Head of Community & Customer Success at BrainAhead Resume Sample

• Member of core Leadership Team
• Head of Support - Created and built support infrastructure in Hubspot
• Own: Onboarding, Enablement, Expansion & Renewals, Inbound Support, Community Awareness with marketing team, Partnerships & Alliances
• Assist in Sales Engineering

• Own all SFDC orgs - 'Bus & Rail' and 'Law Enforcement & Military' Divisions
• Increased Operational, Sales, and Customer Success efficiency 10-15% in first 3 months by reducing technical debt and eliminating bugs
• Revamped legacy reporting thus increasing trust and data usage across Operations, Sales, Marketing, Customer Success, and Financial Teams
• Lead cross-functional planning initiatives and instilled product roadmap
• Salesforce.com Lightning preparation
• Key team member in technology feasibility & provisioning projects.
• Own Vendor relationships

• Established Partner & Customer Success processes
• Managed & mentored CS/Technical Team
• Owned project & ongoing relationships with implementation partners and clients
• Primary point of escalation, marshalling internal resources for case/ticket routing, prioritization in frequent collaboration with Dev. Ops.
• Salesforce Administrator - owned the org
• Created, and implemented Escalation Procedures
• Foundations for internal and external SLA's, becoming contractual

Salesforce.com Consulting Services including, and not limited to:

• Needs & Requirements gathering and analysis
• Business and Data analysis
• Solution Design
• Project Management
• Application Configuration
• Validation Testing
• User Training and Documentation

Taking direction from Global VP Operations, own and manage the day-to-day Salesforce.com org for all (6) TripAdvisor Vacation Rental business units

• 550% User growth in <2 years to 700+ global users - multiple departments
• Global process standardization post-acquisition (several M&A)
• Salesforce Social Customer Service Implementation
• Liaised with content and translation teams ensuring consistent messaging
• Produced operational data for real-time monitoring, triage, resource allocation, trending & forecasting
• Increased user adoption and adherence to process
• Innovated and implemented sales process reducing 'time to close' by 50%
• Managed FAQ Page through SFDC Knowledge/Articles, automated case responses, workflow, and distribution channels

Salesforce primary consulting business founded on the principle of Kaizen. Michael had the vision of working with great people and achieving even greater results.

Client Sample:

ScotiaBank (Scotia McLeod) - Salesforce Consultant

Michael delivered bespoke group and individual SFDC training along with BA lead work to advisor teams throughout GTA and Western Canada.

Altamont Productions

Charged with initiating Altamont's sales and marketing channel, building customer relationships and enhancing operational efficiency. Michael's work at Altamont enhanced his capabilities as a business and strategic advisor.

Preston Mobility

Michael was tasked with increasing ROI of Preston's 'Sales Automation System', Salesforce. This included standard admin tasks in addition to product roadmap.

• Where the Salesforce journey began - became entrenched in the Salesforce ecosystem and proficient to admin level
• Training in Customer Success group
• Worked with Sr. Salesforce Sales Executives performing client Needs Analysis leading to SOW’s and signed contracts for implementation and/or support
• Executed projects for Hootusite, Telus, Shaw & Polygon Homes

• Aligned with V.P. Sales – Marine Division
• Responsible for sales in the U.S.A. & S. America - Annual Revenue of $8mm USD. Routinely responded to both Government and Private RFQ’s
• 100% - Met or exceeded performance goals
• Managed 25+ reps across the U.S.A & Caribbean
• Coordinated partner sales promotions & strategy
• Created, designed, launched, received regulatory & ISO approval, and managed new product used by US Coast Guard & USGS
• Key team member in publicizing and re-launching products post M&A
• Steering Committee - launch of online store, first direct to consumer initiative
• Internal champion for operational efficiency - LEAN initiatives (including: manufacturing, sales process, general operations)
• Spearheaded CRM (Salesforce.com) implementation through to contract

A fierce competitor, Michael was a goaltender and played to the Jr. level across North America. He then had a successful officiating career to the College and Jr. ranks. From his early teen years, Michael has given back by coaching & mentoring goaltenders and officials from beginner to pro.

• Provide feedback and discuss strategies that will help Hubspot customers to grow better
• Discuss the opportunities and challenges of using Hubspot software
• Access to Beta programs as a trusted user/tester

• Top 100 Team in Canada - 2020 ($15k fundraised)
• Led 15 engaged teammates
• Nearly $20k raised in two years
• Over 1,000km ran, cycled, swam, unicycled, climbed
• Media coverage - interviewed for 2019 'Undie Run'

Available Upon Request