Sales Project Manager

Stephen S. Estes

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

SUMMARY

Demonstrated success as a CRM technology designer, project manager, and business technology consulting. Has consulted over 100 companies in many industries, each with diverse needs and challenges. Educated as a scientist, takes a methodical approach toward understanding and diagnosing problems while offering creative solutions with clear and complete documentation for measurable success. Accustomed to managing multiple projects simultaneously and enjoys working with all kinds of people to solve challenging business and technology problems.

EDUCATION AND AWARDS

Bachelors of Science 1992

Brigham Young University, Provo UT Major: Department of Microbiology Minor: Chemistry

GPA: 3.65/4.0

Masters of Science 1994

Department of Microbiology (with a Molecular Genetics and Immunology emphasis)

Brigham Young University, Provo UT

GPA: 3.85/4.0

Technical Competencies

• CRM Systems

o Sage SalesLogix (Network, Web-Hybrid, Mobile, SaaS), Sage CRM, ACT!, GoldMine, MS Dynamics CRM (SaaS, Local), SalesForce.com (SaaS), Plan-plus-Online (SaaS), Onyx, Pivotal, Siebel

• Accounting Systems

o Mas500, Mas90

• CMI / Middle Ware

o Inaplex, Scribe, Qgate, Dyanlink, Paribus, Custom Applications

• Business Alert Monitoring (BAM)

o Knowledgesync, TaskCentre, MS SQL (SSMS)

• Management Systems, Reporting Engines and Languages

o SQL Server (Stored Procedures, User defined functions), tSQL, Crystal Reports, VB Script, VB.Net, IIS, Dbase

Awards and Publications

• Co-Authored - "Project Management Methodologies and Procedures" for ePartners Consulting Firm (see below). Over 200 pages of standards and procedures to support over 300 consultants nationwide. This methodology included documentation, templates and training for the systems development lifecycle (SDLC) included:

o "Sales Handoff", Risk Mitigation, Project Management, Scope, and Scope Development, Change Order, Customer Contracts, Training Procedures, Change Management, Quality Assurance, Post Implementation Assessment and Continuous Improvement.

o This methodology is very similar to Microsoft's "Sure Step" Methodology

• eWeek Strategic Partner - “Tha Shoe Box” by Alison Diana (Article highlighting one of Steve' CRM Implementations - copy available upon request)

• Frequently awarded a top 25 Sage CRM Partner

• Goldmine Partner Rookie of the Year 1996

EXPERIENCE

All-American publishing - 2011 to present

Customer Relationship Management (CRM) Systems Manager

• Provided leadership and management of SalesLogix as the business' "central nervous system".

• Establish business plan using CRM to reduce sales expenses and to increase sales performance

• Performed extensive study of CRM system, business, processes and users to redesign entire CRM system, while providing the first documentation and standards of this CRM implementation.

• Instigated standard project management procedures and documentation. Used work breakdown structure (WBS) and MS Project and shared documentation to facilitate communication.

• Managed day-to-day CRM user experience, problems, and improvement projects.

• Created dozens of user and administrative reports.

• Managed vendor projects to ensure quality, budget and schedule.

• Developed systems that increased accuracy and quantity of sales leads

• Increased efficiency of sales effort with cross pitch opportunities and reduced ineffective sales calls.

• Using VB.Net Developed a complex project scheduler integrated with existing CRM database to schedule thousands of publications while balancing production constraints

• Used Human Computer Interaction (HCI) techniques to ensure data accuracy and user adoption often with the mandate that the system needed to be so simple that no training was required.

• Corrected major schema design flaws and managed CRM database of over 8 million records for over 300 employees.

• Instigated, designed and implemented Master Data Management (MDM) using universal primary keys and database schema correction. Resulting systems eliminating extensive data redundancy and significantly reduced data purchase expense, lost data and customer errors.

• Developed company's first Business Intelligence (BI) data warehouse.

• Provided consistent uptime and significantly improved performance by re-engineering the clustered and non-clustered index strategy, modifying the physical drive file allocations and enhancing the SSMS maintenance plans.

SGS Technology - Provo 2008 to 2011

CRM Business Unit Manager

• Managed CRM projects Implementing SalesLogix, Sage CRM, Act! and Custom applications.

• Managed and mentored a team of Software Engineers. Responsibilities included: solution design, project scope, creating project plans, allocating resources, writing functional and detailed specifications, and managing customer’s expectations and overseeing the entire project lifecycle. Often involved in diagnosing and resolving the most technical issues.

• Managed internal and third party resources to project time and budgets restraints.

• Successfully negotiated customer disputes and managed project scope.

• Initiated Service Oriented Architectures (SOA) development practices and methodologies internally and externally.

• Customers contractually required that he not be substituted with another consultant due to experience, project management, leadership and quality of work.

• Retail vendor solution discovered business needs, designed SSAS and SSIS tools to provide CRM system with:

o "Predictive Sales" - Presented sales representatives with retail customer names who should have called to purchase products but did not within the expected timeframe. This was accomplished using complex statistical inference algorithms and resulted in increased sales and customer retention.

o "Suggested Cross and Up Sales" opportunities - Resulted in increased "customer market share" and sales.

o Business Key Performance Indicators (KPI) - Resulted in improved sales efficiencies and administration.

o Real Time Dashboards - used to focus sales administration and activity to improve productivity.

Unison Incorporated - 2003 to 2008

CRM Value Added Reseller (VAR) and Consultant (Business Manager and Owner)

• Took the helm of a failing CRM VAR and transitioned it to a profitable and growing consulting organization in a difficult market and economy. Successfully sold the company to SGS Technologies in 2008

• Developed secure online credit card processing application with full integration with the CRM database. This streamlined customer service, support and sales activity substantially.

• Increase revenue tenfold

• Developed CRM system providing business intelligence and BOGO pricing algorithms for "Big Box" Retail vendors and large retail chain suppliers

• Sold, designed and implemented large complex projects with a limited staff and budget.

• Implemented Customer Service, Sales Automation, and Marketing Automation systems extensively.

• Supported dozens of customers and managed multiple projects simultaneously.

• Unified several businesses into a single CRM system from many.

• Managed hundreds of data migration projects across broad data formats and structures.

• Managed team of developers, sales and office staff.

• Certified on MS-CRM Dynamics 3.0 Engineer and implementation

ePartners - Phoenix Arizona 2000 - 2003

National CRM Consulting Practice and Project Manager

• Managed the professional services group designated to serve national implementations of CRM technologies .

• Project Managed the largest and most complex projects CRM projects awarded to ePartners. Each lasting 4-12 months.

• Project Managed 3 to 8 projects simultaneously.

• Managed consultants specializing in five of the top CRM technologies of the time ( Siebel Enterprise, Onyx, Pivotal, MS CRM and SalesLogix) .

• Sought after by Microsoft to represent and evaluate their newly emerging product initially called MS-CRM later to be included in the MS Dynamics product family.

• Managed CRM Project for major health care insurance company

• Co-authored the "Project Management Consulting Methodologies" and "Practice Standards" for the entire firm of 300 consultants. This methodology established project management consistency and quality assurance practices across all consulting disciplines.

• Designed and Implemented MS CRM 2.0 for over 100 users - one of the first of its size with little support or documentation.

• Worked closely with Microsoft on the early testing, design, documentation and implementation of MS CRM

Unison Incorporated - Provo UT 1996 to 2000

CRM VAR and Consultant

• Established a successful CRM sales and implementation firm.

• As the technical lead, was involved with all aspects of the implementation cycle as well as providing internal business strategy.

• Was selected out of a group of over 500 partners as one of 10 Goldmine beta testers and product council members.

• Sold designed implemented the first inside sales CRM applications for the Iomega Corporation and Eimco Engineering, some of the most complex and diverse Goldmine implementations at that time.

• Overcame software limitations with custom development and novel use of existing features.

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