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Doug Mark

Senior Service Cloud Architect @ Salesforce

Practice Director at Salesforce

Greater Chicago Area

Ranked #1,093 out of 21,860 for Senior Service Cloud Architect in United States

Section title

Doug Mark's Email Addresses & Phone Numbers

Doug Mark's Work Experience

Salesforce

Senior Service Cloud Architect

December 2013 to October 2015

Greater Chicago Area

Salesforce

Practice Director

Greater Chicago Area

Oracle

Engagement Manager, Partner Expansion

August 2012 to November 2013

Doug Mark's Education

University of Illinois at Chicago

Bachelor of Science, Finance

1994 to 1999

Doug Mark's Professional Skills Radar Chart

Based on our findings, Doug Mark is ...

Humanist
Calm under pressure
Straightforward

What's on Doug Mark's mind?

Based on our findings, Doug Mark is ...

50% Left Brained
50% Right Brained

Doug Mark's Estimated Salary Range

About Doug Mark's Current Company

Salesforce

Frequently Asked Questions about Doug Mark

What company does Doug Mark work for?

Doug Mark works for Salesforce


What is Doug Mark's role at Salesforce?

Doug Mark is Senior Service Cloud Architect


What is Doug Mark's personal email address?

Doug Mark's personal email address is d****[email protected]


What is Doug Mark's business email address?

Doug Mark's business email addresses are not available


What is Doug Mark's Phone Number?

Doug Mark's phone (**) *** *** 144


What industry does Doug Mark work in?

Doug Mark works in the Computer Software industry.


About Doug Mark

📖 Summary

Senior Service Cloud Architect @ Salesforce From December 2013 to October 2015 (1 year 11 months) Greater Chicago AreaPractice Director @ Salesforce Service Cloud Practice Director Greater Chicago AreaEngagement Manager, Partner Expansion @ Oracle • Provide leadership, coaching and mentoring to Oracle Partners as they become enabled on the Oracle RightNow CX Application• Collaborate with Partners and coach them through their designs to ensure they are crafting the right solution for our clients to ensure their objectives are met• Build and maintain an on-boarding framework for new partners to provide delivery guidance (product training, delivery methodology) to ensure their success• Created a 4 week shadowing program from scratch that allows partner resources to participate in our implementations to prepare them for the certification exam. To date this program has contributed to certification of 18 partner functional consultants. • Develop and maintain a communication cadence with partners to expose pertinent product information as well as any delivery best practices From August 2012 to November 2013 (1 year 4 months) Partner and Enterprise Client Engagement Manager @ Oracle • Provide leadership, coaching and guidance throughout the sales and delivery lifecycle on all Strategic and Partner engagements.• Provide support to the project team to ensure on-time, on-budget project delivery.• Work with presale team to effectively position, scope, document and set expectations for requirements for all new work.• Work exclusively with our largest Clients and Partners on all strategic/high-value accounts.• Consistently manage teams to deliver projects on time and on or under budget with little or no concession. From March 2012 to August 2012 (6 months) Partner and Enterprise Client Engagement Manager @ RightNow Technologies • Provide leadership, coaching and guidance throughout the sales and delivery lifecycle on all Strategic and Partner engagements.• Provide support to the project team to ensure on-time, on-budget project delivery.• Work with presale team to effectively position, scope, document and set expectations for requirements for all new work.• Work exclusively with our largest Clients and Partners on all strategic/high-value accounts.• Consistently manage teams to deliver projects on time and on or under budget with little or no concession. From August 2009 to March 2012 (2 years 8 months) Greater Chicago AreaSr. Project Manager @ RightNow Technologies • Project Manager on up to 20 projects spanning 10 clients at any one time. Clients include the largest strategic companies.• Key contributor with expertise in customer experience as well as serving as a technical advisor for our customers, partners and coworkers in the region.• Ultimate owner for managing project daily activities and customer/partner expectations for teams ranging in size from 5 to 20 resources. From January 2007 to August 2009 (2 years 8 months) Greater Chicago AreaSenior Manager @ Motorola • Hired, Developed and managed a team of 10 Project Managers and Business Analysts. Duties included performance planning and reviews.• Assigned projects to team based on best fit across all of Motorola’s business systems (CRM, ERP/Order Management, Service and Contract Management)• Project Manager and delivery owner for application outsourcing of IVR with 5 custom voice applications.• Delivered a disaster recovery strategy utilizing SunGard to ensure business continuity• Implemented Genesys Enterprise Routing to provide differentiated service to different customer segments. From June 2004 to January 2007 (2 years 8 months) Sr. Project Manager @ Motorola • Workforce Coordinator for contact center – responsibilities included managing the contact center staff and budget (100+) using Genesys WorkForce Manager.• Detailed requirement gathering for technical projects related to CRM, ERP, and Contract Management for Motorola One-Call Center.• Project Manager on Motorola CRM Implementation merging 2 existing instances into one common, global application (~1500 users).• Project Manager on various customer facing functionality enhancements as well as new functionality to Motorola OnLine ecommerce website.• Implemented a new customer contact management process.• Designed CRM classification to simplify and enhance tracking and reporting. From June 2000 to June 2004 (4 years 1 month) Lead Customer Business Analyst @ Motorola • Assisted in supervision of 40 Customer Business Analysts. Responsibilities included quality monitoring, providing feedback and audits of agent cases.• Designed and built web site for weekly updates linking it to knowledgebase.• CRM and KB Administrator: Communicated current changes in procedures and policies implemented by the IT department and implemented process for review. • First point of customer contact - Communicate daily with customers, vendors, employees, dealers and sales representatives to resolve inquiries. From April 1999 to June 2000 (1 year 3 months) Schaumburg, IL


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In a nutshell

Doug Mark's Personality Type

Extraversion (E), Intuition (N), Feeling (F), Judging (J)

Average Tenure

2 year(s), 1 month(s)

Doug Mark's Willingness to Change Jobs

Unlikely

Likely

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