Mimi Roosli has over 25 years of experience in CRM, project management, and customer success roles. She has extensive experience customizing and implementing CRM systems like Salesforce, SugarCRM, and Oracle. Her background includes roles managing customer support operations and professional services teams. She has strong skills in project management, requirements analysis, and training delivery.

1. Mimi Roosli
Mimi.roosli@gmail.com
Executive Summary
Skilled technical professional with global CRM Experience ranging from Pre-Sales through Client Success. Worked as both
a player and a coach within Sales and Professional Services Organizations for high technology companies. Known for
ability to build strong relationships, communicate complex technical topics to a wide variety of audiences while exceeding
customer expectations
Key Business Skills:Project Management,Agile Methodology,Business Process Modeling, SOWs, Requirements Analysis and Definition,
Analytics, User Acceptance Testing (UAT), Use Case Development, Webinar/Demos Development and Delivery, Pilot/Trial Management, Pre-
Sales, Client Success,Account Support,Sales Engineering, Sales Methodology/Process,Sales Forecasting, Sales Enablement and Onboarding,
Workshop development and delivery, Training content and materials creation and delivery
Key Technical Skills/Tools:Salesforce.com (Certified Administrator), Desk.com, SugarCRM, SQL, TalkDesk, Five9,Oracle, MySQL,
RDBMS, APIs, ETL, HTML, CSS, JavaScript, AJAX, PHP, XML, JIRA, UNIX, Windows, Visio, Lucid, Microsoft Project
Professional Experience
Simpatico Solutions – Walnut Creek, CA 2009 - present
Business Analyst/ Project Manager
Provide a broad range of consulting services for businesses and individuals related to technology.
getTalent – San Jose, CA 08/2015 – 12/2015
getTalent provides a pre ATStalent pool solution assistingcompanies to nutureandmarket to passive candidates .
Customer Success Manager
 Supported Customers from Sales through implantation and ongoing support
 Built programs for onboarding and user adoption
Gensler – San Francisco, CA 11/2014 – 01/2015
Gensler is a leadingarchitecture, design andplanningfirm,with 4500+ staff in 46locations aroundthe world.
CRM Specialist
 Assisted in developing Customer Data Management Strategy moving from current system(Deltek) to a new CRM system
 Worked with marketing to understand their needs and implement their requirements Developed and delivered CRM training to local and
remote Support Managers and Agents to enhance and improve customer self-service options and messaging.
Fitbit – San Francisco, CA 2013
Fitbit provides cutting-edge trackingdevices with motivatingonline andmobile experiences to help people reach their health & fitness goals.
CRM Manager
 Collaborated with all Customer Support to define new and optimize existing CRM processes via multiple channels (phone, email and social
media) and documented all Customer Support processes utilizing Visio
 Researched and implemented new call center software (TalkDesk) allowing us to provide direct telephone support to our customers
 Implemented a new email delivery system(SendGrid) providing us with more accurate and detailed delivery information and improving
email delivery rates
 Developed and delivered CRM training to local and remote Support Managers and Agents to enhance and improve customer self-service
options and messaging.
 Customized and Configured CRM solution for CorporateWellness Program using Desk.com (from Salesforce) to meet end user and
executive level requirements
 Created framework for evaluating new overall CRM strategy for Customer Support to providea streamlined/efficient process for evaluating
all CRM vendors
 Partnered with application vendors to resolve service interruptions, fix bugs and add new functionality/features to improveAgent experience
with all CRM tools
Sungevity – Oakland, CA 2010 - 2011
Sungevity designs, installs, and maintains pay-as-you-go residential and commercial roof top solar (PV) systems utilizing proprietary and commercial software
to optimizethe end to end business processes.
CRM Product Manager
 Collaborated with all departments in defining and optimizing CRM processes for entire Company improving time from first contact to
installation and maintenance
 Customized, Configured and Conducted evaluation of overall CRM solution evaluating Salesforce, (SugarCRM) and Oracle for replacement
of legacy system
 Worked with Development using Agile/scrum methodology to implement product enhancements in SugarCRM and integration with Oracle
Financials
BrainSell Technologies, LLC – Boston, MA 2009
BrainSell provides comprehensive CRM and ERP solutions helping transform mid-sized businesses into market leaders.

2. CRM Practice Manager(Western Region) – Contract Position
 Provided presales support duringthe selection process of CRM systems and defined selection process and criteria for CRM platforms.
 Worked through the implementation process as an Engagement Director, Project Manager and Business Analyst
SugarCRM – Cupertino, CA 2007 – 2008
Sugar, themarket leading commercial open source CRM application, delivers a suiteof applications for marketing, sales and support.
Principal Sales Consultant, Enterprise Team
 Partnered with Account Managers and Sales Management to remove all technical barriers during process to close sales opportunities
 Developed and delivered demonstrations and “proof of concepts”utilizing the SugarCRM toolset and javascript, HTML, XML and SQL
 Acted as liaison between Sales and Product Marketing/QA/Development to providefeedback on product direction and quality
 Revamped the Proof of Concept/Pilot processes and conducted ongoing hands-on competitiveanalysis of Salesforce
Tradebeam – Foster City, CA 2006 – 2007
TradeBeam is a Global Trade Management softwareand services company providing solutions that streamline global trading processes for enterp rises and their
partners through an on demand model.
Presales Technical Manager
 Managed all technical aspects of theSales Process working with Account Managers and Solution Engineers to sell and implement Tradebeam’s Global
Trade Management Solution.
 Worked with Solution Managers to create modular demonstration scripts and presentations to highlight thevarious capabilities of TradeBeam (Utilized
Microstrategy, Oracle, XMLand TradeBeam specific tools for product configuration
 Developed initial RFP tool set for reusable (frequently asked) technical questions to ensure accurate and consistent RFP responses
 Configured and customized Salesforceimplementation for Sales and Professional services
ModelN – South San Francisco, CA 2006
ModelN provides a suiteof integrated applications focused on theHealthcare vertical that enable multi-departmental visibility and control over theentire
revenue management life cycle.
Director, Professional Services
 Managed all aspects of Gilead Sciences Medicaid implementation (analysis, design, development, integration/test, acceptance and rollout/maintenance)
using agile/scrum methodology. Delivered project on budget and ahead of schedule.
 Lead the Medicaid Methodology internal project defining best practices for each phaseof implementation. Defined project deliverable for each stage and
provided templates and documents for each stage allowing for clearer and consistent communication with clients.
ITM Software – Mountain View, CA 2003 – 2004
ITM provides a Business Suite to manage six critical areas of IT including people, processes, vendors, assets, financials, projects and regulatory
compliance.
Senior Pre and Post Sales Engineer
 Partnered with Sales team to educate the customer on ITM’s EnterpriseSuite of Applications for the CIO
 Assisted with setting up and supportingSAAS (vs. only on premise) as a deployment method for evaluation, pilot, development, training and production
systems. Included training and supportingour Japanese partners.
 Worked as Business Analyst and Project Manager for ITM Implementations
 Administered, configured and customized Salesforce implementation for companywideimplementation
Vitria Technology, Inc – Sunnyale, CA 2001-2002
Vitria offers an operational intelligence (OI) platformthat empowers customers to develop operational intelligence solutions.
Sales Consulting Manager, Western Division
 Managed a team comprised of 13 Sales Consultants responsiblefor technical Sales in the Western third of the United States and Canada
 Developed and Managed the Customer Advocate (Customer Success Manager) roll for strategic account post-sales support
Peoplesoft/Vantive – Pleasanton, CA 1992 - 2001
Global Director, Strategic (pre and post) Sales Consulting (Santa Clara,CA) (1998-2001)
 Defined and Created the Strategic Sales Consulting organization providing strategic expertise on domestic and Int’l Sales Opportunities.
 Managed thedevelopment and entire roll out of Peoplesoft CRM for Communications product utilizing an Agile based methodology
 Provided strategic technical assistance on targeted vertical sales opportunities focusing on Communications, Insurance, Finance, Healthcare and
Energy
 Authored white papers for each strategic vertical and developed and delivered product training at Seminars and Trade Shows.
 Created and managed “health check” process for current strategic customers.
EMEA Director, (pre and post) Sales Consulting (Paris and London) (1994-1998)
 Built and managed thedirect Sales Consulting (Presales), Consulting and Post Sales organizations in Europe
 Identified and trained distributors in Israel, Spain, Italy, Sweden and South Africa
 Worked with ITILpartners to ensure ITILcompliance of Helpdesk product
Sales Consulting/Engagement Manager (Mountain View) (1992-1994)
 Provided presales and post-sales technical support for Sales Opportunities World Wide
 Defined and Developed theVantive Help Desk product
NeXT Computer – Redwood City, CA 1990 - 1992
3rd Level Support Engineer
Oracle Corporation – Redwood Shores, CA 1988 - 1990
Sales Consulting Manager

3. Education
Bachelor of Science degree in Electrical Engineering, Duke University, Durham, NC 1985
Philosophy - Enlightenment, Stanford University Extension, Palo Alto, CA 2016
Philosophy - Utilitarianism, Stanford University Extension, Palo Alto, CA 2016
Creative Writing, Stanford University Extension, Palo Alto, CA 2016
Crucial Conversations, Redwood City, CA 2016
Stress Management and Communications, Redwood City, CA 2016
Interests
Volunteering, hiking, mixed media art, photography,travel, local history and general research
References
Available Upon Request