Saloni Shah

About Saloni Shah

I am highly motivated software professional who loves to work on challenging projects.Always up for working on complex issues and learning new technologiesI believe in ‘Communication is the key to success’, which helped me build qualities such as teamwork, leadership, negotiation, decision making, problem solving, analytic, communication and interpersonal skillsProfessional Skills• Certifications: CEH, CCNA• Technologies: BGP, TCP/IP, OSPF, IPv4, IPv6, SIP• Operating Systems: Microsoft Server 2008, Microsoft Windows, Mac OS, Basic Unix/Linux• Programming Languages: C, C++, Basic Java, SQL, MySQL, VHDL programming in ALTERA, eclipse, HTML• Applications: Oracle, Salesforce, Peoplesoft, Siebel, JIRA, Bugzilla, Arc sight, Burp suite, MatLab• Other: Project management, Systems design, implementation, Technical support, commissioning, training and troubleshootingIn my spare time I love to spend time in playing piano, photography, cooking, reading and traveling.

Experience

1. Manager, Signature Customer Success

   Salesforce

   Feb 2020 — Present · Burlington, MA, US

   Managing customer success team to achieve business objectives including attainment of targets for customer satisfaction, employee satisfaction, service levels, project deadlines etc.• Managing highly visible, global and strategic, specific enterprise accounts to ensure highest levels of customer satisfaction • Managing delivery of quarterly business reviews with strategic customer stakeholders • Setting team goals in alignment with global customer success team and assisting direct reports in definition and attainment of individual goals• Ensuring that direct reports have the resources, tools, information and processes necessary to deliver effective technical solutions to Salesforce customers. Managing internal and external escalations by acting as a technical escalation manager.• Ensuring the delivery of high-quality technical and soft-skills trainings for direct reports• Delivering performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon goals• Effectively representing the customer success department on cross-organizational teams to deliver on organizational objectives• Attending as an advocate for Signature customers\' priorities internally within Salesforce by working closely with different teams like product management, database engineering, operations, networking, account teams etc.• Delivering regular reports that provide qualitative and quantitative descriptions of business performance• Working to orchestrate all salesforce teams’ efforts and ensure we are single point of contact for all post-sales support activities• Working as a Duty Manager to distribute the work within team in most efficient way and also analyzing the case efficiency and quality to make sure customers are getting highest level of service

Education

• Northeastern University

  M.S., Computer System Networks and Telecommunication

  2010 — 2012

• Gujarat University

  Bachelor, Electronics and Communication Engineering

  2005 — 2009

Skills

• Data Analysis
• Testing
• Integration
• Linux
• Team Leadership
• Network Engineering
• Project Management
• Network Administration
• Windows
• Troubleshooting
• Teamwork
• Team Building
• Network Security
• Web Application Security
• Unix
• Windows Server
• Ccna
• Java
• Telecommunications
• Vpn
• Firewalls
• Xilinx
• Voip
• Security
• Web Acceleration
• Database Administration
• Computer Hardware
• Operating Systems
• Microsoft Office
• Ceh
• Mac Os X
• Networking
• Excel