Salesforce Program Manager/Digital Transformation/Business Application

PAREEJA KAMBOJ

Phone: 408-***-**** Email: adhjt6@r.postjobfree.com

SUMMARY

SaaS Project & Program Management Salesforce SAFe Agilist Digital Transformation Integrations

STRENGTHS AND SKILLS

Business Skills

C-Suite Engagements

Portfolio & Program Management

Business Analysis

Strategic Planning & Execution

Post M & A integration

Integrations

X-functional Relationship Management

Agile/Waterfall

Digital Transformation

15+ years of experience in the high-tech industry, with the last 8 years being in SaaS, Salesforce, business applications ecosystem.

Drive program management for entire SaaS Business Applications portfolio per Agile or waterfall methodologies. Deep expertise in Agile, Waterfall and business-centric project management using JIRA. Manage multiple scrum teams. Establish healthy agile practices. End-to-end accountability for managing and delivering large and complex digital transformations.

Run complex enterprise wide strategic digital transformations including RFP creation, vendor selection, project team assembly, project tracks identification, requirements analysis, design and build, SIT, UAT, Cutover, Production Go Live, Support and successful completion. Anticipate obstacles or problems and take timely steps to minimize their impact on intended results. Keep the C-level staff and stakeholders in communication with the progress of the transformation.

Demonstrated ability in building and maintaining productive partnerships with all the cross functional organizations and align business analysts with the strategic initiatives of these orgs to foster a constructive, positive culture.

Regularly collaborate with cross functional orgs – Sales, Marketing, Customer Success, Professional Services, Channel Sales, Training Legal, Finance, Order Management, Accounts Receivable, Accounts Payable, Revenue Recognition, FP & A etc.

Communicate platform vision, strategy and roadmap to business, IT, vendor, and other relevant stakeholders. Manage platform vendor relationship, including both professional services and licensing contracting. Manage external contractors as well as System Integrators in getting the project delivered.

Familiar with core enterprise business processes like Lead to Sale, Lead To Cash, CPQ, Order To Cash, Quote To Cash, Record To Report, Procure To Pay, Renewals etc.

Knowledge of Salesforce Implementation, Sales Cloud, Service Cloud, CPQ, Custom development on the Force.com platform, Salesforce Composite and Native Apps, Classic and Lightning Experience, Data Migrations and AppExchange.

Expert knowledge of SaaS apps like Salesforce, Netsuite and familiar with SAP, Workday, Adaptive Insights, Intacct, Avalara, Zuora RevPro, Open Air, Marketo, Allbound, Data.com, Discover Org, Grid Buddy, Tableau, Talend Cloud, Snowflake, Okta, Sprinklr, Concur, Expensify, Freshbooks, etc.

Strong technical aptitude and ability to quickly learn new products, businesses, software, data, systems, and client needs

Appreciates challenges, steep learning curves, and high-pressure deadlines. Determined, goal oriented and focused.

Adept communicator, exemplary presentation and interpersonal skills - excellent ability to persuade, inspire, and motivate

EXPERIENCE

SPLUNK INC. SAN FRANCISCO, CA

Senior Consultant/Program Manager Jun’20 – current SAP Digital Transformation

Partnered with Sales Technology, Mulesoft, SAP, RevPro and Netsuite BSAs and devs to implement the following eight interfaces for the Order To Cash business processes and deliver to SIT:

i.Customer Master from SFDC to SAP. ii. Customer Master Outbound from SAP to SFDC

ii.Material Master from SAP. iv. SFDC- SAP integration with Subscription Order Management

iii.Order outbound from SAP to Salesforce. vi. Fulfillment update from SFDC to SAP

iv.Invoice/credit memo/refunds integration from SAP- SFDC vii. Revenue forecasting interface between SFDC & SAp

Co-ordinate Functional Design reviews, technical mapping sessions, maintain a backlog, run daily standups, backlog grooming sprint planning. Co-ordinate end to end testing with SFDC, Mulesoft and Deloitte SAP team. Present project updates to stakeholders, raise risks and come up with mitigation strategies. Ran through successful SIT 1 cycle with no critical and high defects.

IMPERVA INC. REDWOOD SHORES, CA

Senior Business Applications Manager ( Product/program Manager) Jun’19 – April’20

Successfully partnered with IT Leadership and transitioned the business applications team to scrum agile methodologies. Setup JIRA as the single source of truth. Setup multiple scrum teams, lead scrum of scrums to stay aligned with backlog priorities. Build and maintain lasting productive partnerships at all levels of client support – from relationship building to project management to delivery. 75% shift in customer feedback from acceptance testing to earlier development phase due to active engagement on a regular cadence, resulting in shorter delivery time. 40% improvement in team performance owing to agile transformation. 80% drop in escalations due to active engagement with client teams.

Manage escalations effectively by involving relevant folks from cross functional teams, keeping the communication until issue is resolved

Manage vendor relationships and renewal of supported applications. Manage external contractors, managed service providers and system integrators to deliver project/s in a timely manner.

Imperva LTC (lead to Cash ) Digital Transformation

Project: Business Intelligence ( Data Analytics ) Platform

Lead a team of developers, architects and business SMEs to run the business intelligence MVP from inception to completion. This included SOW preparation, setting realistic expectations with stakeholders, requirement gathering workshops, deep dives to understand the complex data transformations and manipulations, sprint planning, backlog grooming, retrospectives, etc. to deliver the platform and the initial set of views and reports for Marketing, Sales Operations, Customer Success and Bookings. Work on adoption of platform.

Platform was setup using Talend Cloud as the ETL, Snowflake as the data warehouse and Tableau as the visualization tool with the following data sources – Salesforce, Netsuite, BlueSnap, Zendesk Support, AWS S3 bucket, Adaptive Insights, Workday, OpenAir

Established the platform as the SSOT, standardized report generation processes across the org. Successfully delivered on time. Initial MVP implementation saved manhours equivalent to one senior headcount. Received funding for the second phase based on the results delivered.

Project: Subscriptions Billing Automation along with Billing Assistant and Credit Card Enablement

Lead team to enable Netsuite Schedule Billing functionality to automate existing and add new billing schedules plus a Billing assistant to split orders. Enable Credit Card Processing ability via Solupay, a payments gateway/platform. Upload new monthly billing SKUs for all billing schedule types for all products.

Led the implementation team and managed the Credit card processing vendor Solupay. Sfdc and NS integration using Boomi middleware

Successfully delivered, enabled multiple billing schedule frequencies. Enabled Imperva to sell products on a monthly upfront schedule to the delight of channel partners. Added credit card payment type which is used extensively for monthly payments and the monthly subscription could not GTM without it. This brought down the manual work of the OM team by 25%.

Project: Migration & merge of Distil Networks ( acquisition ) Salesforce instance and Intacct instance into Imperva System

Lead a team of Salesforce admins, sales ops analysts, netsuite developers ( from both a systems as well as a business standpoint ) and partner with Legal, Order management, Account receivables and Revenue Recognition to carry out the migration so that the Distil existing customers could be priced and quoted out of Imperva systems and the inflight subscriptions can be seamlessly invoiced after the migration without any churn.

Allowed the Distil Sales team to be able to price and quote out of Imperva SFDC so that they could work on their quotas. Seamless transition of inflight subscriptions into Imperva systems prevented AEs with the work of communicating and transitioning their customers into Imperva systems. Cut subscription costs of the Salesforce and Intacct instance. Cut costs of a consultant and a managed services company managing Intacct. Saved about a million dollar per annum in these costs.

Project: Merge of Incapsula Salesforce instance into Primary Imperva Salesforce Instance

Lead a team of Salesforce admins, sales ops analysts, developers and architects ( from both a system’s as well as a business standpoint ) to carry out the merge of the two instances which spanned over the marketing, Sales, CPQ, and customer success. Code refactoring was done at the same time and all the processes were merged with inputs from the respective departments. All the phases like requirements gathering, design and build, SIT, UAT, Data migration, cutover etc. were carried out with support from stakeholders. About 150K of cost cutting achieved as team was operating on both the instances using an extra license.

AIRBNB INC. SFO, CA

Sr. Consultant/ Technical Project Manager, CRM Delivery Dec 18 – May’19

Luxury Retreats ( acquisition ) Sales instance implementation and Guest Experience Salesforce Instance Retrofit

Partnered with Luxury Retreats team to gather requirements, develop designs, business and data analysis. Create high level project plan, RACI, data flow diagrams, integration master detail sheet, identifying payloads and field mappings. Led team and run project meetings with JIRA scrum board and backlog. Setup new implementation of their Sales instance and oversee complex integrations in the retrofit related to itinerary generation, arrivals info, concierge servicing, ad hoc payments, listing details and portfolio development. Successful implementation of the new Sales instance and seamless retrofit of Luxury Retreats Salesforce instance into Airbnb infrastructure. Streamlined LR processes into Airbnb processes. Cost Savings by Airbnb.

Sprinklr Lithium Integration and Host feedback from Sprinklr

Integrate Lithium community center data into Sprinklr listening tool, Sprinklr to see everything that is happening in the community center. Led BAs, SMEs, business users and the vendor to get the configuration in Sprinklr. Delivered precious insights to the Host team so that they can act proactively to avoid social escalations which cause revenue to go down.

GDPR automation in Salesforce for EU compliance

Define requirements for GDPR logic. Identify all PII data. Write trigger on custom GDPR obj that will SOSL search SF and remove any related data or aggregate the data to send response back to Mulesoft. Enabled Airbnb to pursue business in EU raising it’s revenue.

PROTEUS DIGITAL HEALTH INC. REDWOOD CITY, CA

Technical Program Manager, Salesforce Feb 18 – Dec 18

Build and run Salesforce Program from ground up including evaluating vendors and hiring team members. Led the Salesforce applications team and third-party vendors to administer and develop the Salesforce application as per agile methodologies. Create and maintain productive partnerships with functional orgs. Introduce change management process and setup environments Dev, QA, Staging/UAT, prod for the ADLC. Managed and prioritized backlog and plan weekly releases with cross-functional teams. Continuously study business processes, identify and recommend new areas for implementation in Salesforce. Continuously leverage sfdc AM to evaluate new products/features.

Successful integrations with the following systems – Okta, JIRA, Product web portal Discover, ETQ, Qualtrics Survey Software, Open CTI (Nice InContact), SOS (video call) from iOS and Android mobile Apps & Outlook (Lightning Sync, Lightning for Outlook).

Re-engineered multiple processes by implementing automations and integrations which raised the productivity of Customer Success and support. First call resolution rate went up by 50 % due to the implementation of SFDC Knowledge. Efficient integration of Salesforce cases with JIRA caused quick resolution of L3 issues. New channels were enabled via Omnichannel cutting down calls to Customer Support by 12%.

Overall 30% increase in the productivity of the team.

Compliance audits

Led a cross-functional team to prepare for SOC2 compliance pre-audit both for product (discover portal) & the Enterprise. Successful completion of preaudit with Schellman on time. Compliance enabled the Sales team to acquire new customers faster.

Sunshine Act Implementation

Established scope by working with different functional orgs by identifying the different avenues where spend was happening and the tools used for recording the spend. Integration with SAP Concur – the expense tracking tool

Re-platforming of Oracle EBS Application

Migrated Oracle EBS application from a third-party Data Center to Oracle Cloud Infrastructure. Evaluated, finalized and managed vendor in all phases – planning, discovery, architecture, pilot migration, backup & recovery, production migration and cutover to successfully re-platform.

Successful re-platforming in record time. The business team was content and satisfied with the move. No showstoppers for business.

Evaluate Workday and Oracle HCM cloud for the needs of the People team, finalized Workday. Worked with Workday professional services to create an implementation plan for the selected modules of workday.

COGNIZANT TECHNOLOGY SOLUTIONS (PG&E) SAN RAMON, CA

Manager – Projects, Enterprise Application Services, Salesforce Jul 17 – Feb 18

Digital Transformation of PG&E’s ESA Programs

Manage a new implementation of Salesforce with a team of 20 business analysts, developers, architects and QA to migrate and redesign PG&E’s Energy Savings Assistance Programs Application from an outdated system to Energy Insight (Salesforce) per a hybrid agile-waterfall approach. Successfully delivered in two installments – ‘ESA Enrollment and Mobilization’ and ‘EPO ESA migration’ with seamless transition of business to the new system.

Prepared project plan with milestones & touchpoints with client and release planning to make sure all scope was covered.

Multiple implementation work streams to cover every aspect of the business application like e.g. Product Measure setup, Customer Acquisition and Enrollment, Invoicing and payments, Central Inspection Program, Workflows, Web forms, etc. Custom development on the Force.com platform with multiple integrations with inhouse systems. Data migrations were carried out to ensure data for regulatory purposes & CPUC (California Public Utilities Commission) reporting. All legacy closed and inflight projects migrated for seamless processing.

Extensive documentation over the course of the project – training plan, UAT, disaster recovery, project security report, release stabilization, post go live support model, deployment plans, cut over, data load, Go/No-Go etc.

Monthly steering committee presentations covering progress, dependencies, risks, mitigations etc. to manage about 30 stakeholders

JIFFLENOW Inc. Integrations Manager / Solution Architect Jun’15 – Jun’17, San Jose, CA

Solutioned and managed the implementations of several complex integrations in customer environments in order to create a seamless experience. Delivered integrations with Event Registration Systems – Lanyon, Cvent, WEG and Salesforce CRM. Marketing Automation Systems - Marketo, Eloqua. Lead Retrieval Systems – ITN, Alliance Tech, Leadature. Mail and Calendaring servers – Microsoft Exchange, Google Calendar. Single SignOn Providers – Okta, PingOne, PingFederate, etc. Event Apps – DoubleDutch, CrowdCompass, Eventbase. Took several customers live - Appirio, Cloudera, Plantronics, Yahoo, HP, Nokia, Surescripts, Domo, Adobe, Amazon, Cisco, Intel, Avnet

Jifflenow Salesforce Force.com composite App on AppExchange - makes available Jifflenow capabilities within Salesforce. Seamless integration with Salesforce using Visualforce pages, Salesforce inbuilt methods, native SOQL queries, and Apex HTTP callouts. Meetings and contacts can be tracked in campaigns and ROI reports can be run. Handled and delivered multiple installations of the app in customer environments to happy customers.

KAYBUS Inc. Manager, Technical Services Feb’13 – May ’15, SFO, CA

Complete POC scoping, SOW and solutioning - involves mapping knowledge sources, identifying client content taxonomy to convert to a classification scheme, etc. plus system integrations like SSO, and installation of the Salesforce App in the customer enviroenment.

Lead the team to instantiate tenant, configure pilot, populate pilot with content, video curation, transcription, etc. Provide training and collect feedback. Successful POCs – Aruba, Comcast, Harmonic, Tegile Systems, Prysm, Plusone, Teldat, Salmat, Nissho, Ericsson, etc.

Manage multiple successful concurrent customer deployments after the sale– Prysm, Plusone, Teldat, Salmat, Tegile Systems.

EMC CORPORATION, Senior Software Engineer. Aug 05 – Mar 08, Santa Clara, CA

Designed and implemented client application, includes device discovery, configuration, scheduling backups and daily usage features, C# using MS Visual Studio .NET. Managed relationship with various groups to integrate Retrospect and EMC signature backup features

AIRMAGNET INC (now Fluke Networks), Software Engineer Feb 02 – May 05, Mountain View, CA

Implemented decoding of ICMP packets according to RFC 792, multiple file formats, object serialization, online license key retrieval via HTTP/TCP communication, export/import of ACLs for detecting rogue APs. Dev in MS eMbedded Visual C++ & Visual C++, Linux GNU tools

TECHNICAL SKILLS

SALESFORCE

Salesforce: Classic and Lightning Experience, Custom development on the Force.com platform.

Salesforce Data modelling -Std and Custom objects and fields, Junction objects, Master-Detail relationships and Look-Up relationships.

Understanding of SFDC Administrative skills like creating Profiles, Roles, Users, Relationships, Page Layouts, Email Services, Approvals, Workflows, Assignment- Validation and Escalation rules, Reports, Dashboards, Tasks and Events.

Solution Design, Data modelling, Event driven architecture, Model View Controller, Visualforce, SOQL, SOSL, Apex Triggers

Data Migration using Data Loader Import Wizard, Integrations, REST and SOAP APIs, HTTP Callouts

Sales Cloud – Lightning Sync, Lightning for Outlook, Sales Process, Forecasting, Campaigns, Lead & Opportunity Management

CPQ – product catalog, new product load, configuration of products and bundles, product rules, price rules, tiered pricing, quote templates, quotes, quote line items, discount schedules, subscriptions, amendments, renewals, e-signatures using Docusign.

Service Cloud – Case Management, CTI, SOS, Omni Channel, Process Builder, case assignment rules, workflows, approval processes, Entitlements and Milestones

NETSUITE

OneWorld, Accounts Payable, Accounts Receivable, Order Management, General Ledger, Multi-Currency and Multi-language

Acceptance of Credit cards, ACH and EFT, Billing Schedules, Billing Contracts, Payment term, Payment type, Sales order, Invoicing, Billing, Credit limits, credit memo. Related applications – Avalara, Zuora RevPro, OpenAir, SAP Concur, Intacct, Freshbooks

OTHER

Technologies: SaaS, REST API, SSO, SOAP, SAML2.0, OAuth2.0, Force.com

Networking & Storage: TCP/IP sockets, WLAN (802.11), DNS, UPnP, NAS, HTML

Microsoft Project, Smartsheets, Power Point, Visio, Lucid chart, Excel, G Suite

Jive, Yammer, Pivotal Tracker, Target Process, Wiki, Box, Confluence, Hip chat, Slack, Basecamp, Zendesk, JIRA

C/C++/C#/Java/Apex, Win32, client-server applications, web services, JSON, XML, SQL, web apps

EDUCATION AND CERTIFICATIONS

M.S. Computer Science, CSU, East Bay, USA B.Tech. Eng. • Indian Institute of Technology (IIT), Delhi, India

Certified PMP CSM CSPO PMI – ACP Agile Certified Practitioner SAFe Agilist

Certified Salesforce Administrator Salesforce Certified Platform App Builder

Certified Salesforce Sales Cloud Consultant Salesforce Certified CPQ Specialist Salesforce Service Cloud Consultant ( working on it )

Digital Transformation: Leading People, Data & Technology, UC Berkeley Exec Education

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