Volunteering
Rodolfo Simoes
Senior Manager, Salesforce Practice & Strategic Alliances
Sao Paulo
Summary
- 16+ years’ experience in Technology (10 within the Salesforce ecosystem)
- Versatile Senior Manager specializing in CRM (Salesforce and Veeva) implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information.
- Practice leadership and resource management - Strategy, Resource allocation, Technology roadmap, Partnership and alliances with 3rd party vendors and other SI (system integrators)
- Managed 30+ Salesforce implementations (Fortune 500 customers) in Sales Cloud, Service Cloud, Community Cloud and Commerce Cloud.
- Pre sales experience, multiple RFI and RFP´s and also Customer Relationship management at Senior Leadership and CxO level
Overview
20
20
years of professional experience
9
9
Certifications
3
3
Languages
Work History
Senior Manager, Salesforce Practice & Strategy
Cognizant Technology Solutions
01.2022 - Current
- Practice development, Mentorship, Pre-Sales, Resourcing, Strategy, Partnerships
- Act as a Trusted Advisor and Subject Matter Expert (SME) for our Salesforce practice and customers on Advisory and also pre-Sales engagements
- Explain technical products/solutions and value proposition to businesses of different verticals and sizes and explain how they address client needs
- On Discovery and proposals (RFI, RFP) I explain technical products/solutions and value proposition to businesses of different verticals and sizes and explain how they address client needs
- Develop a transformation roadmap that bridges vision to execution in an actionable and iterative way
- I contribute for all SFDC and Veeva RFP´s, Alliances contractual definition and External Hire processes.
- Internal leadership and mentoring - member of Cognizant´s Panel for Promotion, Bonus and Year End appraisal for Brazil (up until Senior Manager roles)
- Giving to thought-leadership, and sharing knowledge / standard processes within the Salesforce practice
Senior Salesforce Consultant
Cognizant Technology Solutions
01.2014 - 12.2021
- - Functional Architect for an Insurance company: Business to Consumer Salesforce Customization of internal App (Lightning, Flows, Sales and Service Cloud, Mulesoft)
- - Digital Transformation and eCommerce (B2B and B2C) in Life Science Industry (Global)
- Overseeing multiple projects (across multiple regions)
- Managing multiple project teams (Functional, Dev and Stakeholder/customer teams)
- Align Customer strategic goals into Functional Architecture - Social Listening (paid and organic), Marketing Automation and Live Streaming
- Roadmap Advisory
- Client Stakeholders expectation management (up to AVP level)
- Coordination with other implementation teams (SAP, MedPro, UI/UX)
- Multi-country Rollouts for Latam (5 countries) and Canada, Europe (6 countries) and USA
- Training end-users and Change Management
- Responsible for analyzing gaps on both technical and non-technical requests, assist on solution proposal for security and automated document creation, workshops and requirements gathering for a R&D innovation program based on Force.com and Sales Cloud with heavy customization and UX/UI design
- Cognizant UK&I Salesforce (Practice Development)
- Member of the Normalization Panel (Ratings/Promotions)
- Multiple RFP’s (back office) and F2F Engagement on Deep dive workshops and Pre Sales
- Interviews of potential new hires
- Practice Strategy and Consulting Group
- Charity and NFP Contributions
Salesforce Support T2
Cognizant Technologies Solutions
11.2012 - 12.2013
- Optimized lead nurturing efforts with targeted marketing campaigns designed within Salesforce.
- Streamlined communication channels with seamless integration of third-party applications into the Salesforce ecosystem.
- Championed data-driven decision making through the development of advanced analytics capabilities using native reporting tools in Salesforce.
- Maintained high levels of security and compliance by enforcing strict access controls, monitoring user activity, and performing periodic vulnerability assessments.
- Leverage the advanced administration capabilities of Salesforce
Sales,Service & Complaints Analyst
Barclays Shared Services
11.2011 - 08.2012
- Analysis of Statements numerical Data and answer all types of customer queries, requests regarding bank statements or account via phone, fax, letter and e-mail
- Identify pre-Fraud/ Fraud cases and dispute transactions on behalf of the Bank within LOA
- Deal with other departments, areas of the bank, and external third parties to achieve resolution of customer queries
- Marketing & cross selling of Structured Products according with Company targets
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Team Leader, Sales & Service Operations
NOS.pt
10.2008 - 11.2011
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Assessing team´s productivity and quality based on internal standards of evaluation on quality, empathy, technical knowledge and processes adherence (15-20 people)
- Focusing on Mobile networks and Cable/FO TV and services/Billing
Mobile Support and Troubleshooting Analyst
Vodafone
08.2004 - 07.2008
- rovide high-level 1st line support and first-time resolution whenever possible, plus level 2 support and resolution on given systems
- Solve the majority of the problems, forward only those cases that require specialized knowledge to the next level of support
- Gather all the required information from the Customer or monitoring systems, for further investigation with the help of next-level support.
- Work with greater independence, and possess bigger authority and knowledge to solve problems
- Analyse network packets to determine the next step of troubleshooting.
- Own the customer relationship, handling and resolving technical issues.
- Provide technical information to customers about service-affecting events and alarms via phone or other communication channels.
- Liaise with internal and external solution groups, ensuring that contractual SLAs are met.
- Act as 1st level escalation manager
Education
Bachelor of Science - Information Systems And Management
Birkbeck, University of London
05.2001 -
Bachelor of Science - Communication Technologies & Multimedia
Universidade Da Maia
05.2001 -
Skills
- Leadership
- Strategic thinking
- Solution vision
- Advisory and Consulting (both business and technology)
- C-Level engagement
- Rapport
- Training and Upskilling
- Mentoring
- Agile
- Alliances
- Negotiation
- Salesforce (multi-cloud) and Veeva CRM/Vault
- Program / Project Management & Scrum Master
Partnership Development
Talent Development
Industries
- Life Sciences (6 years)
- Banking, Finance Systems and Insurance (3 years)
- Telco (1 years)
Selected Project Experience
- Digital transformation Higher Ed support platform, HigherEd, Creation of a Support portal and webchat with experience cloud + leveraging the power of WhatsApp + Einstein bot and service could with more than 1000 dialogues with direct integration with invoicing and student information applications (3rd party) using Mulesoft, Programme management of both streams. POC between Cognizant and Customer for any escalation matter (CIO level). Workshops and Strategic guidance
- Digital transformation for an all-finance organization, Insurance Company, Customer facing portal to allow seamlessly create, review and respond proposals that meet customer needs, quickly upload information/documentation for faster credit decisions, upload invoices faster and deliver a better customer experience by having compete visibility on portfolios. I was a Role: Scrum master for the whole salesforce piece of work, POC for other cross functional teams including other dev teams for integration and parallel workstreams that had dependencies and overall POC for all cognizant teams across NA and Europe working with the same customer to assess innovation opportunities and/or new project opportunities (or resourcing needs)
- Digital Transformation and eCommerce in Life Science Industry, Life Sciences, Single System of engagement for Allergan Employee for 360 degree view of all customer interactions. Experience Cloud used to expand the reach to the customer providing self service capabilities and creating a University style training portal with the roll out of Digital Allergan Medical Institute. Replacing order management with eCommerce (commerce cloud), Overseeing multiple projects (across multiple regions with cross functional teams). Coordinate time, budget, and resources to complete work within program guidelines. Align Customer strategic goals with each individual project delivery
- Customer Contact Management Portal and Internal Flows, Insurance Company, Customers & Consultants to be able to interact seamlessly across contact channels according to Customer preferences, UX/UI to be configured to support the Contact Centre as an “assisted service channel focused around “problem solving”, complex transactions and identifying Customer needs, Functional lead, responsible for organizing workshops and requirements gathering, gap analysis. And collaborate between business and technical teams
Certification
Salesforce Admin
Interests
Public Speaking
Timeline
Senior Manager, Salesforce Practice & Strategy
Cognizant Technology Solutions
01.2022 - Current
Senior Salesforce Consultant
Cognizant Technology Solutions
01.2014 - 12.2021
Salesforce Support T2
Cognizant Technologies Solutions
11.2012 - 12.2013
Sales,Service & Complaints Analyst
Barclays Shared Services
11.2011 - 08.2012
Team Leader, Sales & Service Operations
NOS.pt
10.2008 - 11.2011
Mobile Support and Troubleshooting Analyst
Vodafone
08.2004 - 07.2008
Bachelor of Science - Information Systems And Management
Birkbeck, University of London
05.2001 -
Bachelor of Science - Communication Technologies & Multimedia
Universidade Da Maia
05.2001 -