Salesforce, CRM Analytics and BA Birkerød, Denmark

Kan være tilgængelig

(Opdateret 2022-11-28)

Salesforce, CRM Analytics and BA

Birkerød, Denmark

Modersmål Danish, English

  • Salesforce Development
  • Salesforce CRM Analytics
  • Business Analytics

Kvalifikationer (36)

Tableau

Reporting

CRM

PowerBI

CRM Analytics

PERFORMANCE OPTIMIZATION

VISUALIZATION

Business Analysis

CUSTOMER RELATIONSHIP MANAGEMENT

Excel

Einstein Analytics

Tableau CRM

PROCESS IMPLEMENTATION

BEST PRACTICES

BI

PROBLEM SOLVING

PROCESS IMPROVEMENT

SalesForce Service Cloud

PROCESS DESIGN

PRESENTATION SKILLS

LOGISTICS

MAPPING

Project Management

SALESFORCE.COM

MENTORING

CLIENTS

Salesforce

Marketing

EMISSION

Configure, Price, Quote

CONTRACTS

Client management

GOVERNANCE

LIFE SCIENCE

FINANCE

CPQ

Professionel erfaring

Founder & Owner
Cloud Insightz, Consultancy

2022-01 - Nuværende

Salesforce CRM Analytics Lead, Logistics
PostNord

2020-10 - Nuværende

Purpose: Guide, design and drive the implementation of CRM Analytics for Postnord's Nordic countries. Solution entails both Sales, Service and Finance. Support PN in shaping/structuring their CRMA roadmap. Ensure CRMA becomes operational and delivers value to the business.
Roles: CRMA Advisor and Architect, Team Lead, BA, Mentor/Training and CRMA Developer Tasks: Advisory on how utilize CRMA, Einstein Discovery and AI features for Sales and Service Cloud. Implement and built CRMA solutions. Establishing best practice and governance.
Mentoring colleagues and training client admins in CRMA Business Analyst: Being part of an agile team for +2 years, continuous requirement gathering, information elicitation and clarification was part of the daily tasks. I have deducted and challenged everything from minor requests to overarching concepts, to scope and implement solutions - always with respect to ROI and Payback Period.
An approach I repeatedly had success with, was visualization of the "ask". What is the purpose, what does it depend on, who and how should it benefit etc. Via workshops with stakeholders and Salesforce, a visualization, be it a flow/process or a model, contributed to mapping the "ask". Additionally, it presented a common understanding, where requirements, features, obstacles, dependencies, and improvements were much easier and quicker to elicit - thus producing high quality user stories. Furthermore, visualizations served as documentation and version history.
Occasionally, depending on the requirement, I built solutions/mock-ups live, to speed up the process, convey possibilities and hitting the mark in the first iteration.
As BA I also handled creation of Features, User Stories and estimation hereof and required technical profile/capabilities - all handled in Jira.
Salesforce CRM Analytics Lead
Phonak

2022-05 - Nuværende

Purpose: Report migration from Cognos to CRM and further development Roles: CRMA Advisor, CRMA Developer, BA and Trainer Tasks: Migrate vital reports from Cognos based to CRMA. Further development of reports and dashboards for Lyric Products.
Delivering CRM Analytics Training Modules: Intro + Enabler Course.
Requirement gathering and clarification. Used Excel to handle requirements.
Salesforce Admin Course / Trainer
Bank & Finance

2020-02 - 2022-11

Purpose: Compile and run 3-day course introducing multiple banks to the BEC CEM Managed Package and Salesforce Admin functionality.

Roles: Facilitator and Presenter Tasks: Creation materials, exercises and setting up the physical environment - all to create the foundation for a solid course. With a co-presenter, we went through the BEC CEM Managed Package - a solution the Banks will work with going forward. Furthermore, the Salesforce environment in general and Salesforce Admin functionality were presented. By using relevant examples, the attendees had to go through themselves, we delivered a good hands-on experience.

Managing Consultant
Capgemini A/S

2017-01 - 2022-01

Salesforce CRM Analytics Lead, Banking & Finance
Nykredit

2021-11 - 2022-01

Purpose: Architectural review of current CRMA solution and advisory of future scalability.
Roles: CRMA Advisor, Team Lead, Solution Architect, BA and CRMA Developer Tasks: Architectural assessment of current in-house CRMA solution, suggestions for scaling and development of CRMA App for tracking Nykredit Events solution development.
Business Analyst: The "ask" was, "How do we scale our solution?" Substantial information elicitation was required via multiple workshops, since no documentation was available. From the workshops we compiled an overview of immediate observations, assumptions, and initiatives to structure the approach and progress of the analysis. Setting up a feedback loop, to both align on progress, but also convey findings helped us validate and test new hypotheses.
Mapping solution architecture in Draw.io helped to identify dependencies/components for further analysis. Creating a risk assessment model based on "system limitation overview" vs.
"solution component expense", aided the ranking of initiatives of what must/should be changed/built to scale further. Nykredit now has a scalable solution.
Used Jira to handle requirements.
Technical Solution Owner
Coloplast A/S

2020-12 - 2021-02

Salesforce CI Implementation, Life Science Purpose: Continuous improvement on Salesforce solution in Health Cloud Roles: Functioned as Technical Solution Owner on Coloplast's Continuous Improvement track on existing Salesforce solution.
Tasks: Developing solutions on Health Cloud, specifically process optimization of Territory Manager Session booking and Showpad Activities (external system).
As Technical Solution Owner I ensured quality of solutions matched Coloplast's standards
Salesforce CRM Analytics Developer
Volkswagen

2020-06 - 2020-10

Purpose: Volkswagen requested a reporting setup on Fleetemission and Co2 Forecasting regarding car production across all major car brands. EU directives on Co2 emission rates/limits had to be included, with the objective to visualize adherence.

Roles: CRMA Developer, developing the solution in SAQL and JSON, and Solution Architect Tasks: Build a CRMA solution, adhering to inflexible requirements in terms of calculation, data model, and UI/UX. Due to this, the solution became immensely advanced, taking the combination of SAQL and JSON to the extreme, powering dynamic calculations and projections.

Salesforce CRM Analytics Lead and Developer, Medico
Medtronic

2020-08 - 2020-10

Purpose: Medtronic required a dashboard to track sales performance and activities across their Restorative Therapies Group (RTG).
Roles: CRMA Lead and Developer, BA, Project Management and Einstein advisory.
Tasks: Implementing as custom reporting setup based CRMA, including dashboards, dashboard designs, dataflows, security, automated external data uploads, mobile layout, advisory and training. Requirement gathering and stakeholder management. UX Design guide.
Advisor and Trainer on CRM Analytics and BA
Santander Consumer Bank

2020-06 - 2020-07

Purpose: Advise Santander on Einstein Analytics and Discovery and building a data model to figure out how to position the marketing program Datorama in their IT landscape.

Roles: Advisor and Trainer on CRM Analytics and BA.

Tasks: Running discovery sessions, investigating how, and if, CRMA should be a part of Santander's IT landscape instead of or contribute to Datorama (back then Datorama was not part of SFDC). Advising on data model. Training the Santander BI department in Einstein Analytics and best practices.

Salesforce Admin Course / Trainer - Online
Virtual, Bank & Finance

2020-05 - 2020-05

3 day online Salesforce Admin course instead. Content as the physical course.

BA, Project Management
Sandvik Mining & Rock Technology

2019-12 - 2020-02

Purpose: The project focused on implementing Einstein Analytics on a global scale covering native Salesforce Sales Cloud data and data via external connections. The project had PO's located in Sweden and South Africa and team members from Denmark, Sweden, Norway and US. Therefore, the project commenced solely online.

Roles: Salesforce and CRMA developer. BA, Project Management Tasks: Validating Salesforce Org. setup and data readiness for correct reporting. Providing guidance regarding further insights and optimized visualization. Developer, building the solution applying Einstein Analytics functionalities, such as Dataflow, Data Sources, Edgemarts, Dashboards, SAQL, Data Sync and visualizations combined with Lightning Pages.

Business Analyst: Functioned as the team's Business Analyst eliciting requirements and leading the daily Touch Bases, spanning from 15 min. to ½ day workshops, covering continuous clarification and refinement.

Lead on the Service Track, BA and as developer
FOSS A/S

2018-10 - 2019-06

FOSS Analytical - Salesforce, Agriculture Purpose: FOSS had decided to replace their current CRM platform with Salesforce. A project divided into 2 phases. A Readiness phase to outline the scope of the requirements and a development phase where the solution was built and tested.
Roles: Functioned as Lead on the Service Track, BA and as developer.
Tasks: The Development phase focused on building the solution in Salesforce. The main areas I developed, and tested, covered Case Management, Entitlements and SLAs, Service Contracts and Quotes. I also automated several processes and made them scalable for FOSS to gradually expand into the 28 countries. In all I worked with functionality from the Service Cloud, Field Service Lightning, Salesforce CPQ and Sales Cloud.
Business Analyst: Via sessions with the PO's, the readiness phase consisted of understanding the complex structures of their Service processes and defining all the requirements in User Stories and Epics. Functioning as Lead, I designed and proposed the solution models encapsulating their business needs. For this we used workflow diagrams, Lucid Charts, as they are easily conveyed, and possible improvements, obstacles, dependencies etc. becomes more apparent.
Building a MVP, we utilized the MoSCoW prioritization model to ensure vital features were brought in, enabling us to adhere to the project timeline.
Requirements were handled in Salesforce.
A central challenge with this project, was to avoid doing a 1-2-1 solution migration. Doing so would necessitate a disproportionate amount of coding hence higher cost and time to delivery. Mitigating this risk required a solid effort of change management, continuously challenging the business and end users, to re-structure processes and embrace a new platform with different/new features. In short, frequent demos and mock-ups became part of the process to attain buy-in and make project progress.
Business Analyst and Scrum Master
Bankernes EDB Central

2017-10 - 2018-04

Purpose: European banks were required to open their systems to third parties, and in this relation BEC needed support with the process of scoping features to be compliant. This required insight in the following directives, frameworks and, on a high level, security models such as: PSD2, RTS on SCA/SC, UK Open Banking, Berlin Group and GDPR.
Roles: Business Analyst and Scrum Master Tasks/Business Analyst: A very demanding challenge, given that new directives had recently been introduced to the banking sector in EU - why tacit and explicit knowledge in BEC was inadequate.
The process was a very self-driven approach, studying the new regulations, what were the new constraints or services taking effect.
The task required to assess and curate vast amounts of information, why structuring area by area in models, schemas etc. assisted the process. With a collection of models, it became apparent, what areas were not clear, why we held workshops leveraging international SME's to shed further light on the compiled list of challenges.
The final product was an elaborate "consensus decisioning model", serving as guidance to assist solution decisions going forward.
Proxy Product Owner: Providing overview of the PSD2 Directive and mapping the customer journeys and the supporting digital processes of both UK Open Banking and Berlin Group.
Then to flesh out the requirements and user stories in collaboration with PO RFPs Atos Medical AB Function: RFP Lead Atos Medical was looking at a new CRM Platform (Salesforce) covering Sales and Service processes. As Lead, I was my responsibility to: • Have the e2e overview of the RFP.
• Run discovery workshops with stakeholders for further clarification • Run internal workshops in Capgemini.
• Solution scoping and designing.
• Planning and phasing the project.
• Estimate FTE/consultancy hours and availability, both on/off-shore.
• Presenting proposal to client with sales and managers.
Capgemini took 1st place and as solution partner Coloplast DK A/S Function: RFP Reporting Lead Coloplast was looking at a new CRM Platform (Salesforce). As Reporting Lead, I was responsible for reporting requirements were extracted and aligned with processes and solutions from other tracks / Leads.
Epirock Function: RFP Analytics Lead Coloplast was looking at a new CRM Platform (Salesforce). As Analyst Lead, I was responsible for how Salesforces' analytical tools could contribute to the implementation process phases aligned with client requirements and other track / Lead input.
Performance Manager
TDC A/S

2016-01 - 2017-01

Commercial Manager
TDC A/S

2014-01 - 2016-01

Market Analyst, Channels
YouSee A/S

2013-01 - 2014-01

Market Analyst
YouSee A/S

2011-01 - 2013-01

Market Analyst
Discovery Networks Denmark

2007-01 - 2011-01

Full Time Employments Client Engagements Current CRM Analytics & Salesforce Core RFP CLOUD INSIGHTZ Business Analyst Career Overview - Go to Engagements

Akademisk baggrund

MSc in International Marketing and Management
Copenhagen Business School

2002-01 - 2004-01

MBA Courses
BKK University

2022-05 - 2003-01

BSc in Economics and Business Administration
Copenhagen Business School

1999-01 - 2002-01

BSc
Thammasat University

2022-05 - 2001-01

Certificeringer

Salesforce Einstein Analytics+ Dataflow Performance Optimization
Salesforce Certified Einstein Analytics and Discovery Consultant
Salesforce Einstein Analytics+ Advanced Dashboard Designer
Salesforce Certified Field Service Lightning Consultant
Salesforce Einstein Analytics+ Advanced Academy
Salesforce.com Certified Administrator Course
Salesforce Einstein Discovery Partner Academy
Salesforce Certified Service Cloud Consultant
Salesforce Einstein Analytics+ Basic Academy
Salesforce Certified Platform App Builder
Salesforce Certified Administrator
Facilitating Interactive Workshops
Introduction to Business Analysis
Collaborating with Clients (CwC)
Collaborating with Clients
Certified SAFe® 4 Agilist (SA)
Certified SAFe® 4 Agilist
Strategic Decision Making
Certified Administrator

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