Candidates About

Jim Spath

Summary

Experienced and motivated Consulting CRM Program Manager with a track record of building trusted customer relationships and successfully delivering complex CRM solutions. Strong technical expertise demonstrating a deep understanding of development, integration, and reporting technologies. Strong knowledge of sales, marketing service and back-office business processes. An extensive CRM business analysis background with experience in process modeling and improvement, facilitation, brainstorming, functional design, testing and training. A focus on optimizing the communication between all project participants to deliver maximum value for an organization in the shortest time with minimal cost.

Certifications and Training

Skills

Experience

Independent Consultant, Santa Clara, CA – January, 2016 – June 2016

ServiceNow Inc.:  Project Manager / Business Analyst – January, 2016 – Present

·         Responsible for managing requirements, business processes and delivered IT functionality for a large cloud service management company

·         Developed and implemented significant process improvements to streamline 2-week maintenance and enhancement sprints for the ServiceNow Sales System

·         Managed the product backlog for the system including working with the business to prioritize user stories, developing detailed story specifications and facilitating communication between the product owner and the development team

Accenture, San Jose, CA – February, 2015 – December, 2015

Multiple Clients including Cisco and Nevada Energy:  Program Manager

·         Managed a multi-million dollar Primavera / SharePoint development project for a large utility

·         Created and delivered C-level project status presentations showing project status and issues

·         Provided guidelines for estimating within a Scrum Team and across Teams (SAFe)

·         Documented AS-IS Agile processes and proposed a TO-BE Agile framework and Scrum processes that were adopted by the PMO

·         Liaison between IT and Partner Program Sponsors responsible for operational management of 4 Cisco Service Partner Programs. 

·         Managed multiple quarterly program lifecycle calendars coordinating process steps including rebate calculation runs, override processing, financial review and partner payout processing

TekSystems, San Jose, CA – April, 2014 – February, 2015

Xerox Content Services:  CRM Project Manager – April, 2014 – February, 2015

·         Overall responsibility for maintaining and expanding use of the CRM System for the Division

·         Responsible for requirements, design, development, testing and deployment of the system

·         Developed a Change Management process to facilitate stakeholder prioritization of backlog requirements resulting in an Agile approach to sprint and releases deployment.

FPX LLC, San Mateo, CA: Solution Manager, January, 2013 – March 2014

·         Managed multiple complex Configure-Price-Quote (CPQ) projects for health insurance and telecommunications industry clients

·         Assumed responsibility for a project that was in trouble and oversaw the its successful completion under budget with a solution that was strongly accepted by the client

·         Account Manager responsible for the relationship between my company and the client, developing roadmaps, addressing issues, and building long-term relationships

·         Converted a project from a waterfall methodology to Agile in order to reduce project risk and implement the project in fewer hours saving the client $200,000 in cost overruns

·         Responsible for overall financial management of all projects including budgets, tracking actuals and calculating margins and profitability

·         Developed complex requirements and business process flows for a large health insurance configure price quote (CPQ) system that was run from Salesforce.com

Independent Consultant, Foster City, CA – April, 2012 – August 2012

Gilead Sciences:  Systems Manager – April, 2012 – August 2012

·         Managed a Team responsible for mapping Siebel functionality to Salesforce and Veeva

·         Responsible for the ongoing management of activities for two CRM systems (an ePharma sales system and an eClinical system for researchers)

·         Managed a team of 5 developers supporting the application in Europe and North America

GLOBALFOUNDRIES, Milpitas, CA: Solutions Manager, April 2011 – April 2012

·         Managed all aspects of CRM including the CRM roadmap, 2012 budget, tool and module selection, requirements gathering, CRM technical deliverables and end user management

·         Managed a team of 4 resources and a large Oracle Team to develop the CRM system

·         Worked closely with IT management, the ERP team and business sponsors to automate the alignment of supply and demand management for a complex high-tech organization

·         Managed communication between corporate sales teams in the US and off-shore IT technical and Oracle Consulting teams in Singapore ensuring effective delivery of CRM functionality

Satmetrix Systems Inc., San Mateo, CA: Project Mgr. May 2010 – February 2011

·         Project Manager responsible for managing multiple system migration projects transitioning key clients from the original Satmetrix platform to a brand new SaaS platform

·         Managed a team in India that was responsible for building, testing and deploying the system

·         Worked closely with clients to manage customer expectations during migration as well as identify and address gaps and workarounds based on platform differences

Independent Consultant, August 2009 – April 2010

Jacobus Energy, Milwaukee, WI:  Functional Architect – November, 2009 – April 2010

·         Designed the Siebel sales, marketing and order management solution and directed multiple developers during the development lifecycle for a mid-sized petroleum distribution company

·         Developed strong relationships with executive and sales management to deliver detailed “TO-BE” sales and marketing methodology process models that were used to initiate lead process improvements implemented in the CRM solution

·         Worked closely with executives to deliver sales training for the entire Jacobus Sales Team

TIAA-CREF, Charlotte, NC:  Functional Project Manager – August, 2009 – October, 2009

·         Managed the implementation of a common end-to-end sales process consisting of lead conversion, opportunity management, product configuration, quoting and order submission

·         Responsible for managing relationships with project stakeholders and the project sponsor

·         Facilitated gathering of complex requirements and definition of a common solution that met the needs of a diverse customer base

·         Managed a team of 3 business analysts to meet these objectives

Perficient Inc., San Francisco, CA – July, 2007 – January, 2009

SunPower Corporation:  Process Analyst – September, 2008 – December, 2008

·         Successfully developed a set of CRM sales and marketing process models used to develop the business logic for a large Salesforce.com system

·         Completed definition of common marketing and sales processes and a standardized sales methodology for all business units

·         Defined KPI’s for sales and marketing based on defined “TO BE” processes

Jenny Craig: Senior Project Manager – July, 2007 – July, 2008

·         Managed a complex Siebel/OBIEE full lifecycle project to develop a system that managed the entire customer experience for Jenny Craig clients

·         Managed a team of 25 consisting of configuration, integration, and BI development teams

·         Managed risks, issues, change orders, defects, project communication and client reporting to ensure successful project execution

·         Delivered specifications for complex configuration, workflow, inventory, payment, and product pricing components of the system

Oracle Inc. / Siebel Systems Inc., Bellevue, WA – July, 1999 – July, 2007

Multiple Clients including Boeing and AT&T Wireless:  CRM Consultant

·         Successfully managed a project to prototype, develop, and deploy a system to manage lean dashboards supporting spare parts service using Agile

·         Successfully managed development and enhancements to a world-wide airplane servicing application over two full lifecycles using Siebel and OBIEE

·         Successfully lead configuration teams to develop multipole Sales Force and Service Automation solutions for multiple customers

·         Facilitated JAD sessions with multiple customers to optimize CRM business processes, identify requirements and produce effective system designs

·         Working with business stakeholders, oversaw design and development of multiple Siebel solutions utilizing Siebel architectural best practices

·         Managed multiple testing initiatives including the development and execution of system, integration, performance and user acceptance test scripts

·         Developed UI and eScripts using Siebel Tools, assignment and workflow rules as well as data quality configuration on multiple Siebel projects

·         Consulting Manager responsible for hiring, mentoring and managing a team of 10 consultants

Education

MS, Management Information Systems - University of Arizona, Tucson, AZ

BS, Finance - Canisius College, Buffalo, NY