inc. - Medford, MA

Manage and maintain Salesforce, ServiceMax and FinancialForce used by company Sales, Service and Finance.

Support 110 Internal and External Users.

Manage and Implement technical projects such as New Inventory Management System, Revenue Requisition in FinancialForce and New Division Integration.

Work closely with and support 60 field technicians.

Overall responsibility for system integration architecture.

Manage and maintain system data integrity.

Support desktop applications and company hardware.

Sr. Manager, CRM/Operational Readiness Group 2014-2016

Acronis - Burlington, MA

Successfully Manage global team of database administrators and developers.

Manage and maintain Salesforce used by company Sales and Customer Service departments globally while both increasing user effectiveness and reduce the cost of using CRM.

Manage the integration of CRM with other business IT systems used within Acronis.

Single point of contact for CRM related inquires within the company.

Manage all technical projects associated with Salesforce.

Work closely with Marketing Operations to provide the most efficient, streamlined sales and marketing processes within both SFDC and Marketo

Overall responsibility for system integration architecture.

Manage and maintain system data integrity.

Marketing Operations Manager 2014−2014

Direct Capital -Portsmouth, NH

Managed productive team of Marketo campaign builders.

Cleaned and restructured Marketo database by implementing naming conventions within file structure of programs and campaigns.

Successfully implemented lead generating programs/campaigns using Marketo.

Implemented more efficient lead process from creation through opportunity within SFDC.

Successfully created and implemented marketing analytics package for corporate executive team.

Successfully built and distributed pipeline reports and dashboard to the inside sales organization.

Work closely with Sales Operations to provide the most efficient, streamlined sales and marketing processes within both SFDC and Marketo.

Provide sales and marketing teams daily support including ad hoc reports, marketing campaigns/programs, and general consulting.

Marketing Operations Manager 2012−2014

Peoplefluent-Waltham, MA

Perform in-depth SFDC/Marketo infrastructure database discovery & analysis. Provided detailed business plan of needed actions to be taken to fix/improve marketing infrastructure issues found during analysis.

Implement and administered data.com, used both as the primary tool to enhance the SFDC database cleanup project and as a nightly batch clean engine.

Hired and successfully managed two interns to help facilitate the database cleanup project.

Cleaned and restructured Marketo database by implementing naming conventions within file structure of programs and campaigns.

Successfully implemented lead generating programs/campaigns using Marketo.

Implemented more efficient lead process from creation through opportunity within SFDC.

Successfully created and implemented monthly/year-to-date marketing reporting package for corporate executive team.

Created detailed project plan to integrate newly acquired business into company instance of SFDC and Marketo.

Successfully built and distributed pipeline reports and dashboard to the inside sales organization.

Work closely with Sales Operations to provide the most efficient, streamlined sales and marketing processes within both SFDC and Marketo.

Provide sales and marketing teams daily support including ad hoc reports, marketing campaigns/programs, and general consulting.

Annual Dreamforce and Marketo Summit attendee.

Salesforce.com Administrator 2011−2012

Bright Horizons Family Solutions-Watertown, MA

Maintained security profiles and access rights for all users as employees are hired, transferred or leave the company.

Responsible for maintaining and creating custom fields, validation rules, page layouts, work flow rules, custom objects, custom reporting and dashboards.

Responsible for any configuration changes, enhancement requests or mass data updates.

Responsible for the overall delivery of support across the global organization with offices in the United Kingdom.

Managed support and deployment of add-on products such as DemandTools, DupeBlocker, Integration to Microsoft Outlook and Crystal Reports.

Created training manuals and BrainShark videos to aid in the development of new and less experienced staff.

Automotive Service Advisor/Dispatcher

2002−2010

Successfully managed daily operation of numerous mechanical shops and technical automotive professionals. Responsibilities included conversing with customers about inspection results, recommended corrective procedures, handled customer complaints, and training new employees on industry-specific systems. Maintained close contact with sales management and generated/evaluated all store-specific financial reports.

Freelance CRM Consulting

2001−2002

Developed and implemented CRM services for a variety small and mid-sized companies. Maintained CRM systems using GoldMine and functioned as systems administrator. Provided one-on-one training for end users.

Managing Consultant, CRM Division

2000−2001

PSINet Consulting Services-St. Paul, MN

Responsible for implementing the complete life cycle of the company’s CRM solutions. Managed systems deliverables, interfaced with client executive management, performed technical reviews.

Oversaw hiring, training, compensation adjustments, career plans, team meetings.

Implemented 360-degree performance reviews.

Successfully project-managed the full life-cycle of 20+ CRM implementations.

Marketing Database Systems Analyst/Program Manager

TPC-Burlington, MA

Successfully managed a team of web developers and DBAs using Oracle 8:

Communicated with clients on business needs and advised on web and database technology solutions.

Worked closely with clients to produce detailed business requirements and functional specs.

Performed quality assurance and testing on final solutions

2000−2000

Senior Sales Force Automation Consultant

1997−2000

Success Automation-Waltham, MA

Responsible for systems analysis/planning and full life-cycle project management, including design, customization, data conversion, implementation, testing and support of company’s installation(s).

Served as key client contact for 30+ clients nationwide

Defined, developed, and implemented project plans for successful implementation of SFA solutions using GoldMine and SalesLogix.

Used Crystal Reports to implement complex solutions involving wireless and hand-held devices, data synchronization, faxing, and management reporting.

Database Administrator/Applications Supervisor

1996−1997

The Insight Group-Wellesley, MA

Spearheaded the upgrade and redesign of the company’s SFA system using GoldMine

Maintained all database applications, supporting Windows applications for 50 end users.

Participated as a key contributor in the development of a candidate tracking program for the Human Relations department.

Participated in upgrading Netware 3.1 to Netware 4.1.

Sr. Programmer Analyst

1990−1996

Epsilon Data Management-Burlington, MA

Designed, coded, tested, and performed quality control for new and existing marketing systems using JCL, FORTRAN, C, and SAS on an IBM mainframe.

Maintained extensive contact with both in-house and outside clients and vendors.

Acted as lead programmer on a major database installation.

Contributed as account manager on smaller accounts.

Investigated and implemented faster, less costly, more efficient jobs in existing systems.

Wrote chapter on Basic JCL for programming manual and taught Basic JCL class in Epsilon training program.

Jr. Programmer/QA Test Engineer 1989-1990

Unisys, Somerville-MA

Prepared JCL, batch, and online testing for a medical claim and accounting system.

Developed test plans, test matrixes, and test data for unit and system testing.

Set up and conducted batch tests, resolved abends, and evaluated results.

Coded and tested COBOL programs to create test data.

Trained team members in testing techniques, TSO/ISPF, and CICS.

Technical Skills

Hardware

IBM 3083, IBM 3090, MVS-XA DEC PDP11/40 RSTS/E, IBM PC

Software

Salesforce.com, Marketo, Data.com, DemandTools, DupeBlocker

Cvent, VisitorTrack, RefractiveDialer, BrainShark, Snag It

GoldMine, Crystal Reports, SalesLogix, FaxRush, GoldBox, BR

COBOL, Basic A, Basic Plus, Fortran 66, Fortran 77, C, Turbo C, PowerBuilder, Visual Basic

Oracle, Sybase, SQL

FileAid, Verify, MVS/ISPF, XPEDITER, TSO, Panvalet, SAS

Proprietary Epsilon Software, Group 1 Software, Syncsort

FTP, TCP/IP, UNIX

Windows 3.11, 95, 98, 2007 and NT

MS Access, MS Project, Visio, MS Office Suite

Education and Professional development

1998 – GoldMine, Malibu Beach, CA

GoldMine Technical Certification

1998 – SalesLogix, Scottsdale, AZ

SalesLogix Technical Certification

1995 – Clark University Computer Career Institute, Cambridge, MA

Certificate in Client/Server Development

1989 – Associated Technical Institute, Woburn, MA

Certificate in Computer Programming

1982-1987 – Northeastern University, Boston, MA

B. S. in Business Management

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