Makau Mutuku
Haimhausen
Summary
Results-oriented Senior CRM Specialist with over 6 years of expertise in Salesforce consultancy and implementation, specializing in optimizing user engagement through strategic CRM roadmaps. Demonstrated success in leading cross-functional teams to enhance operational efficiency by leveraging data-driven insights. Skilled in designing multi-channel CRM campaigns and implementing automation workflows to meet key performance indicators. Aiming to advance customer engagement and retention strategies within a forward-thinking organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Salesforce Consultant
Saleslive GmbH
Munich
01.2022 - Current
- Execute multi-channel CRM strategies, enhancing productivity and automating key processes tailored to client needs
- Collaborate closely with stakeholders to craft scalable roadmaps that align Salesforce capabilities with broader business goals
- Lead the migration and integration of Salesforce products, ensuring smooth transitions with minimal operational disruption
- Optimize Salesforce applications to significantly improve user experiences by addressing specific operational challenges
- Conduct detailed assessments to identify challenges and propose effective future-state processes and solutions
Salesforce Consultant
Saleslive GmbH
Munich
01.2020 - 12.2022
- Design and implement tailored Salesforce solutions that meet specific client specifications, enhancing system performance
- Conduct detailed requirements gathering sessions with stakeholders to ensure project objectives are aligned
- Deliver extensive user training programs that boost end-user adoption and operational efficiency
- Maximize Salesforce utilization through innovative configurations and critical third-party tool integrations
- Offer comprehensive post-implementation support for smooth transitions and high client satisfaction
Business Analyst
Saleslive GmbH
Munich
10.2018 - 12.2019
- Conduct requirement elicitation sessions to accurately identify user needs and gather detailed enhancements for Salesforce
- Create comprehensive functional documentation to ensure project alignment and clarity
- Partner with development teams to deliver tailored Salesforce solutions that meet stakeholder expectations
- Enhance communication between key users and project stakeholders for improved project execution
- Evaluate business processes to pinpoint automation opportunities and boost Salesforce efficiency
Customer Acquisition & Success Manager
Shore GmbH
Munich
01.2018 - 09.2018
- Streamline client onboarding processes to enhance user experiences and boost overall client satisfaction
- Implement data-driven strategies to effectively improve client retention metrics
- Oversee CRM systems to enhance customer interactions and operational efficiency
- Boost end-user satisfaction with tailored support strategies
- Commit to best practices in customer service for consistent quality
Partner Account Manager
Shore GmbH
Munich
03.2017 - 12.2017
- Develop strategic partnerships to significantly enhance sales performance and market presence
- Lead cross-functional teams to align partner objectives with the broader organizational goals
- Increase partner engagement through effective communication and proactive management
- Maintain partner relationships through regular performance reviews and feedback sessions
- Negotiate terms to optimize partner agreements and drive revenue growth
Implementation Manager
Shore GmbH
Munich
07.2016 - 03.2017
- Oversee CRM implementation projects to ensure seamless integrations, emphasizing strategies to enhance user engagement
- Effectively manage client escalations, delivering timely resolutions to strengthen customer relationships
- Advise clients on optimizing CRM software features to boost operational efficiency and end-user satisfaction
- Conduct comprehensive training for end users on CRM functionalities, creating resources to encourage user adoption
Education
BA (Honors) - International Studies
The Open University
Skills
CRM strategy
- Data analysis and visualization
- Process automation
- Customer Journey Mapping
- ROI Analysis
- Integration techniques
- Lead and opportunity management
- Customer Engagement
- Customer feedback analysis
- Personalization Techniques
- Customer Support Strategies
- Data modeling
- Implementation Solution Design
Project Management
- Project Management and Analysis
- Agile methodologies
- Stakeholder Engagement
- Data Management
Soft Skills
- Communication and teamwork
- Cross-Functional Collaboration
- Active Listening
- Persuasive Communication
- Cultural Awareness
- Team Collaboration
Certification
- Salesforce Certified Associate - Salesforce
- Salesforce Certified Marketing Associate - Salesforce
- Salesforce Certified AI Associate - Salesforce
- Salesforce Certified Administrator (SCA) - Salesforce
- Salesforce Certified Platform App Builder - Salesforce
- Salesforce Certified Service Cloud Consultant - Salesforce
- Salesforce Certified Nonprofit Cloud Consultant - Salesforce
- Salesforce Service Cloud Specialist Superbadge - Salesforce
- Professional Scrum Product Owner I - Scrum.org
- Professional Scrum Master I - Scrum.org
- FinDock Salesforce Partner Implementation Certificate - FinDock
Languages
- English, Native level
- German, Intermediate
Projectsachievements
- Salesforce Solutions Implementation, Conceptualized, executed, and maintained Salesforce solutions tailored to client needs, leading to enhanced system efficiency and user satisfaction aligned with key performance indicators.
- Client Onboarding Optimization, Executed a comprehensive overhaul of client onboarding workflows, leveraging data-driven strategies to significantly elevate user experience and retention rates.
- User Training Programs, Developed and implemented robust user training initiatives, enhancing end-user proficiency in Salesforce and driving higher adoption rates across all levels.
References
References available upon request.
Timeline
Senior Salesforce Consultant
Saleslive GmbH
01.2022 - Current
Salesforce Consultant
Saleslive GmbH
01.2020 - 12.2022
Business Analyst
Saleslive GmbH
10.2018 - 12.2019
Customer Acquisition & Success Manager
Shore GmbH
01.2018 - 09.2018
Partner Account Manager
Shore GmbH
03.2017 - 12.2017
Implementation Manager
Shore GmbH
07.2016 - 03.2017
BA (Honors) - International Studies
The Open University
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