Andrea G.

In less than 2 years, I helped LUMICKS with shaping the strategy and defining a cohesive roadmap for the end-to-end Customer Facing processes (Marketing, Sales, Operation, Service and Field Service). I provided technical guidance and leadership to plan, timely deliver, and monitor the CRM program schedule and budget in a fast-paced dynamic environment. My responsibilities included Sr. stakeholders mgmt., leading and mentoring internal DevOps team and managing third-parties, defining and driving change mgmt. setting up the governance, while ensuring high-quality execution of projects, scalability and maintainability of the IT platforms. Under my leadership, LUMICKS laid the foundation for a mature CoE, creating a strategic roadmap to further evolve the architecture, including advanced modules such as Customer Communities, IoT and Einstein (Gen AI). :

★ May 2022 - Dec 2023

★ Budget: +2M €.

★ Project results:

✔ Improved Sales & Marketing visibiility on Web-Leads through the integration of website, Pardot and Salesforce CRM. Increased the speed for Sales follow-up with Customer's requests from Web

✔ Improved Sales Lead conversion (+20%) by introducing advanced data analytics on Lead funnel and campaign ROI. Advanced Sales reporting and forecast

✔ Increased operational process efficiency through automations and custom integration of JIRA and Salesforce CRM

✔ Higher visibility on Field Service operations and technicians allocation

✔ Successfull migration of the Service Tickets and processes from JIRA to Service Cloud, with expected improvement in Service KPIs (-10% Case resolution time and +5% First Time Right)

✔ Increased collaboration across departments by using Salesforce CRM as the one platform for all the Customer facing departments

As Engagement Manager, I managed client relationships, ensuring the successful delivery of strategy and implementation projects. I worked closely with clients to optimize sales & service processes, and delivered digital transformations by implementing CRM solutions, using SCRUM /SAFe Agile. I also drove large RFPs, client presentations & workshops. I hold the internal roles of CPQ & Learning Lead. :

★ Jan 2021 - Feb 2021

★ Client: Industrial Services provider of a Dutch Wholesaler

★ Budget: +250K €.

★ Role: Engagement Manager & CPQ SME

★ Main deliverables and results:

✔ CPQ vendor selection for End Customer and Internal Sales

✔ Customer & Employee Persona & Journey definition

✔ Quote2Cash process analisy and mapping

✔ Vendor long/short list definition & support in the selection process

★ Jul 2020 - Mar 2020

★ Client: Romanian Subsidiary of a Dutch Insurer

★ Budget: +200K €.

★ Role: Engagement Manager & CPQ SME

★ Main deliverables and results:

✔ Discovery assessment on Marketing processes for Leads/Campaigns

✔ Customer Journey design

✔ Requirements definition, estimation & prioritization,

✔ CRM platform comparison,

✔ Target architecture & resource model definition

✔ MVP roadmap definition

★ Jan 2020 - Dec 2021

★ Client: Dutch Subsidiary of a Danish manufacturer of cigars

★ Budget: +200K €.

★ Role: Project Manager

★ Main deliverables and results:

✔ Delivery and Maintenance of a Force.com + iOS solution for ~ 550 users

✔ User Story definition, requirements estimation, prioritization, planning, monitoring

✔ 12 Sprints /year, 22 Go-Lives over 2020/2021, +450 finalized User Stories

★ Sep 2017 - Dec 2017

★ Client: Polish Subsidiary of a British multinational oil and gas company

★ Budget: +150K €.

★ Role: Project Manager & Salesforce SME

★ Main deliverables and results:

✔ Discovery Workshops to design To-Be Customer Service process

✔ Customer Journey definition, identification of requirements, prioritization, roadmap definition

★ Jan 2018 - Jan 2019

★ Client: Dutch multinational mail, parcel and e-commerce corporation

★ Budget: +850K €.

★ Role: Project Manager & CPQ Lead

★ Main deliverables and results:

✔ Requirements' discovery, refinement, estimation

✔ Delivery of CRM and CPQ enhancements with Agile developments

✔ Managed internal and external teams (+15 FTE )