Sumalata Desai

As a Salesforce Admin:

Led migration testing from HubSpot to Salesforce CRM

• Utilized the Lightning Framework to create a tailored Lightning Experience for select users- sales team
• Managed Opportunities, Enhanced Accounts, Contacts, and List Views; implemented Kanban views for improved sales visibility
• Enabled sales users to apply filters on generated reports, optimizing data access
• Created dashboards and reports customized to team roles
• Leveraged data import tools and mapping strategies for efficient data migration
• Configured Salesforce through custom objects, fields, and page layouts to meet business needs
• Developed and optimized Workflows and Process Builders to automate processes, achieving faster execution than HubSpot
• Set user roles, profiles, and permission sets and task assignments
• Delivered user training and documentation on Salesforce best practices, promoting adoption of Reports, Dashboards, and Lightning App Builder basics.

As a HubSpot CRM Admin:

• Implemented EdTech processes for International schools and delivered technical support, configuration and solutions to customers in the UAE, UK, USA, Malaysia, and India
• Managed user creation, onboarding, and training sessions for internal team and customers
• Designed and overseen forms for enhanced lead capture and assignment in HubSpot
• Created and categorized marketing lists for drip campaigns
• Developed and executed multi-stage email marketing campaigns using HubSpot CMS
• Worked with Companies, Leads, and Deals objects
• Created users, assigned teams, and set permissions
• Controlled automation triggers for lead management and deal progression
• Managed the process of importing and integrating data
• Built region-specific dashboards and generated reports using HubSpot’s reporting tool
• Diagnosed and resolved integration errors, preventing recurrence (with Boomi integration)
• Assisted in integrating a third-party AI tool with HubSpot, optimizing bot (KenytAI) workflows, and user experience for Inquiry, Admissions, School Tour Booking, and Returnee Programs
• Provided feedback on UX design, color themes, response patterns, and managed chat assignments to agent.

Managed a team of 4 junior business analysts while working on Leadsquared CRM

Handled BFSI, Health care, Ed Tech Accounts/clients(Mid sized) such as Byjus, Udaan, R3 wound care, Educativo premier instituto

• Onboarding and Implementation of Midmarket accounts
• Assisted presales and post sales accounts - led discovery calls, solutioning
• Integrated CRM with EHS via HL7
• Handled retention engagements
• Created workflows, custom fields, forms, and process designer.
• Built single or multi-step forms and portals with access controls
• Captured Leads, Opportunities, Activities, and Tasks
• Customized sections, tabs, and fields
• Created implementation plan and road maps aligning with customer expectations.
• Implemented 8 mid-sized accounts.
• Created a centralized account repository (similar to Salesforce Deal room) to ensure important content and customer interactions are well organized for effective collaboration
• Trained internal teams on features, customer onboarding best practices, and communication guidelines for effective new customer onboarding.
• Project management - Monitored weekly progress, status, and solutions; addressed challenges/blockers and planned next steps to achieve the expected Go Live date.

As a Salesforce Admin team member, managed client and account records, oversee Business Requirement Documents (BRDs), and streamline the billing cycle

• Developed an invoice repository for efficient tracking and retrieval of billing information
• Configured automated renewal email alerts to proactively notify clients before due dates, enhancing customer engagement
• Assigned tasks to account managers, billing teams, and sales teams for follow-up actions, ensuring timely closure of deals.

• Primary ownership of customers in ANZ, India, Middle East, and South East Asia
• Successfully implemented business process for 26 customers including best practices
• Responsible for evangelizing value of Freshworks products - Freshworks CRM and FreshDesk, and basic training of Freshservice
• Performed UAT for Mid-market accounts to ensure UX needs for key users - Clients to name a few- POS Malaysia, Lenovo
• Created FAQs(Fresh Sales and Fresh Marketer) to accelerate onboarding of freshers and facilitate self-onboarding in LMS (Mindtickle)
• Developed re-usable solutions to leverage across customers with similar business challenges
• Improved internal efficiency of ticket handling with a clear process definition and automation
• Handled technical/functional queries from customers and channel partners
• Provided feedback to product management about product enhancements (voice of customer)
• Handled Salesforce.com helpdesk with basic assignment of tickets for internal team.

• Responsible for 24 successful implementations (defining and setting business process with best practices) of sales CRM and Help Desk
• Created CPQ and the print templates
• Onboarded 30 new customers with online and onsite training sessions
• Responsible for 20 account upgrades and 25 expansions with value selling- Lenovo was one of the mid sized Account
• Conducted 7 Webinars and 5 Partner Training sessions (Covering GDPR, Automation, Reporting and dashboards and Integrations)
• Authored Ebook on Lead Scoring - which has been consistently on the top 5 content accessed by visitors and generated 100s of leads per month
• Responsible for sourcing customer reviews and references for Gartner Peer Insights and Magic Quadrant (3 customer choice distinctions and 3 magic quadrant recognitions)
• Identifying customers who are not logging in frequently, and also those not leveraging important features - revived dormant accounts/users every month with guidance on how to realize value
• Providing timely resolutions to technical issues, billing contentions, upgrades/downgrades and plan changes for key accounts (Key Account Manager).

• Responsible for Content Writing, blogging, SEO
• Responsible for implementing marketing initiatives (enhancing brand awareness).

• First level screening of managers
• Handover shortlisted profiles to hiring manager as per their roles and departments
• Negotiate remuneration as per company guidelines.