Thomas Abécassis

– Appointed to lead complex Salesforce ecosystem enhancements and multi-team AI-driven initiatives, improving customer support efficiency and data unification. – Accountable for coordinating 5+ cross-functional teams, optimizing backlog governance, and delivering automation initiatives that saved $500K annually while enhancing global customer experience for over 100K users.

– Entrusted to strengthen business continuity and integration alignment during major M&A transitions. – Oversaw cross-departmental coordination for system migrations, legacy decommissioning, and operational process improvements across multiple Salesforce environments, ensuring stability and satisfaction among stakeholders and end users.

– Advanced through the Datorama IT team to optimize internal Salesforce processes across Sales, Finance, and Operations for 150+ users. – Played a key role in transforming the enterprise application ecosystem in Israel by aligning functional and technical systems, improving data integrity, and driving team enablement through targeted training and automation. – System Optimization: Streamlined role-based permissions and approval workflows, increasing operational accuracy and system performance across departments. – Training & Support: Delivered end-to-end user training and support, elevating Salesforce adoption rates and data reliability across finance and operations teams. – Data Visualization: Created actionable dashboards and Lightning reports, enabling executives to monitor campaign and purchase order performance in real time. – Technical Integration: Managed integrations across Salesforce, Netsuite, Nexonia, and iConduct; applied HTML, CSS, Java, and SQL knowledge to strengthen system functionality.

– Consultant functional Salesforce Sales & Service Cloud – More than 10 CRM projects undertaken from scratch – ADM201 Certification – Project manager – Pre-sales consultant – Drafting clients needs & Specifications – Customization, testing & go live – Training & manual training – Implementation projects «Sales Cloud» & «Service Cloud»: # Drafting specifications & Business process # Data transfer & Data Cleaning # Customization (B2B & B2C market) # Knowledgebase management # Subscription management # OWD management # Approval process & Process builder # Reporting & Dashboard # WEB2CASE, WEB2LEAD, MAIL2CASE # API and Talend project manager # Salesforce for Outlook # Training – Pre-sales & POC Design « Sales Cloud» & « Service Cloud »: # Client presentation # Custom business (Account, Opportunity, Case, Product, Price book, Console, Web to Lead, Report & Dashboard) # Definition project area # Quotation & Planning – Third Party Application Maintenance : # Team management (3 persons) # JIRA Administration – Technical environment: Salesforce, SAP, Talend, Training Orchestra, Zoho CRM, Service Max, Navision, Jira

– Project: Salesforce Sales Cloud & Service Cloud Implementation (120 Users) – Context: As part of a 4-person team, I contributed to the end-to-end implementation of Salesforce to manage the entire customer lifecycle — from acquisition and bid management to after-sales service. – Sales Cloud (80 Users) Objective: Digitize and centralize the entire sales process, from lead generation to contract signing. Key Contributions: - Participated in the pre-sales phase and business requirements gathering. - Authored the functional specifications and designed business process flows. - Led data migration activities from existing systems (Navision). - Configured Salesforce standard and custom objects, sharing rules, hierarchy, and role-based access. - Designed and implemented workflows and approval processes. - Set up Web-to-Lead integration for automatic lead generation. - Managed the UAT (User Acceptance Testing) phase and supported the Go-Live. - Supervised a team of 2 Salesforce developers. – Service Cloud (40 Users) Objective: Structure and automate customer service and after-sales processes. Key Contributions: - Participated in the pre-sales phase and requirements gathering. - Authored the functional specifications and defined case management workflows. - Configured key Service Cloud features: case management, queues, escalation rules, and SLAs. - Coordinated with technical teams and supported end-user onboarding and adoption. – Environment: Salesforce Sales Cloud, Service Cloud, Microsoft Navision

– Problématique: (10 utilisateurs) Implémentation Salesforce pour gérer la partie recrutement des directeurs d'agences, gestion de projet d'ouverture d'agence et gestion opérationnel des franchises (gestion des visites, objectifs...) – Contexte: Suivi et gestion du projet de A à Z, de l'avant-vente jusqu'à la formation des utilisateurs. Après la présentation d'un POC, j'ai réalisé les recueils de besoins, définis les processus métiers et animé les différents comités de pilotage. J'ai réalisé la reprise de données le paramétrage de l'outil et managers deux développeurs APEX notamment pour la mise en place de Webservice. La mission était gérée en méthode Agile, un recettage était réalisé après chaque paramétrage/développement. Enfin, dès que la solution a été validée par le DG et les key-users, j'ai réalisé les supports et la formation (3 jours). – Implémentation de la solution « Sales Cloud»: - Avant-vente - Recueil de besoin - Elaboration du cahier des charges et processus - Animation et coordination du comité de pilotage - Reprise de données - Paramétrage de la solution, Workfow - Mise en place de WEB To LEAD vers Salesforce CRM - Paramétrage des requêtes, WEB to CASE & MAIL to CASE vers Salesforce CRM - Pilotage recette - Test - GO-Live - Conduite du changement - Supports et formation - Gestion d'une équipe de 2 développeurs - TMA – Environnement technique : Salesforce, SOPHOS

– Problématique: (20 utilisateurs) Déploiement de Salesforce sur 15 agences en vue d'optimiser la gestion leurs comptes, contacts et opportunités. – Contexte: Arrivé sur la mission un peu avant le Go-Live, j'ai tout de suite pris part au paramétrage de la solution (création d'objet, champs, workflow...) et fut en charge du pilotage de la recette. A l'heure actuelle je participe toujours au comité de suivi et à la TMA. – Déploiement de « Sales Cloud »: - Paramétrage de la solution - Pilotage recette - GO-Live - Conduite du changement - Support et formation - TMA – Environnement technique : Salesforce

– Actualisation, gestion de contenu du site web, communication sur réseaux sociaux. – Gestion du portefeuille clients, développement de l'intimité client, visites.

– Gestion opérationnelle du magasin, Gestion logistique (commandes, livraisons). – Gestion de la relation client, animation du point de vente. – Développement site internet (site marchand), hébergement, campagne adwords.

– Stratégie commerciale : mise en place de partenariats avec des associations sportives. – Animation de vente, mise en place de planning, gestion des stocks.