Naman Bawa
Brampton,Canada
Summary
Dynamic and results-oriented technology leader with over 19 years of experience, including 13+ years specializing in Salesforce platform. Passionate about driving customer success, optimizing business processes, and leveraging data analytics to fuel strategic growth. Adept at leading high-performing teams and fostering cross-functional collaboration to create impactful business outcomes. A natural problem solver who thrives in fast-paced environments and is committed to continuous learning and innovation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Success
Salesforce.com
08.2023 - Current
- Company Overview: Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
- Lead and mentor a team of Customer Success Managers, fostering professional growth and skill development
- Designed and implemented a structured onboarding program for new hires, improving knowledge transfer and team integration
- Maintained a 98% stakeholder satisfaction rate through proactive client engagement, strategic feedback loops, and tailored solutions
- Collaborate closely with product, engineering, and support teams to streamline operations and drive revenue growth
- Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
Senior Technical Account Manager
Salesforce.com
03.2020 - 08.2023
- Company Overview: Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
- Managed a portfolio of high-value enterprise clients, ensuring seamless adoption of Salesforce solutions and maximizing business impact
- Led release readiness initiatives, working alongside product managers and architects to keep customers ahead of platform updates
- Crafted customized success plans that aligned with business objectives, defining KPIs and implementing risk mitigation strategies
- Proactively addressed client pain points, resulting in a 40% reduction in customer escalations and increased satisfaction
- Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
Principal Technical Engineer (Tier 3)
Salesforce.com
08.2018 - 02.2020
- Company Overview: Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
- Led a Scrum team of five engineers, coaching them on technical troubleshooting and business alignment
- Partnered with R&D teams to analyze and resolve complex product issues arising from new releases
- Developed real-time dashboards, improving senior leadership's ability to monitor performance metrics and enhance reporting efficiency
- Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
Senior Technical Engineer (Tier 3)
Salesforce.com
02.2016 - 08.2018
- Company Overview: Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
- Served as a knowledge leader, mentoring new success agents and refining internal processes
- Collaborated with R&D and escalation teams to deliver rapid, high-quality resolutions for complex customer issues
- Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
Senior Technical Engineer (Tier 2)
Salesforce
02.2014 - 01.2016
- Company Overview: Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
- Salesforce is a cloud-based software company that provides customer relationship management (CRM) services and applications focused on sales and customer service
Salesforce Administrator
Walton Group
07.2012 - 02.2014
Application Engineer
Trapeze Group
05.2011 - 07.2012
Education
Bachelor of Engineering - Computer Science & Engineering
Punjab Technical University
03.2005
Customer Experience Certificate Program -
UC Santa Barbara
03.2025
International Credential Evaluation - Computer Engineering Technology
ICETS
06.2008
Skills
- Salesforce Consulting & Implementation
- Customer Success & Relationship Management
- Business Process Optimization & Automation
- Data Analysis & Strategic Insights
- IT Risk & Compliance Management
- Cross-functional Leadership & Team Building
- Stakeholder Engagement & Communication
- Release Management & Escalation Resolution
Certification
- 10x Salesforce Certifications, including Sales and Service Cloud.
- Graduate in Top 100 - Salesforce Accelerate Program for Aspiring Leaders.
Timeline
Senior Manager, Customer Success
Salesforce.com
08.2023 - Current
Senior Technical Account Manager
Salesforce.com
03.2020 - 08.2023
Principal Technical Engineer (Tier 3)
Salesforce.com
08.2018 - 02.2020
Senior Technical Engineer (Tier 3)
Salesforce.com
02.2016 - 08.2018
Senior Technical Engineer (Tier 2)
Salesforce
02.2014 - 01.2016
Salesforce Administrator
Walton Group
07.2012 - 02.2014
Application Engineer
Trapeze Group
05.2011 - 07.2012
Customer Experience Certificate Program -
UC Santa Barbara
International Credential Evaluation - Computer Engineering Technology
ICETS
Bachelor of Engineering - Computer Science & Engineering
Punjab Technical University
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