Customer Experience Project Management

ALFRED ARNAUD

Sacramento, CA 916-***-**** ****************@*****.*** https://www.linkedin.com/in/alfred-arnaud-cx/ PROFESSIONAL SUMMARY

Experienced professional seeking roles helping companies seeking to enhance customer engagement, value, and business operations. Specializing in project management, business analysis, organizational change management, and expertise in CRM and Artificial Intelligence. Over 20-year proven track record in driving successful technology implementations, optimizing customer experiences, and translating business requirements into innovative customer experience solutions. SKILLS

• Customer Experience

• Salesforce.com

• Oracle CRM / CX

• Project & Program Mgmt

• Resource / Team Mgmt

• Organizational Change Mgmt

• Business Intelligence & AI

• Stakeholder Mgmt

• Project Financials / Budgeting

• Executive Communications

• Agile & Waterfall

• Risk Management

• Work Planning and Prioritization

• Account management

WORK HISTORY

CRM / CX Program Director

Atrium Insights – Sacramento, CA

• Orchestrated the adoption of organization best practices and streamlined business process flows, leading to enhanced departmental efficiency and a heightened commitment to quality.

• Directed cross-functional endeavors to fortify internal systems and resolve operational hurdles, fostering productive collaborations across diverse business units leveraging SFDC Financial Cloud, Sales Cloud, Service Cloud, and Einstein Analytics.

• Executed exemplary project management acumen by delivering successful customer engagements with renowned organizations including Wells Fargo, Robert Half, Pearson, and Leonard Rickey Investments.

• Spearheaded the integration of enterprise-wide and predictive analytic reporting capabilities on the Salesforce.com Einstein platform, augmenting organizational intelligence and informed decision- making.

CRM / CX Delivery Partner

Appirio, Inc. – San Francisco, CA

• Led the customer experience transformation program at Hitachi Data Systems, seamlessly transitioning from Siebel to Salesforce.com across marketing, sales, service, and contract renewals.

• Demonstrated exceptional project management acumen, overseeing program finances, solution architecture, resource allocation, business analysis, partnership alignment, organizational change management, and quality assurance in delivery.

• Pioneered innovative business strategies to bolster revenue and drive operational growth, yielding substantial enhancements in key performance indicators (KPIs).

• Led proactive change by implementing best practices and modernizing operational utilities, streamlining internal systems and processes.

• Designed and executed business process flows to uncover improvement opportunities, optimizing overall workflow and efficiency.

CRM / CX General Manager

Perficient, Inc. – St. Louis, MO

• Headed the strategic shift to CX/CRM cloud solutions (Salesforce.com), fostering personnel, methodology, financial model, and delivery capabilities and tools as a key element of the company's go-to-market strategy.

• Focused on core areas such as marketing, sales, and service cloud solutions, social relationship management and mobile solutions.

• Led OCM initiative to strengthen the organization's shift from on-premise CRM solutions to cloud- based CX technology platforms through innovative communication, education, and training initiatives.

• Established annual financial goals, target accounts, solution offerings, and operational targets, analyzing key operational metrics such as revenue, services gross margin percentage, EBITAS, average bill rate, revenue per billable day, and utilization by resource and time period.

• Supervised the bi-weekly forecast for booked revenue, pipeline, backlog (billable), and transfer revenue between business units while actively participating in business development activities covering discovery sessions with prospects, implementation planning, and project budget estimation.

• Directed marketing initiatives for the CX/CRM practice, overseeing the development of webinars, white papers, vendor outreach, and conference participation, as well as employee acquisition, retention, and staffing.

CRM / CX Director

Perficient, Inc. – St. Louis, MO

• Proficiently directed extensive, intricate CRM implementations (Siebel Systems) encompassing multi- year, multi-million-dollar engagements, highlighting adept project management expertise and organizational change management.

• Monitored operational and financial project metrics, including revenue forecasts, resource utilization, and accounts receivable management.

• Offered career guidance, nurtured employee growth, and guided staffing choices for team members.

• Collaborated closely with the management team to influence the strategic trajectory of the practice, taking an active role in crafting proposals and contracts for implementation. Co-Founder, Vice President of Consulting Services

Bay Street Solutions – San Francisco, CA

• Successfully managed multiple complex CRM implementations spanning Marketing, Sales, and Service capabilities across multiple industries on the Siebel Systems platform.

• Designed and built the organization's delivery model, devising financial models, go-to market strategy, and overall value proposition to ensure successful implementation of CRM projects leveraging Siebel Systems solutions.

• Implemented the organization's implementation methodology, organization change management practices, and toolkits for CRM projects, resulting in streamlined processes and improved project outcomes.

• Played an active role in business development activities, including identifying opportunities, estimating project costs, and managing client relationships. EDUCATION

Master of Arts: Economics

University of San Francisco

Emphasis on the intricate realms of International and Macro Economics, with a specialized emphasis on producing a thesis that explores innovative alternatives for managing healthcare costs within the United States employing sophisticated statistical models. Bachelor of Arts: History

University of California, Los Angeles

Focus on the nuanced dynamics shaping economic policies over time, considering the socio-political contexts, policy frameworks, and global influences that play pivotal roles in influencing a nations' history.

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