Salesforce (CPQ, Sales and Service Cloud)
Kehinde Oseni
Business Applications Manager
Emeryville
Summary
Seasoned business applications manager adept in leading a global team of Salesforce administrators to drive the implementation of innovative business technology solutions and streamline the management of critical GTM business applications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager, Business Applications
PagerDuty
04.2023 - Current
- Currently manage a team of Salesforce administrators across operations and projects, providing ongoing training, mentorship, conducting performance appraisals, and facilitating development opportunities. In FY24, we maintained an impressive average internal case closure rate of 87.22% in FY24, marking a 14% improvement compared to FY23. Additionally, we completed a total of 568.5 story points, accounting for 54% of the story points accomplished by the Enterprise Applications projects team.
- Efficiently manage the team's on-call schedule to ensure continuous availability for our global internal users, ensuring seamless support and service delivery.
- Track case management metrics and identify areas for process enhancement and enablement with stakeholders
- Spearheading roadmap planning and implementation, sprint backlog refinement, solution design sessions, capacity planning, and facilitating sprint review and retrospective meetings.
- Collaboratively partake in quarterly user access reviews and SFDC change management audits with the internal audit team.
- Formulating policies to enhance processes such as general Salesforce code of conduct, change management, and deployment protocols, fostering continuous improvement and operational efficiency.
Senior Sales Systems Administrator II
PagerDuty
04.2021 - 04.2023
- Worked cross-functionally with the renewals and monetization team to launch the second phase of the renewal uplift program on schedule
- Project saved over 1,000 people hours/year and expanded PagerDuty's pricing uplift opportunity of ~$2.5M ARR
- Assumed interim ownership of the management of three Salesforce administrators, significantly improving case resolution time and knowledge sharing and providing redundancy on the team that is required to provide global support for the Sales org across different time zones
- Helped the PD.org team to scale efficiently by successfully implementing the automation of PD.Org Validation process in TechSoup using Salesforce flow and Catalytic. Effort saved the team an estimated 2-5 hours of manual work per week
- Served as the Salesforce technical lead in the implementation of the Rundeck integration project. Worked cross-functionally with pivotal teams delivering business value to the company and successfully enabled both PagerDuty and Rundeck reps to work out of the same Salesforce instance
- Effectively managed the smooth transition from DocuSign for Salesforce CPQ to DocuSign eSignature for Salesforce CPQ ensuring users could continue to send quote documents from within CPQ to DocuSign after Salesforce discontinued support for the former. Managed the delivery of set expectations from two separate vendors
- Participated in two hack week projects (BigDeals Slack channel overhaul and CPQ Approval Escalation using PagerDuty App)
Senior Salesforce Administrator
PagerDuty
04.2019 - 04.2021
- Technical lead in the successful rollout of Salesforce CPQ - a part of the company-wide Big 6 initiative to make the Quote-To-Cash process seamless
- Partnered with our 3rd party vendor to architect the Salesforce CPQ instance, including the product catalog which took several iterations and some complexities because of the Zuora billing integration with Salesforce CPQ
- Built out the CPQ order form using quote templates - paying close attention to all the stakeholder requirements while balancing the technical impacts
- Implemented CPQ automation and approval requirements using price rules, product rules, custom actions and advanced approvals
- Successfully implemented Salesforce Knowledge Base Articles through a cross-functional team effort to help Sales reps triage common issues
- Created a demo request button used by reps to submit requests to our solutions consultant team using a combination of flow and Visualforce ultimately removing the pain points of poor prioritization of key resources (Solution Consultants)
- Nominated for FY21 Q3 leadership award.
Salesforce Administrator
PagerDuty
07.2018 - 04.2019
- Successfully completed quote approval process revamp project significantly reducing the number of approval processes from 15 to 1 process, hence making it easy to maintain
- Technical lead in helping PagerDuty transition from SFDC Classic to SFDC Lightning. Provided top of the line support ensuring the cutover to the new UI sustained an incredibly low to zero impact to the entire sales organization
- Partnered with marketing to capture correct address information via enrichment tools and automation of population of these addresses using process builder
- Worked cross functionally with the Deal desk team to help automate the manual population of legal terms with regards to quotes thereby saving abundant time related to legal terms approval and improving deal velocity.
Salesforce Administrator & Systems Support
World Affairs Council of Northern California
03.2017 - 07.2018
- Delivered over 30 business solutions to business requirements of multiple stakeholders within the organization
- Successfully migrated Salesforce org from classic to lightning experience with detailed documentation within 2 months
- Provided 100% support for 3rd party integrated apps including AWS, FormAssembly, Soapbox Engage, and Adaptive Mailer
- Drove efficiency across development, marketing and programs team by conducting routine training to 17 users, automating 25 processes, implementing multiple validation rules, providing ad-hoc reporting, maintaining and updating multiple dashboards
- Increased Apex test coverage from 38% to 75% and decreased data storage by 20% through data archiving and routine cleanup
- Performed user management tasks including employee on-boarding and off-boarding.
Salesforce Administrator Fellow
Box
10.2016 - 12.2016
- Project lead on the redesign of Customer Profiles custom object to give a 360 view of Box customers providing a smarter pipeline view, improving adoption for CS, Sales, Marketing, BA & product teams and accelerating expansion/renewal deal by 50%
- Project lead on the optimization of Personnel Change Request custom object integrated with Workday HR System, decreasing lag between HR and Sales team by 50% and securing timely and accurate compensation pay out
- Worked cross functionally with Compensation, Quota, GTM, Global Sales Ops, People Ops (HR), IT, Enterprise Systems, Customer Success and SFDC admin teams to improve SFDC user interface and reduce business inefficiencies
- Drove alignment with multiple organizations within Box ensuring they are consulted and informed of the improvements where business process changes were addressed.
Oracle Instructor, Senior Instructor & Assistant Manager
American University Of Nigeria
03.2009 - 02.2016
- IT Training & Client Services)
- Curriculum team lead for Oracle and Advanced Excel; trained over 80 students on Oracle Database Administration, and 25 became certified Oracle Database 10g & 11g SQL Associate, Professional and Expert
- Improved employee productivity by 50% by providing high level technical expertise and support with database management tasks to internal and external customers across multiple departments
- Performed complex Excel spreadsheet analysis in the conduct of projects reducing the allocated time by 40%
- Provided routine in-house staff development training to update them on new application features to enhance user experience leading to 40% improvement in work output.
Education
Master of Science - IT Management
University of Wisconsin – Parkside
Kenosha, WISalesforce Admin Training -
Jewish Vocational Services
San Francisco, CABachelor of Science - Biochemistry
Olabisi Onabanjo University
Nigeria 05.2001 -
Skills
Business Partnership
Software
GTM Tools: Traction Hierarchies, D&B Optimizer, D&B Hoover, Quip, ZoomInfo, LinkedIn Sales Navigator, and Outreach
Docusign
Jira and Confluence
PagerDuty
Zuora Billing
Change Management: Ownbackup, Flosum, Prodly Devops
Certification
Service Cloud Consultant, Application Architect, Sharing and Visibility Designer, Data Architecture and Management Designer, CPQ Specialist, Platform Developer I, Platform App Builder, Advanced Administrator, Administrator
Accomplishments
- FY23 PagerDuty Champions Club
- Salesforce TrailheaDX 2021 Golden Hoodie Recipient
- 2019 JVS Employee of the Year Award Recipient
- 2015 American University of Nigeria Outstanding Staff Award
Interests
Mentoring and Reading
Timeline
Manager, Business Applications
PagerDuty
04.2023 - Current
Senior Sales Systems Administrator II
PagerDuty
04.2021 - 04.2023
Senior Salesforce Administrator
PagerDuty
04.2019 - 04.2021
Salesforce Administrator
PagerDuty
07.2018 - 04.2019
Salesforce Administrator & Systems Support
World Affairs Council of Northern California
03.2017 - 07.2018
Salesforce Administrator Fellow
Box
10.2016 - 12.2016
Oracle Instructor, Senior Instructor & Assistant Manager
American University Of Nigeria
03.2009 - 02.2016
Bachelor of Science - Biochemistry
Olabisi Onabanjo University
05.2001 -
Master of Science - IT Management
University of Wisconsin – Parkside
Salesforce Admin Training -
Jewish Vocational Services
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