Salesforce Administrator

I've lived in the CRM/CX space the last 23 years in various capacities including an MBA with a specialization in CRM. I've also been in the SaaS space for 16 years. My recent responsibilities have been around strategic selling into accounts like Southwest Airlines, United Airlines, Airbnb and UPS as well as other Travel, Transportation and Hospitality accounts. I have also sold Amazon Connect into the Airlines because of the tight integration between Salesforce and AWS.

Baylor University

Partnered with Product Management, sponsors, and stakeholders within accounts (Southwest Airlines, Delta Airlines, United Airlines, Airbnb, and FedEx & United Parcel Services) to support needs during the Pandemic era forming new net and expansion sales in travel, transportation, and hospitality post-pandemic. Managed Key Enterprise Accounts in the Travel Transportation and Hospitality vertical. Interviewed new hires across the org and mentored new team members.
	Grossed a 15-30% increase in net new user licenses and add-on licenses across various accounts (2020)
	Achieved 20-35% of the TTH industry-supported pandemic demand resulting in increased investment in Customer Support technology (2021).
	Closed multiple multi-million-dollar opportunities related to requirements around Covid vaccination verification, claims processing and lowered call handle times across various strategic customers in the airline and transport vertical; allowed core and specialist account teams to meet and exceed quotas by 5-12% during the height and tail-end of the Pandemic.
	Combined multiple cloud architecture and telephony solutions resulting in substantial customer savings and increase ROI; increased customer satisfaction for end-customers by 12 points.
	Led multi-pillar discovery, competitive analysis and demonstration engagements across SE teams, new feature pilots and proof of concepts across key accounts, SE and product management engagements on new feature enablement, roadmap overviews, partner engagements and professional services asset creation projects on large opportunities.

Principal Solutions Engineer

Defined and drove key business requirements for value-based presentations and demo win themes. Qualified and assigned resources for new SMB front office deal engagements. Advised on partner alliances and competitive analysis for the SMB CX space across Retail, Financial Services, Healthcare/Life Sciences, Transportation and Manufacturing Industries.
	Established demo request queue across the SMB CX sales teams averaging 8-12 new deal requests/qualifications daily; individual utilization at 90% despite added responsibilities simultaneously ensuring equal peer utilization.
	Mentored SE Enablement for SMB ‘go-to-market’ strategies and CX cohort training for upward motility and identified assets for first-call interaction. 
	Decreased attrition rate by over 40% quarter-over-quarter with a refined approach to SBB space and enterprise sales team specialist track.

Principal Sales Consultant

Lead Sales Consultant for Oracle Knowledge Advanced Cloud Service reporting directly to VP Solutions Consulting. Collaborated with Product Management, Product Engineering, and Regional Sales Leaders to introduce the new Oracle Knowledge Advanced Cloud app for go-to-market strategies. Enabled Sales and Solutions resources on Knowledge Advanced deals across the Americas region.
	Successfully launched first iteration of Enterprise Class KM solution to existing customers while product in beta. 
	Independently produced three new major deals totaling over $2.4M in prospective opportunities with new feature releases and parity across the west coast region in eight months.
	Built business cases to justify customer migration projects for Knowledge Advanced Opportunities
	Ramped and trained Oracle partners in North America on the new cloud KM product
	Helped product management with KCS v5 verification of Oracle Service Cloud Knowledge Foundation

Senior Sales Engineer

Led the Prime Sales Consultant/Engineer team across all Oracle Service Cloud Acquisitions (Inquira, RightNow, LiveLOOK, Siebel Service, ATG & TOA). Supported the technical pre-sales phase of Oracle CX Service Cloud Enterprise sales cycles. Defined requirements and value propositions for an enterprise-level multi-channel solution. Mentored new sales consultants annually. Attained Oracle President’s Club 2012-2013.
	Conducted multi-channel Customer Experience Assessments (CXAs) to calculate ROI exploring joint opportunity execution across shared and new accounts.
	Presented and demonstrated personalized end-to-end Oracle CX Service Cloud solutions, facilitated CX Journey Mapping engagements, and defined the phases of implementation and tying phases to sales ordering documents.

Sales Engineer

Managed 200+ discovery and scoping of new and ongoing professional services engagements across SMB/Enterprise Accounts in North America and EMEA regions. Drove business value discussions in the pre-sales phase to establish RightNow Pro Services as a premium.

	Exceeded annual Professional Services quota targets by 105%.

	Facilitated post-sales meetings to set up the delivery and services team for success and managed implementation projects and related change order management efforts.

Senior Solutions Architect

Implemented 300+ project deliveries across SMB/Enterprise Accounts in North America and EMEA regions.
	Delivered 70+ Managed Services Projects across SMB/Enterprise Accounts in North America.
	Managed remote and onsite training workshops for RightNow clients and partners.

Khurram Baloch

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