Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Vaibhav Kapoor

Vaibhav Kapoor

New Delhi

Summary

Dedicated Delivery Manager & CRM Solution Architect with over 12 years of IT experience, specializing in Salesforce and SAP solutions. Skilled at prioritizing and managing multiple tasks to achieve project goals effectively. A flexible, detail-oriented team player known for adapting to project needs, with a solid background in digital strategy, CRM solution implementation, and client benefits realization.

Core Competencies:
• CRM Expertise: Hands-on experience with Salesforce (Sales Cloud, Service Cloud, Experience Cloud, Interaction Studio, MuleSoft) and SAP (Sales Cloud, Service Cloud, CPI).
• Project Management: Proficient in managing CRM projects using tools like Azure DevOps (ADO), JIRA, MS Excel, MS Visio, and Figma.
• Industry Solutions: Led implementations of sales portals, service portals, distributor management systems, and B2B customer portals in manufacturing, banking, and aviation sectors.
• Pre-Sales Leadership: Experienced in guiding the technical approach and commercial proposal process for prospective clients, driving strategic alignment.

Overview

12
12
years of professional experience

Work History

Salesforce Project Manager & Business Analyst

EY LLP - Senior Manager
03.2024 - Current
  • Client: Sales & Service cloud project developments for Aviation Industry.
  • Applications: Salesforce Sales Cloud, Service Cloud, Salesforce Data Cloud, and Genesys.
  • Analyzed existing systems and processes, identified gaps and recommended improvements.
  • Developed business process models to identify and document customer requirements.
  • Developed detailed project plans outlining tasks, deadlines, and resources needed for successful implementation of projects.
  • Oversaw creation of system process flows to illustrate the flow of information between various stakeholders.
  • Oversaw team to create a process prototype on Figma to provide a design demo to stakeholders and gather early feedback.
  • Provided technical assistance on software development projects by providing feedback on design documents and code reviews.
  • Worked closely with stakeholders to ensure their satisfaction with the delivered product or service.
  • Translated business objectives into measurable success criteria that could be tracked over time.

Salesforce Solution Architect & Delivery Manager

EY LLP - Senior Manager
01.2023 - 02.2024
  • Client: B2B customer portal for global agribusiness & foods company.
  • Applications: Salesforce Manufacturing Sales Cloud, Experience Cloud, Interaction Studio, and MuleSoft.
  • Conducted business and technical workshops to understand the current state and solutions being used in different geographies.
  • Oversight UX/UI designer team to create 12 storyboards and Salesforce-compatible (SLDS), simple, and user-friendly visual designs (Figma) for end-to-end B2B customer portal experience.
  • Identified 10 key design architecture decisions to conduct architecture discussions with the client enterprise architecture team to finalize solution architecture.
  • Created implementation roadmap to define 4 phases based on the analysis of system dependencies, business readiness, and feature prioritization as per business needs.
  • Oversight MVP implementation to validate the proposed solution architecture.
  • Led the overall engagement and provided the weekly status to key stakeholders, and asked for necessary support to mitigate the risk or issues in the program.

Salesforce Project Manager

EY LLP - Manager
09.2022 - 12.2022
  • Client: Service cloud implementation for real estate advisory consultancy firm.
  • Applications: Salesforce Sales Cloud.
  • Conducted requirement gathering and design thinking workshops for future state.
  • Led a team of business analysts to deliver the current state business process flow and future technical state process.
  • Created user-friendly design for inventory tracking and customer information form.
  • Created multiple reports and dashboards on standard sales and service cloud to enable the sales team with customer 360 on their fingertips for productive discussions with prospects.
  • Presented status with program risk to the key stakeholders on a regular basis.

Salesforce Delivery Manager

EY LLP - Manager
08.2021 - 08.2022
  • Client: SFA and DMS implementation for global footwear manufacturing company.
  • Applications: Salesforce Sales Cloud, Service Cloud, and Experience Cloud.
  • Conducted requirement gathering, design thinking, and implementation rollout approach with key stakeholders.
  • Conducted interviews with internal employees, as well as visited multiple distributors PAN India, to understand the current pain points and areas of improvement.
  • Led a team of business analysts and UX/UI designers to create wireframes and technical process flows for the Sales, Service, & Distributor portal.
  • Created communication plan, training document, and 1-minute how-to videos for internal employees and distributors.
  • Trained internal champion users and selected distributors to drive adoption.
  • Created and presented adoption dashboard to the client's leadership on a periodic basis.

SAP C4C Business Analyst

EY LLP - Senior Consultant
10.2019 - 07.2021
  • Client: Sales & Service portal for the paint manufacturing industry.
  • Applications: SAP Sales and Service Cloud.
  • Conducted business and technical workshops to understand the current state.
  • Interviewed project sales officers and regional managers to understand the pain points and areas of improvement.
  • Mapped the business process to SAP sales and service cloud standard offerings.
  • Created functional flows for the technical team to create technical solution and flows for the implementation.
  • Conducted multiple solution walkthrough for the champion users and client's leadership.
  • Hand-held the client's team to conduct training for the entire set of sales and service team.
  • Supported client with education tickets and bug-fixing for 6 months.
  • Trained the client's L1 team and executed shift left to enable the client's team to manage the education and low priority issues.

SAP C4C Business Analyst

PWC LLP - Senior Consultant
05.2019 - 09.2019
  • Client: Sales Portal for Power Technologies Company.
  • Applications: SAP Sales and Service Cloud.
  • Participated in current state process flow understanding workshops.
  • Created business process flows and first draft of fit-gap analysis with standard offerings of CRM solution.
  • Created data mapping sheet for integration between SAP ECC and C4C.
  • Created multiple reports and dashboards for the client.

SAP C4C Business Analyst

PWC LLP - Senior Consultant
01.2019 - 04.2019
  • Client: Sales & Service portal for Semiconductor equipment, service, and software supplier (Onsite - San Jose, USA)
  • Applications: SAP Sales & Service Cloud, and SAP CPQ.
  • Conducted requirement gathering workshops using a pre-defined requirement pack with the organization's sales, pricing, and contract management team.
  • Fit gap analysis with current state and SAP C4C, and CPQ standard offerings.
  • Concluded the workshop with a readout of the conceptual design, including high-level process flow, data flow diagrams, and required customizations.

SAP Commissions & Crystal Report Engineer

Medtronic PLC - Senior Software Engineer
06.2017 - 12.2018
  • Developed FY18 compensation plans and automated the incentive eligibility, promotion eligibility, and attainment reports for multiple business unit sales teams across Medtronic.
  • Conducted workshops with business units' SPOCs to gather requirements for the new financial year compensation plans, and created multiple compensation eligibility reports for the compensation admin teams.
  • Ideated and optimized the pipeline (calculation job) run, which reduced the duration from 180 minutes to 120 minutes.
  • Compensation calculation and reporting publication automation led to eliminating the human error issue and saved 160 hours of comp admin efforts per month.

SAP Commissions Engineer

Accenture PLC - Senior Software Engineer
06.2015 - 05.2017
  • Client: ICM tool for American multinational software and services company.
  • Applications: SAP Commissions and Crystal Reports.
  • Executed and led the design of FY17 compensation plans with a 5-member team and contributed to business logic for reporting and integration requirements.
  • Designed and developed SAP Commissions plans, look-up tables, and primary measurement to Deposit rules for medium to complex compensation plans.
  • Executed data modeling along with the client's comp admin to analyze the impact of new compensation plans and take the respective business decisions.

SAP Commissions Support

Accenture PLC - Software Engineer
10.2012 - 05.2015
  • Client: ICM tool for American multinational computer storage company.
  • Applications: SAP Commissions.
  • Supported and enhanced the organization's compensation calculation and reporting publications.
  • Developed multiple plan calculations for business-as-usual production support, and also worked on monitoring and escalating the integration issues to the development team.
  • Implemented multiple continuous improvement ideas to optimize the calculation run, which helped to reduce calculation failure and processing time.

Skills

  • Project Delivery Management: Skilled in managing end-to-end project execution, ensuring quality, meeting timelines, and achieving client satisfaction
  • Requirement Gathering & Process Optimization: Proficient in eliciting, analyzing, and refining business requirements to enhance process efficiency
  • System Process Flow Design: Experienced in designing comprehensive system workflows and process flows that align with business objectives
  • Solution Architecture & Component Analysis: Expertise in analyzing solution components and crafting robust architectures tailored to client needs
  • KPI Definition & Success Tracking: Competent in defining key project success criteria, setting KPIs, and tracking performance for continuous improvement
  • Effort Estimation & Project Planning: Skilled in accurate project effort estimation and the development of effective, realistic project plans
  • Collaboration & Active Listening: Strong team player with active listening skills, fostering collaborative and productive team environments
  • Cloud Solutions Experience: Hands-on experience with Salesforce (Sales, Service & Experience Cloud) and SAP (Sales & Service Cloud)
  • Project Management Tools: Proficient in using JIRA, Azure DevOps (ADO), and MS Excel for project tracking and management
  • Product Management Tools: Experienced with MS Visio, Lucidchart, Miro, Mural, and Figma for visual design and process mapping

Accomplishments

  • 2020-22 : 3 times consecutive 'I am Exceptional' Award, EY LLP
    Successful digital transformation of clients on Salesforce & SAP Solutions
  • 2018 : Annual Excellence Award, Medtronic PLC
    Cost-saving by automating commissions report
  • 2017 : Delivery Champion Award, Accenture PLC
    Successful delivery of FY2017-18 compensation plans for Pal Alto based software client

Timeline

Salesforce Project Manager & Business Analyst

EY LLP - Senior Manager
03.2024 - Current

Salesforce Solution Architect & Delivery Manager

EY LLP - Senior Manager
01.2023 - 02.2024

Salesforce Project Manager

EY LLP - Manager
09.2022 - 12.2022

Salesforce Delivery Manager

EY LLP - Manager
08.2021 - 08.2022

SAP C4C Business Analyst

EY LLP - Senior Consultant
10.2019 - 07.2021

SAP C4C Business Analyst

PWC LLP - Senior Consultant
05.2019 - 09.2019

SAP C4C Business Analyst

PWC LLP - Senior Consultant
01.2019 - 04.2019

SAP Commissions & Crystal Report Engineer

Medtronic PLC - Senior Software Engineer
06.2017 - 12.2018

SAP Commissions Engineer

Accenture PLC - Senior Software Engineer
06.2015 - 05.2017

SAP Commissions Support

Accenture PLC - Software Engineer
10.2012 - 05.2015

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Vaibhav Kapoor