GAYATHRI GANESH
Chennai,TN
Summary
Dynamic and results-oriented Director of Service Delivery with over 15 years of experience leading enterprise-scale Salesforce initiatives across diverse sectors, including Higher Education, FinTech, Communications, Staffing, Manufacturing, and Nonprofit. Expertise in driving comprehensive program success, maximizing value realization, and fostering platform adoption has resulted in managing a $3M+ Salesforce portfolio with exceptional margins exceeding 65% and retention rates between 95-100%. Proven track record of achieving account growth ranging from 150% to 300% through effective advisory leadership, robust stakeholder engagement, and scalable delivery frameworks. Recognized for transforming escalated programs, cultivating strong client partnerships, and establishing strategic roadmaps alongside organization-wide governance and AI-driven operational enhancements while leading high-performing global teams with clarity and consistent coaching for predictable, high-quality outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director – Service Delivery | Salesforce Programs
CUBE84 Consulting
03.2023 - Current
- Own end-to-end delivery for a $3M+ Salesforce portfolio, ensuring platform adoption, value realization, and roadmap alignment across multi-cloud programs.
- Lead comprehensive program governance including RAID, RACI, sprint cadence, release management, success KPIs, and executive-level reporting.
- Designed and institutionalized the One Delivery Process, a unified operating model adopted across the organization—initially for Service Delivery, later expanded to Product teams—improving predictability, quality, and cross-team alignment.
- Manage portfolio-level P&L, maintaining 65%+ margins through accurate forecasting, resource optimization, and tight scope governance; delivered $1.2M+ revenue growth through advisory-led expansion.
- Achieved 95–100% retention by proactively stabilizing programs, leading escalation recovery plans, and rebuilding trust with VP/CXO stakeholders.
- Lead and coach a 40+ global delivery team, strengthening PMO maturity, stakeholder communication, solution clarity, and cross-functional execution.
- Built organization-wide accelerators including Experience Cloud portal frameworks and industry-specific One Screen solutions for Nonprofit & Higher Education, reducing delivery time by 20–30%.
- Drove AI-enabled delivery modernization, introducing AI-assisted practices for documentation, RAID insights, estimation reviews, UAT preparation, and reporting—improving PMO efficiency by 10–15%.
- Partner closely with architects, product owners, DevOps, QA, UX, and integration teams to maintain solution integrity, delivery consistency, and customer alignment.
Engagement Manager – Salesforce Programs
CUBE84 Consulting
01.2022 - 01.2023
- Managed a $1.5M+ Salesforce portfolio with 95%+ customer retention, while leading multi-cloud programs across Sales, Service, Experience Cloud, and custom applications.
- Delivered 150–250% account growth by shaping multi-year roadmaps, driving platform adoption, and identifying expansion opportunities aligned to customer priorities.
- Directed executive-level communication, including steering committee updates, QBRs, and C-suite alignment on delivery health, value realization, and program strategy.
- Implemented delivery hygiene across the PMO, standardizing governance cadences, success KPIs, RAID ownership, release readiness, and communication templates.
- Led scope governance and change management, partnering closely with client sponsors to evaluate CRs, manage budgets, and ensure alignment to contractual agreements.
- Established risk and escalation playbooks, enabling early detection, faster mitigation, and stronger cross-functional coordination with architecture, QA, DevOps, and integrations teams.
- Strengthened forecasting, utilization management, and financial tracking, ensuring portfolio profitability and predictable delivery outcomes.
- Partnered with Product Owners and Architects to drive backlog prioritization, solution reviews, sequencing, and alignment to business outcomes.
- Mentored PMs and BAs across engagements, improving delivery consistency, documentation quality, and stakeholder communication across the team.
Project Manager – Salesforce
CUBE84 Consulting
01.2021 - 01.2022
- Managed 5–6 simultaneous Salesforce projects using Agile, Waterfall, and Hybrid delivery models.
- Created project plans, WBS, RACI, sprint calendars, and dependency maps ensuring clarity and ownership.
- Led all scrum ceremonies: planning, grooming, daily standups, reviews, and retrospectives.
- Tracked and reported velocity, burndown/burnup charts, sprint performance, and delivery KPIs.
- Maintained strong RAID governance, proactively managing risks, issues, and dependencies.
- Delivered executive status reports, summarizing progress, KPIs, risks, and mitigation actions.
- Coordinated cross-functional teams (dev, QA, integration, business) across onshore/offshore locations.
- Ensured UAT, SIT, regression, and release readiness, owning cutover and go-live execution.
- Conducted story point estimation, T-shirt sizing, and sprint capacity planning.
- Managed scope, change requests, and timeline alignment for predictable delivery outcomes.
Senior Consultant / Lead Business Analyst – Salesforce
Perficient
02.2016 - 12.2020
- Led end-to-end discovery, requirements analysis, and functional solutioning for enterprise Salesforce programs across Sales, Service, and Experience Cloud.
- Conducted detailed process mapping sessions—documenting current-state (as-is) and designing optimized future-state (to-be) workflows across functional and cross-functional business areas.
- Identified process gaps, inefficiencies, and system disconnects, translating them into actionable improvements, automation opportunities, and Salesforce-enabled solutions.
- Collaborated with architects to design scalable, best-practice Salesforce solutions including data models, workflows, integrations, and custom components.
- Authored comprehensive user stories, acceptance criteria, use cases, wireframes, and process documentation ensuring complete delivery clarity.
- Supported backlog grooming, sprint planning, functional reviews, and cross-team alignment to maintain delivery consistency.
- Managed UAT cycles, including test planning, execution support, defect triage, and business sign-off to ensure solution quality and readiness.
- Worked across multi-cloud implementations, including community portals, lead-to-order processes, service case management, and partner workflows.
- Partnered closely with QA, Dev, and Admin teams to ensure solution integrity, adherence to Salesforce standards, and alignment with business goals.
- Maintained strong stakeholder relationships through transparent communication, structured updates, and value-focused engagement.
Application Support Analyst
Hewlett-Packard
01.2006 - 01.2009
- Supported enterprise applications with strong SLA compliance and RCA-driven problem management.
Education
Bachelor of Engineering - B.Tech
Anna University
Chennai, India06-2006
Skills
- Program Governance & Value Realization
- Salesforce Multi-Cloud Delivery Leadership
- P&L Ownership, Margin Optimization & Revenue Growth
- Executive Stakeholder Management (CIO, CCO, VP)
- Strategic Advisory & Platform Roadmapping
- Account Growth (150–300% YoY) & Customer Retention
- At-Risk Program Recovery & Escalation Management
- Global Team Leadership & Talent Development
- Contract Leadership (MSA, SOW, Change Control)
- Agile, Waterfall & Hybrid Delivery Models
- RACI, RAID, Velocity & KPI Governance
- Experience Cloud & Industry Accelerators
- Cross-Functional Leadership (Architects, DevOps, UX, Integrations)
Certification
- Certified Scrum Master (CSM)
- Salesforce Administrator
- Salesforce Platform App Builder
- Salesforce Sales Cloud Consultant
- Salesforce AI Associate
- Salesforce Agentforce specialist
Timeline
Director – Service Delivery | Salesforce Programs
CUBE84 Consulting
03.2023 - Current
Engagement Manager – Salesforce Programs
CUBE84 Consulting
01.2022 - 01.2023
Project Manager – Salesforce
CUBE84 Consulting
01.2021 - 01.2022
Senior Consultant / Lead Business Analyst – Salesforce
Perficient
02.2016 - 12.2020
Application Support Analyst
Hewlett-Packard
01.2006 - 01.2009
Bachelor of Engineering - B.Tech
Anna University
CAREER HIGHLIGHTS
- $3M+ Salesforce Portfolio Ownership
- Delivering Sales, Service, Experience Cloud, B2B Commerce, and custom solutions with consistent 65%+ margins.
- 150%–300% Account Growth Across Strategic Clients
- Achieved through roadmap creation, platform expansion, commercial ownership, and value-led advisory.
- 95–100% Client Retention Over Multiple Years
- Driven by governance discipline, transparency, and proactive stakeholder management.
- Turned Around Multiple At-Risk Programs
- Stabilised escalations within 4–8 weeks, rebuilding trust with VP/CXO stakeholders.
- Built Internal Salesforce Accelerators
- Experience Cloud Portal Framework
- OneScreen for Nonprofit & Higher Education
- Reusable templates for UAT, governance, and estimation Result: 20–30% reduction in delivery effort and improved consistency across teams.
- Led & Mentored Global Delivery Teams
- Managed 40+ consultants across PMs, BAs, Architects, Developers, QA, DevOps — driving performance, career growth, and execution maturity.
INDUSTRIES
- Higher Education
- FinTech
- Manufacturing
- Communications
- Staffing
- Nonprofit
- B2B Commerce
- EdTech