Jennifer Mouradian

Skills: Sales Execution

Guide a team of 50 individuals in defining their needs, in order to provide a prototype (POC) as part of the digital transformation within the Fondation de France. Manage and coordinate the implementation of the POC with all stakeholders. ➡️ Management of a project team of 10 people, including service providers and internal stakeholders, to structure and carry out the POC within the set deadlines. ➡️ Leading collaborative workshops for defining the functional scope, business priorities, and writing user stories. ➡️ Technical and functional referent on the different Salesforce modules (Sales Cloud, Service Cloud, Experience Cloud, Non Profit Cloud, CRM Analytics), guaranteeing the alignment of the functionalities delivered with business needs. ➡️ Establishment of structured project governance for the POC, with the organization of strategic and operational committees for monitoring priorities, planning and identified risks.

The French Dental Association (ADF) aims to digitise the organisation of the Annual Dental Congress, which brings together more than 25,000 people each year. Implementation of a member, congress participant, and visitor portal. ➡️ Co-facilitate the design workshops and create user stories for defining the different business scopes. ➡️ Act as the Lead technical and functional in the design of several Salesforce solution prototypes. ➡️ Coordinate development teams for the technical aspects of the prototype. ➡️ Configure the client's needs in Salesforce solutions. ➡️ Responsible for defending the project before the ADF committee for validation. ➡️ Serve as the Salesforce product reference for project follow-up in co-partnership with the integrator.

Guide the digitalization strategy of the Museum of the Future to become the world's most innovative museum by implementing the complete Salesforce CRM suite to provide an optimal digital experience to visitors from ticket reservation onwards. ➡️ Responsible for technical and functional expertise on core Salesforce modules. ➡️ Coordinate the various Salesforce teams to define the project scope and choose solutions adapted to client needs. ➡️ Lead the pre-sales phase, orchestrating strategic presentations for project approval by decision-makers. ➡️ Conduct design workshops, thus defining the priorities and functional scope of the project. ➡️ Direct the strategic orientation of the System Integrator overseeing the development of the budget and development deadlines roadmap.

Support Orphéopolis in the overhaul of its insurance contracting system for police families. The insurance allows their loved ones to benefit from necessary compensation and support in case of death, serious events, or temporary difficulties. ➡️ Respond to bid and coordinate actors throughout the pre-sales process. ➡️ Facilitate collaboration between Salesforce expert teams to provide a tailored response to the tender covering all technical aspects. ➡️ Present the offer to a committee of 20 people, including C-level decision-makers for project validation. Strategic vision and highlighting of KPIs and OKRs. ➡️ Conduct detailed analyses of internal and external requirements for project scope validation. ➡️ Lead a Proof of Concept, coordinating different parties involved in the project design (product experts, partner, client). ➡️ Assist the System Integrator in validating user stories and project follow-up.

Implemented Salesforce CRM for 150 employees and 330,000 members to streamline membership management and customer service. Roles & Responsibilities: ✅ Facilitated business workshops to define requirements and priorities for Salesforce implementation. ✅ Configured and customized Sales Cloud & Service Cloud. ✅ Defined the backlog and managed development with IT teams. ✅ Led testing, validation, and stakeholder alignment. ✅ Trained end-users and supported change management efforts. Results & Impact: 🔹 Optimized internal processes, reducing customer request processing time by 40%. 🔹 Enhanced customer interaction tracking and membership management. 🔹 Fast adoption of Salesforce through an effective training program. CRM, Salesforce, Digital Project Management, Business Analysis, Customer Service, Training, Change Management

Skills: Customer Relationship Management (CRM) · International Project Management · Product owner · Project Management · business analyst

Implementation of Selligent CRM to optimize industrial customer management and enhance natural gas distribution processes across France. Roles & Responsibilities: ✅ Gathering requirements from commercial and technical teams. ✅ Leading business workshops to define customer journeys and optimize processes. ✅ Writing functional specifications and managing offshore development teams (5 developers in Morocco). ✅ Coordinating tests and supporting users with training & documentation. ✅ Leading governance meetings (Steering Committees) with business and IT stakeholders. Results & Impact: 🔹 Improved industrial client management with a 360° customer view. 🔹 Reduced processing time for customer requests, improving satisfaction. 🔹 Successful deployment with rapid adoption by commercial teams. CRM, Selligent, IT Project Management, Offshore Coordination, Business Analysis, Change Management, Training

International roll-out of Siebel CRM 7.8 across 15 countries (Europe, Latin America, Asia) to enhance after-sales dealership management and improve customer relationships. Roles & Responsibilities: ✅ Project management and coordination of IT & business teams (6 internal members + external system integrators). ✅ Gathering business requirements from subsidiaries and leading functional design workshops. ✅ Writing functional specifications and overseeing developments. ✅ Defining and managing the budget and project timeline. ✅ Supporting deployment in 15 countries: audits, go-live preparation, end-user training. Results & Impact: 🔹 Implemented a centralized CRM system to improve after-sales customer management. 🔹 Increased productivity by automating commercial and customer service processes. 🔹 Reduced customer request processing time by 30%. CRM, Siebel, IT Project Management, International Deployment, Business Analysis, Change Management, Training