Makau Mutuku
Senior Salesforce Consultant
Buchloe,BY
Summary
Decisive and results-driven CRM & Salesforce Consultant with over 7 years of hands-on experience in Salesforce and nearly a decade of success in CRM implementation. Proven track record of translating strategic goals into scalable CRM solutions that drive user adoption, process efficiency, and measurable business impact. Expert in orchestrating end-to-end CRM transformations, leading cross-functional teams, and delivering multi-channel automation workflows that improve customer engagement and retention. Adept at using data-driven insights to optimize performance and accelerate ROI. Thrives in dynamic environments, consistently turning complex challenges into actionable outcomes for forward-thinking organizations.
Overview
9
9
years of professional experience
8
8
Salesforce Certifications
2
2
Project Management Certifications (Scrum.org)
Work History
Senior Salesforce Consultant
Salesfive 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
Salesfive 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
Salesfive 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
Projectsachievements
Salesforce Project Experience:
1. ICF (International Christian Fellowship) Zurich
Led an organizational health check to assess Salesforce usage, identifying bottlenecks and optimization opportunities. Developed a strategic blueprint, guided the client through findings, and delivered a comprehensive report with actionable recommendations for improved system utilization.
2. Habitat for Humanity Germany
Served as Fundraising Stream Lead, overseeing a Salesforce implementation project. Led scoping workshops and requirements gathering, integrated third-party solutions (e.g., Fundraisingbox for online donations), and managed post-go-live support. Focused on automation and best practices for fundraising processes.
2. Blue Action Fund
Stream Lead for Grants Management, where I successfully implemented a grants management process, including stakeholder engagement, budgeting, and reporting. Managed data migration, monitoring and evaluation tools, and provided ongoing support for system optimization.
3. ReDI School of Digital Integration
Led a multi-cloud Salesforce implementation across Education, Nonprofit, Service, and Experience Clouds. Focused on fundraising optimization, business analysis, and requirements gathering. Managed the full lifecycle of candidate recruitment, volunteer, and partner management processes, including third-party integrations and post-go-live support.
4. Medair Germany
Stream Lead for fundraising optimization, guiding scoping workshops, donor engagement, and acknowledgements. Integrated third-party solutions, developed user adoption strategies, and oversaw Salesforce project management to ensure smooth implementation and post-go-live success.
Additional Information
Driving Transformational CRM Success: Proven Impact Across Retention, Efficiency, Adoption & Strategic Decision-Making
- Increased Client Retention by Over 30%
- Revamped client onboarding and CRM workflows using data-driven strategies, significantly improving user experience and boosting client retention rates by more than 30%.
- Cut Operational Bottlenecks by 40% through Salesforce Automation
- Designed and implemented tailored Salesforce automation workflows, reducing manual tasks and improving team efficiency by an estimated 40%.
- Achieved 90%+ User Adoption Rate Post-Implementation
- Led comprehensive Salesforce user training and support programs, resulting in over 90% end-user adoption and sustained engagement across departments.
- Enabled 20% Faster Decision-Making through Enhanced Reporting
- Built custom dashboards and data visualizations that provided actionable insights to leadership teams, reducing reporting turnaround times by 20% and informing strategic decisions.
- Accelerated Project Delivery by 20% by aligning Salesforce capabilities with business goals through agile methodologies, efficient requirement gathering, and strategic roadmap development.
- Achieved 98% Post-Implementation Satisfaction Rate by providing comprehensive support and stakeholder-aligned CRM solutions, ensuring smooth handovers and sustainable client success.
Skills
CRM strategy
- Data analysis and visualization
- Process automation
- Customer Journey Mapping
- 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 Administrator (SCA)
- Salesforce Certified Platform App Builder
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Education Cloud Consultant
- Salesforce Certified Nonprofit Cloud Consultant
- Salesforce Certified Marketing Associate
- Salesforce Certified AI Associate
- Salesforce Certified Associate
- Salesforce Service Cloud Specialist Superbadge
- 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
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Senior Salesforce Consultant
Salesfive GmbH
01.2022 - Current
Salesforce Consultant
Salesfive GmbH
01.2020 - 12.2022
Business Analyst
Salesfive 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