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Christopher Rakowski

CRM Strategy / Experience Design / Technology

EXPERIENCE

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CRM & CEM Strategy / Salesforce.com Implementation / Digital Transformation

2015 / Jan - Present

Appirio

Managing Consultant - CRM & CEM Strategy

Core member of the western region Appirio Strategy team. Our CRM and CEM offerings provide end-to-end services that span strategy, business process, people, organizational change and technology.

Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era.

Appirio has worked with more than 750 enterprises, including organizations like Facebook, Intuit, Japan Post Network, L’Oreal, McGraw-Hill, NetApp, The Four Seasons, and Virgin America.

The company is backed by Sequoia Capital, GGV Capital and General Atlantic.

2014 / Apr - 2014 / Nov

supporter360

Principal Consultant

Drove change in the NFP sector via a supporter and fundraising management solution built on the Salesforce1 platform.

Cross-functional role working closely with business, software development, operations, and the delivery teams to design, develop & deliver supporter360. Key contributor to the development of professional services practice standards, product & organisation scalability, and organisation policies and procedures.

2013 / July - 2013 / Dec

The Customer Experience Company

Manager Consultant

Joined CEC via acquisition of Davanti Consulting Australia.

The Customer Experience Company (CEC) is a design and innovation company specialising in everything customer. The company was founded in 2003 in Australia and has since grown to over 40 people with unparalleled, rich and diverse skills ranging from design, management consulting and analytics. We work with large organisations to help them grow and transform their businesses and customer relationships.

2011 / July - 2013 / July

Davanti Consulting

Manager Consultant

Davanti was a salesforce.com Platinum Consulting Partner & 2011 Partner of the Year – Australasia & Customer Satisfaction Award Winner.

Second hire in the Davanti Australia practice. Davanti Australia was purchased by The Customer Experience Company in July 2013.

Primary Responsibilities

  • CRM strategy
  • Project oversight (project scope, schedule and deliverables)
  • Relationship cultivation/nurturing
  • Sales pursuit and proposal development
  • Change enablement
  • Mentor Jr. consultants
  • Workshop facilitation
  • User acceptance testing
  • End-user training
  • Review/author project deliverables

2009 / Sept - 2011 / July

Myriad Minds

Senior Consultant

Select Accomplishments

  • Led 5 successful salesforce implementations
  • Co-developed and implemented the Myriad Minds solution delivery framework (agile based, utilizing JIRA studio)
  • Implemented documentation repository, centralising project documentation
  • Launched company blog

 

Primary Responsibilities

Oversaw all aspects of project life cycle, from initial kickoff through requirements analysis, design, configuration/dev, testing, implementation, training, and change management / adoption coaching.

2008 / Jan - 2009 / July

Tribune Company

CRM & Business Solutions Specialist

Select Accomplishments

  • Led 5 successful salesforce implementations
  • Co-developed and implemented the Myriad Minds solution delivery framework (agile based, utilizing JIRA studio)
  • Implemented documentation repository, centralising project documentation
  • Launched company blog

 

Primary Responsibilities

Oversaw all aspects of project life cycle, from initial kickoff through requirements analysis, design, configuration/dev, testing, implementation, training, and change management / adoption coaching.

2005 / Feb - 2006 / Sept

Northwestern Mutual

IT Systems & Project Specialist

  1. Sales Reporting SME for new product introductions and system changes for the highly complex sales reporting & recognition systems
  2. Instrumental in the delivery of a real-time credit calculation engine for the company’s insurance and investment products, including life insurance, disability insurance, annuities and mutual funds.
  3. Identified & implemented multiple business process improvement initiatives, including an electronic distribution of the Monthly Management Reports that resulted in an annual reoccurring cost savings of over $75,000
  4. Collaborated with the development team to identify and formally document system requirements, create system test plans and test cases, coordinate and execute test cycles, and assist in the resolution of post implementation issues and enhancements.
  5. Provided key input for business planning to identify and prioritize strategic operational needs (operating strategy, systems architecture and solution planning)
  6. Researched sales reporting issues to facilitate timely resolution
  7. Ran ad-hoc and scheduled SAS reports to meet the reporting needs of the business
  8. Reviewed and approved system test scenarios, test cases and lead UAT