Margaux G.

- Migration of two legacy Salesforce orgs into a newly designed, optimized instance using Python scripting

- Designed, architected, and implemented a new Quote-to-Order process in Salesforce, fully integrated with NetSuite — enabling end-to-end management of new business, renewals, and cross-sell workflows directly within Salesforce

- Redesigned core objects to align with Salesforce standard practices while optimizing existing processes

- Implementation of support processes and community portal, including: email-to-case setup, escalation workflows, community user management, Jira integration

- Salesforce Administration for European and US teams

Salesforce expert specializing in the integration of tools: CRM, billing solutions (Chargebee, Hyperline), as well as in the implementation of digital ecosystems to optimize business processes and improve customer relationship management.

- Orchestration of the transition to a new Salesforce instance

- Automated record creation via Python/SQL scripts.

- Management of data quality monitoring for the new instance.

Implementation of a complete customer cancellation process, from initiation to resolution:

- Seamless integration of Skello cancellation requests into Salesforce.

- Execution of subscription cancellations in our billing tool (Chargebee) in accordance with Skello's terms and conditions.

- Development of an approval framework allowing managers to handle exceptional cases.

- Organization of training sessions for customer success teams to familiarize them with the updated process.

- Implementation of a comprehensive onboarding program for client onboarding managers responsible for client training:

- Customization of training paths based on individual client needs.

Integration of Calendly with Salesforce to streamline training scheduling and client onboarding processes.

- 70% reduction in post-training administrative burden through automation.

- Implementation of automated reminder emails to encourage clients to schedule their training sessions, minimizing early cancellations.

- Delivery of comprehensive training to client onboarding teams on the revised process.

- Development of a custom Salesforce application tailored to the specific needs and usage patterns of all customer experience teams, optimizing their CRM utilization.

Redesign of the self-serve process, from lead generation to closing and upselling:

- 80% reduction in operational workload

- Process scalability