Shivam Verma
Pune
Summary
Salesforce and CRM operations professional with over 8 years of experience supporting global sales organizations across BMC Software, Red Hat, and WNS. Strong expertise in Salesforce platform administration, data governance, GTM operations, partner management, reporting, and cross-functional collaboration. Proven track record of improving data quality, automating workflows, enabling sales teams, and driving operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sales Operations Analyst - PRM Admin
BMC Software
Pune
12.2024 - Current
- Administered Salesforce PRM for partner and sales operations, ensuring system stability and data accuracy.
- Acted as operational contact for partner users, resolving access and deal registration issues.
- Owned data hygiene initiatives, including validation and cleanup for deals and agreements.
- Led UAT activities and deployment testing for CRM enhancements and fixes.
- Collaborated with IT, Marketing Ops, and Sales Ops to implement scalable CRM processes.
- Delivered dashboards and reports with actionable insights for leadership and sales forecasting.
- Integrated new tools into existing CRM framework to enhance functionality and efficiency.
- Tracked PRM issues, coordinating follow-ups with IT teams for timely resolution.
- Provided technical support to users of the CRM system. Represented partner business needs to IT for CRM defects, enhancements, and CAB requests.
- Conducted User Acceptance Testing (UAT) for PRM and Salesforce changes. Validated fixes and enhancements post-deployment to ensure business readiness.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Created and maintained custom Salesforce reports and dashboards for partners, and internal stakeholders.
- Delivered ad-hoc analysis for leadership, including rejected deal analysis, and SLA trends.
- Supported executive-level summaries by converting raw CRM data into clear insights.
Sr. Sales Operations Analyst
Redhat India Pvt Ltd
Pune
06.2021 - 11.2024
- Collected, consolidated, and analyzed program data to facilitate informed business decisions.
- Managed partner queries via Momentum cases, ensuring timely resolutions and high satisfaction.
- Supported partner enrollment operations, including application review and onboarding processes.
- Enhanced onboarding quality by implementing validation checkpoints, reducing false enrollment requests.
- Automated enrollment workflows, increasing partner engagement and request volume.
- Executed Salesforce data cleansing and account profiling for accurate CRM records.
- Developed Salesforce reports and dashboards for sales teams to monitor performance metrics.
- Coordinated closely with Sales, Marketing, and Leadership teams to execute partner initiatives.
Sr. Operations Analyst
WNS Global Services
Pune
03.2018 - 06.2021
- Undertaking Insurance Australia Group Projection the Process Business Claims received from New Zealand; supervising claim procedures involving validity assessment and approvals of high value claims in compliance with regulatory requirements.
- Providing high-end technical support on system, managing incidents/ Payments and ensuring high-end user satisfaction level through delivering solutions to their problems.
- Interacting with the customer to lodge claims and managing them from initiation to the claim finalization; counseling broker/ suppliers, advising and guiding them for suitable replacement quotes & draft purchase orders.
- Maintaining high discipline and norm adherence, drafting strong contact and construct health follow up with brokers & suppliers of New Zealand.
- Creating Business Requirement documents and project plans for internal IT projects.
Business Analyst
777 Trade Research Limited
Indore
09.2016 - 02.2018
- Creating business requirement documents and project plans for internal IT projects.
- Skilled in communicating clients' business requirements by constructing easy-to-understand data and process models.
- Resourceful at maintaining relationships with clients to achieve quality products by resolving issues; dealt with multiple clients across Singapore, Malaysia, Hong Kong, China, Australia, New Zealand, and the USA.
- Excellence in gathering and understanding the requirements of clients and other multiple stakeholders, followed by the translation into functional specifications, as well as the provisioning of suitable solutions.
Education
Bachelor of Engineering - Electronics & Communication Engineering
IIST
Indore06.2016
Higher Secondary School - HSC-12th
St. Patrick Hr. Sec. School
Sohagpur01.2012
SCS-10th -
St. Patrick Hr. Sec. School
Sohagpur01.2010
Skills
- Salesforce administration and configuration
- User, role, and access management
- Data quality, deduplication, and governance
- Lead, opportunity, and deal management
- Territory and GTM process support
- UAT, deployment, and change management
- Reporting, dashboards, and business insights
- Cross-functional and global stakeholder collaboration
- Experience leveraging automation, reporting, and system enhancements in channel operations, and exposure to AI-driven or automation tools is considered an added advantage
Hobbies and Interests
- Automobile enthusiast
- Pool, snooker
- Volleyball
- Exploring new technologies
Languages
- Hindi
- English
Certification
• Agile business analysis and Scrum Prodegree
Timeline
Sales Operations Analyst - PRM Admin
BMC Software
12.2024 - Current
Sr. Sales Operations Analyst
Redhat India Pvt Ltd
06.2021 - 11.2024
Sr. Operations Analyst
WNS Global Services
03.2018 - 06.2021
Business Analyst
777 Trade Research Limited
09.2016 - 02.2018
Bachelor of Engineering - Electronics & Communication Engineering
IIST
Higher Secondary School - HSC-12th
St. Patrick Hr. Sec. School
SCS-10th -
St. Patrick Hr. Sec. School