Salesforce

Do you have any experience using Salesforce?

"Yes, I gained Salesforce experience while working at Penn as a client. they used salesforce for their marketing cloud. Create more engaging marketing. Send targeted and personalized messaging Trigger messages based on customer actions Use data from multiple sources and devicesAt PwC, they use salesforce for pipeline tracking, sales forecasting, Sell smarter and faster. Increase sales force productivity and revenue Keep track of every customer interaction Automate redundant tasks and admin work

Example where you used data to improve customer service

1. Measured associate/team productivity and measured CSAT independently--clients looked relatively happy but they weren't happy 2. I was asked by top leadership why my clients weren't happy 3. Developed new metric Q closes (# of closes/productivity + CSAT) 4. Clients loved it. They understood the relationship between the issues were being closed AND the client user satisfaction

Tell me about a time you got someone to do something they initially did not want to do.

1. Setting - Malvern - only Cerner associate on campus of 1,000. Only leader on campus. Siemen solutions only/Cerner did not want Millennium to be supported by this campus 2. We had the bandwith to do more. Our business was just starting and we had the capacity to learn/help the Millennium teams. Encouraged Cerner leadership to create a team in Malvern to support Millennium. Big risk/very political/Millennium leaders didn't trust that this team could do it 3. Action - No is not an answer. I created new team for Millennium/started small/cross-trained/integrated our team with KC team as 1 Cerner. 4. Increased productivity, cross trained our associates, showed KC leadership that we could add value from Malvern.

Successful project

1. Situation - Pool of very experienced Siemens associates. Hired level 1 situation manager to be concerierge level consultant. 2. Tasked to build this team and John knew Cerner at a system level/not application level Made 2 critical, impactful mistakes that cost time and milliions of dollars/couldn't close the books for the month or quarter 3. Recognized that I hired the wrong person - John (didn't trust my instinct)/gave him a second chance. Terminated him. 4. Result--client had faith in my leadership that I resolved the issue and made a needed change to my team. Merged cultures

How would you describe your teamwork skills? How would your last manager or colleagues describe them?

1. passion 2. vision 3. humility 4. strong work ethic

Spend less on marketing and advertisement

Create a 24/7 demand generation machine SaaS companies have to find ways to generate leads without spending a lot on marketing and advertisement. Moreover, since customer interaction with the apps can be monitored, it is easy to design add-on solutions and upgrades based on first-hand knowledge on customer behavior. Your company has to find a way that will best work for you. For example, you can use inbound marketing techniques to generate leads quickly and at a low cost. Perhaps you can give a free eBook blog regularly, do regular webinars to generate buzz about your product, educate your prospects and make your existing customers brand ambassadors. Each marketing message has to be different and tailored for a particular audience. Even if you just have a single product, the way you approach a large company and individual users has to be different.

Why do you want to work for Salesforce? (culture, cutting edge innovation)

Customer relationship management (CRM) is a technology for managing all your company's relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions. A CRM solution helps you focus on your organization's relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.

Why is Customer Success paramount

Customer success is paramount The success of any subscription business depends on contract renewals by customers. Therefore, SaaS businesses have to operate more like services companies than product companies. Customer satisfaction is critical to keeping churn low and increasing revenues. Together with keeping customers happy, subscription businesses have to look for cross-sell and up ell opportunities to get customers "addicted" to their services. Companies have to constantly interact and make their customers happy to create demand for their services. Salesforce users may start with basic packages and as their needs change, can upgrade to packages with more robust services. Moreover, customers who buy the one service, for example Sales Cloud, can be upsold to other products like Force.com, Service Cloud, Data.com and others.

Tell me about a time you struggled while working as part of a team.

Go-live/did not have partnership with client Did not commit to timeline

Which leadership principle do you resonate with most?

Ownership Situation-Transition from implementation to support Tasks- One Cerner approach to supporting our clients/Ownership to find the answer Action - Issues/find the answer/worked together with consulting, sales, support, engineering Result- Exceeded clients expectations when they felt "One Cerner" supporting them

What does Salesforce do

Salesforce is a CRM software provider. The cloud-based solutions empower enterprises to make the cost of their customer data, allowing them to track activities, review details, and gather insights to enhance the relationships efficiently. In essence, its streamlined brings companies and customers together, providing multiple departments - like sales, marketing, customer service, and commerce - a shared holistic view for wiser decision-making and well-timed action."

Describe Salesforce's database architecture.

Salesforce is a cloud company. Everything we offer resides in the trusted, multitenant cloud.SAAS Model - Software as a service Users of SaaS applications expect automatic upgrades that will leave all their customization intact, an intuitive customizable interface and constant availability of the application. In addition, users are always looking up for new and improved features. SaaS businesses have to delight their customers and meet their expectations day after day to keep them renewing their contracts. he greatest advantage of a SaaS business model is that it shifts the implementation burden from the customer to the vendor. Customers know they will save time and resources by not having to deploy, update or maintain Salesforce's applications and thus have more time to concentrate on their core objectives of delivering their organizations' goals. How is your service benefiting your users?

How do you develop a value proposition for products you sell?

Secure cloud services platform Increased computer power, database storage, content delivery and other functionality to help businesses scale and grow. Scalability and Elasticity Secure Flexibility Cheaper Uses manages databases Use AWS to lower costs, become more agile, and innovate faster.

Tell me about a time you came up with a creative solution to a complex problem. What made the problem complex?

Situation - DOD/Stakeholders/Sponsors/decision makers of Cerner EMR/Could not commit to make design decision Task-Need top leadership to commit to project plan-partnered with them to establish joint Action- Raise the bar on what counts as a valid excuse. Comfort with quickly changing priorities and a high level of adaptability and flexibility. Results - Commited to project timeline/

What does it mean to be a leader?

Situation - Siemens acquisition - associates had no sense of purpose/no loyalty/no driven mission-Give people a reason to come to work. -Be loyal to the organization's people. -Spend time with people who do the real work of the organization. Task -A willingness to take control when the going gets tough is a mark of a great leader. It shows a passion, bravery and commitment to lead, no matter what is thrown at them. A great leader will have the passion to lead, not just the ability. Tied the work they were doing to support our clients to the mission of Cerner. Action - Do the hard work--changed the culture/ Results - Created a mission driven culture

What constructive criticism would your current employer write on your annual review?

Situation - new business line/started with 2 clients the first year. Needed reference client to establish credibility Task-Get reference client/manager had set getting 1 reference client the first year/constructive feedback that I was not able to achieve that Action - Set expectation up front/Create deeper partnership/Expand the relationship Results- The next year, worked hard to develop partnership (common goals)

Why hire me?

Understand the pains of going live/lived it/breathed it _ Commit to timeline Understand importance of the partnership with sales, engineering, architects and client teams Ownership is key "One Cerner" service Impatient in a good way--like to see results fast

Why are you the ideal candidate for this role?

been in the trenches doing go-lives.. moved over to support/customs success leader/single escalation manager. sweet spot if being client's trusted adviser, leading them on their journey to expand their service

If you and a coworker disagree on how to proceed with a project, how do you handle the conflict?

communiation/perspective taking/transparency

Describe your ideal work environment.

fast paced, multiple balls in the air, busy/different initiatives

Describe your experience generating insights from data to support better decision-making.

if you can't measure it, you can't manage it client services operartions measure KPIs tat, sla, csat, reduction in issues

How do you handle customer objections?

perspective taking is key

Tell me about a time you disagreed with a supervisor. How did you handle it? If you didn't speak up, why not?

productivity goals at the expense of csat and associate sat. created Q goals

Which of your traits do you think will be the most valuable addition to a team?

strong work ethic, team player, communicative, flexible, works well under pressure

Given the choice, would you rather work as part of a team or independently?

team. the whole is greater than the sum of it's parts

What motivates you to succeed? What hinders your motivation?

tying my day to day work with the mission of the company. cerner's mission to systemically improve healthcare. pwc's mission to Our purpose is to build trust in society and solve important problems. ... In an increasingly complex world, we help intricate systems function, adapt and evolve ..