Salesforce Sales Cloud Experts in Germany

• Translated complex operational requirements into scalable Salesforce configurations, automation flows and governance policies, ensuring clean and maintainable implementations
• Designed and optimised Flows to eliminate manual steps in key business processes, improving both performance and process compliance
• Managed user roles, permission sets and security settings for a multi-team Salesforce org; ensured data quality and system stability through structured governance practices
• Supported Marketing Cloud integrations and campaign automation workflows, collaborating with business teams on data-driven audience segmentation
• Coordinated release management and deployment activities with development teams, contributing to structured change control processes

• Acting as the architect for the entire Service Cloud
• Translating functional requirements into user stories
• Technical design of service processes (After Sales, Complaint, Return Order, Email-to-Case, Case Routing, Sharing)
• Designed and implemented data models for service processes
• Bidirectional integration with SAP S/4HANA for service processes
• Conducted solution design reviews across the team (Service & Sales)
• Led consultants in sprints, supporting junior consultants
• Deployed with Git and SFDX (CI/CD), trained juniors (naming conventions, quality gate, flows)
• Supported and advised administrators (security, releases, bugs)
• Key-user training for rollout countries (Switzerland, Sweden)
• Developed LWC, flows (screen, record-triggered, platform event), APEX callouts, batch jobs
• Proof of concepts (knowledge base, entitlement, omnichannel)
• Test setup, execution, and bug analysis of implementations

• Strategic rebuild and initial integration of the B2B CRM as the basis for a scalable and sustainably automated lead management process
• Building and optimizing CRM processes and CRM campaign management לאורך the entire customer lifecycle
• Developing, planning, and implementing lead generation strategies for trade fairs, roadshows, partner sites, and other relevant B2B touchpoints
• Designing and modeling differentiated customer journeys and workflows for different target groups, touchpoints, and phases of the customer lifecycle
• Designing first-touch and branding flows to systematically move new contacts into automated CRM journeys
• Building lead nurturing processes for automated qualification, activation, and further development of leads until they are ready for sales
• Designing and implementing marketing automations to reduce manual processes and scale the delivery of relevant content
• Developing and optimizing automated lifecycle campaigns based on user behavior, interactions, interests, and lead status
• Campaign management for email marketing and B2B communication, including editorial newsletters, trigger and automation emails, as well as ad hoc campaigns
• Responsibility for newsletter sign-ups as well as optimization of the underlying processes and consent journeys
• Consent management and optimization of opt-in processes as the basis for compliant and scalable CRM communication
• Planning and implementation of ad hoc campaigns including A/B testing as well as continuous optimization of content, sending logic, and conversion
• Analysis and evaluation of CRM performance and derivation of specific measures to increase engagement, lead quality, and conversion
• CRM strategy consulting and workflow modeling with a focus on automation, scalability, and a consistent customer experience
• Technical setup and structuring of data instances as well as coordination and support of data migrations
• Optimization of data and system processes as the basis for automated and target-group-specific CRM communication
• Internal and external stakeholder management as well as coordination of interfaces and external agencies
• Technical project management from strategic concept development through implementation to analysis and continuous optimization

• Built risk matrix engine using Apex & LWC; integrated Onfido for document verification.

(Technology)

• Design and implementation of an SAP BTP CAP microservice to consolidate cross-system transactional checks between SAP Sales Cloud (C4C) and On-Premise SAP CRM (05/2024– 06/2025)
• Bi-directional Cloud-to-On-Premise integration enabling real-time validation of Contact lifecycle and open document dependencies prior to record updates (05/2024– 06/2025)

Responsibilities / Deliverables

• development of custom CAP (Cloud Application Programming) services on SAP BTP
• API design, data mapping, and end-to-end integration across C4C (Cloud Runway) and legacy CRM (Traditional Runway)

• Expansion of the competence portfolio to include AI-driven marketing & chatbot integration
• Design and development of several intelligent chatbots (Steno, UChat, ManyChat, GHL) for MeditationSoul.org and Physio Point for automated promotion of workshops, retreats, and online courses
• Experience with social media automation tools and AI content tools (e.g., ChatGPT, Gamma, HeyGen)
• Creation of automations with n8n for marketing and CRM processes (lead nurturing, event promotion, funnel flows)
• Combining creative brand communication and AI-supported automation to increase efficiency and personalization in digital marketing campaigns

• Created product roadmaps from conception to launch
• Led the successful delivery of a cross-functional program valued at €3.5 million per year
• Managed and prioritized the product backlog
• Specified requirements from different stakeholders and led design discussions
• Led the exploration, refinement, design, development, and operation of the product using agile methods and drove the overall vision and direction
• Worked closely with delivery teams and cross-functional partners (Business units, Software Engineering, UX, Domain Management)
• Developed and executed risk assessment, prevention, and mitigation plans; identified, tracked, and resolved issues
• Established program governance to manage requirements in line with scope, time, schedule, cost, and business objectives
• Acted as single point of contact for internal organization, customer, and partner to foster collaboration and decision-making

Achievements:

• Increased online reach of knowledge and efficiency in CIC
• Rolled out Salesforce Central Knowledge Mgmt. in 30 BMW markets for Selfcare and Assisted Care
• Improved performance and individuality of knowledge through GenAI integration in self-care and assisted care
• Reduced call costs, shortened call durations, and decreased follow-ups, lowering operational costs
• Rolled out GenAI solution in 20 BMW markets for Selfcare and Assisted Care

Technology/Tooling: Salesforce Service Cloud, Experience Cloud, Knowledge Base, Einstein GPT, Mulesoft, Adobe Analytics, BMW GenAI Platform, Jira, Confluence, GitHub, Jenkins, AWS, CI/CD

• Conducted as-is analysis and assessed the status quo

• Identified required actions and consolidated them into work packages

• Analyzed content management systems

• Reviewed AI tools

• Evaluated and planned data migration

• Prepared a project plan for implementation in four phases

• Identified and communicated project risks

• Tracked status and handled communication

• Developed a solid plan for implementing the website relaunch

• Refined, prioritized, and phased the project scope

• Assessed integration of additional enterprise systems (especially CRM)

• Evaluated potential uses of AI solutions

• Development of strategies, processes and system requirements to further develop the lead and campaign streams of a Salesforce system for the subsystems Sales Cloud, Marketing Cloud and Analytics Cloud
• Gathering and creation of marketing strategy concepts for direct sales, focusing on lead generation for new and existing customers
• Analysis and optimization of existing and new contact points
• Derivation of system requirements and user tests for new developments
• Establishment of a requirements and implementation process for business needs at the interface between CRM strategy and marketing system operations
• Facilitation of ideation workshops with the project's stakeholders
• Mediation between business and technical project stakeholders
• Analysis and post-documentation of existing marketing strategies and the system functions already created for them
• Analysis of target groups and pre-system data quality as a foundation for new CRM strategies
• Consultation on content and asset strategy for marketing campaigns
• Definition of KPIs and other performance criteria for the system and CRM strategy

• Enterprise and IT strategy
• Digital transformation
• Process and portfolio management
• Interim IT management

• The client is undergoing a comprehensive transformation. All SAP ECC landscapes worldwide are being migrated to SAP S/4HANA, with the goal of introducing a global standard template.

• The program also includes the migration and modernization initiative "RISE with SAP", which may involve migrating selected country installations to the SAP Private Cloud.

• On the stakeholder side, the program's reporting line extends up to the company's board and the implementation partner's board.

• Fiserv Germany's ERP landscape currently includes several non-standard SAP tools and applications that extend the ECC environment's functionality and often integrate with downstream systems. As part of the move to SAP S/4HANA, it is essential to assess the core functionality, integration points, and future viability of these applications to determine their alignment with the target architecture.

• The focus of the role is to provide expert advice and assessment to define the scope, strategy, and roadmap for migrating Fiserv Germany's SAP ECC system to SAP S/4HANA.

• SAP's recommended best practices are followed, and a structured approach is used to ensure a smooth transition with minimal disruption while maximizing business value.

• This assessment forms the basis for a successful SAP S/4HANA transformation, ensuring alignment with industry best practices, regulatory compliance, and future scalability.

• Migration strategy definition – evaluating available transition approaches based on business objectives, technical feasibility, and SAP best practices.

• Technical readiness assessment – conducting a system analysis to assess compatibility, custom code impact, data volume management, integration points, and infrastructure readiness for SAP S/4HANA.

• Business process impact analysis – reviewing the latest business process documentation to define the scope and effort needed to implement required functions in SAP S/4HANA and identify process optimization opportunities.

• Roadmap for non-SAP systems and applications – evaluating third-party and legacy applications for SAP S/4HANA integration and recommending consolidation, migration, or replacement strategies.

• Deployment & implementation planning – defining a phased rollout approach, including project timelines, risk mitigation strategies, and key milestones aligned with business priorities.

• The transformation is carried out in phases: the discovery phase leads to the explore phase, which then leads to the design phase and finally to the implementation phase.

• Program management

• Change management

• Requirements management

• Transition management

• Stakeholder management

• Risk management

• Comprehensive coordination

• With the CPQ process change from "ETO" to "CTO", the previous tools "Selling" and "Camos CPQ" are replaced by "MS Dynamics 365" and "Configure One CPQ".
• Assessment of the current vs. target state and recommendations for action.
• Assessing the project from an external perspective (both technically and in terms of content).
• Evaluating the Configure One system in the context of LMT.
• Jointly develop a concept for further CPQ implementation and create an MVP.
• Change and stakeholder management.
• Product Owner for setting up follow-up projects.
• Handover to business units.
• Final consulting on open issues (e.g. future controlling).

• Data entry according to specifications
• Master data maintenance in SAP SD environment
• Maintenance of prices in the SAP system
• Continuous data matching and error analysis
• Creating surveys/questionnaires with MS Forms
• Analysis and evaluation of results and data
• Creating simple workflows to automate processes
• Documentation

• Configure and customize Salesforce Marketing Cloud, Braze, and Data Cloud to meet client-specific requirements, ensuring seamless deployment and scalability
• Develop and maintain custom APIs, automation workflows, SQL queries, Liquid Script, AMP script, and SSJS scripts for data processing, personalization, and dynamic content
• Design and implement multi-channel campaigns and customer journeys across email, SMS, push notifications, and in-app messaging
• Build and maintain integrations with CRM systems, analytics platforms, data warehouses, and third-party tools using REST/SOAP APIs and connectors
• Develop data models, ETL processes, and pipelines to synchronize data across systems, enabling a unified customer view and real-time engagement
• Optimize platform performance by implementing error handling, logging, and monitoring mechanisms
• Provide development support for campaign setup, deployment, and monitoring
• Optimize customer journeys and automation workflows using Journey Builder, Audience Builder, and Automation Studio
• Conduct A/B testing, performance analysis, and reporting to enhance campaign effectiveness and ensure maximum ROI
• Design and maintain data extensions, segmentation strategies, and audience targeting rules for effective customer communication
• Leverage Data Cloud capabilities to unify customer profiles, enable predictive analytics, and personalize customer interactions
• Act as a technical SME, providing support for complex issues related to platform configuration, integrations, and campaign execution
• Troubleshoot API integrations, scripting errors, automation failures, and data synchronization issues
• Collaborate with vendors and internal teams to resolve critical issues and deploy fixes
• Establish development standards, reusable templates, and best practices to ensure consistency and scalability
• Document technical designs, workflows, configurations, and troubleshooting guides
• Conduct training sessions and knowledge transfers to empower internal teams and clients
• Develop custom dashboards and performance reports to track campaign metrics and data trends
• Stay updated with Salesforce Marketing Cloud, Braze, and Data Cloud releases and industry trends
• Evaluate and implement new tools and AI-powered solutions for predictive analytics, segmentation, and personalization