Tanium

* Built and prioritized a 12+ month roadmap aligned with global support operations, driving clarity across technical and business teams.
* Reengineered case routing to a skills-based model, boosting efficiency for 200+ agents and improving time-to-resolution.
* Launched the Tanium Titans Experience Site to promote self-service and increase engagement through gamified support resources.
* Reduced aged/stale case volume by 98% by implementing proactive closure logic and auto-reminders.
* Partnered with Support Ops and IT to track KPIs, streamline Service Cloud functionality, and enhance user adoption through targeted updates.

Salesforce Program Manager - Service Cloud

Cloud Giants

* Led a team of Salesforce consultants, overseeing delivery for high-impact implementations across Sales Cloud, Experience Cloud, and Partner Communities.
* Managed hiring, onboarding, and mentorship for new consultants and interns, building capability around stakeholder management and systems thinking.
* Served as strategic advisor to clients, translating executive vision into actionable platform strategies and roadmap priorities.
* Directed Partner Relationship Community rollout, aligning user journeys, access controls, and data governance across business units.

Principal Salesforce Consultant

Red Canary

* Built and led a high-performing Salesforce Administration team, scaling operations to meet business growth
* Directed vendor relationships for staff augmentation, overseeing onboarding, performance, and offboarding
* Championed continuous process improvement to enhance user experience, enforce data governance, and strengthen integration reliability
* Acted as a strategic liaison between Sales Ops, IT, GRC, and other stakeholders to align systems and eliminate friction points
* Instituted a structured weekly release cadence, providing transparency into backlog and timelines via Asana

Senior Manager, Business Applications

Rapid7

* Directed cross-departmental Salesforce CPQ implementation and org unification post-acquisition.
  * Established change readiness protocols, led Lightning transitions, and enabled leadership with seasonal system updates.
  * Drove cross-system collaboration and process integrity through data stewardship and governance best practices.

Salesforce Solution Architect and CRM Platform Owner

Red Hat

* Spearheaded Customer Support systems optimization across Salesforce and Gainsight platforms.
* Bridged gaps between technical teams and business owners to streamline core functions.
* Promoted collaboration across global teams to align KPIs and enable better process oversight.

Principal Business Systems Analyst

CodeScience, Inc.

* Delivered multiple 250+ hour CRM implementations with integrated user training and change strategy.
* Conducted full lifecycle org migrations, minimizing risk and downtime during replatforming initiatives.

Project Manager & Business Analyst

Wired Triangle

Salesforce.com Consultant

Cloud for Good

Director of Professional Services

Senior Business Analyst

iContact

Salesforce.com Administrator & iContact for Salesforce Architect

Director of Customer Support Operations

Director of Customer Service

Customer Service Representative

Over 15 years of experience enabling operational change through scalable technology solutions, cross-functional team leadership, and enterprise-wide platform optimization. Adept at building trust with executive leadership, translating complex business processes into actionable systems strategy, and managing high-impact system rollouts that improve visibility, governance, and continuity across organizations.

I work with clients of various sizes and industries to design, develop, and deliver customized Salesforce solutions that automate and streamline their processes, improve their data quality and integrity, and enhance their user experience. I also provide coaching, training, and documentation to ensure the success and sustainability of the projects. I enjoy sharing my expertise and insights with others, and I have spoken at several Salesforce events, podcasts, and publications. My mission is to optimize for awesome, with a touch of irreverence and shenanigans.

Amber Boaz

Salesforce

~ Hit a high 97% team utilization beating targets by 19%
~ Iteratively improved the engineer hiring process improving our time to hire by 18 days
~ Entrusted with managing the largest AMER Senior Developer team consisting of 130 seasoned developers within the AMER Delivery Center following a large organizational shift.

Director of AMER Professional Services - Senior Developer Team

Founded Salesforce Industries professional services first America's-based delivery hub consisting of over 80+ Full-Stack Engineers and Salesforce Developers.

Streamlined the hiring, onboarding, and ongoing training process for turning junior full-stack engineers into billable technical consultants resulting in over $20M annual billings and the highest margin among all Salesforce Industries professional services worldwide.

Head of America's Development Center, Salesforce Industries

Forced Momentum

I founded Forced Momentum because I personally saw the struggles folks go through during the rigorous career search process that the software industry places upon new entrants and I knew I could apply my industry insights, experience, and drive to help others in a way that brings the right resources together at the right time to hyper accelerate our students' career goals. 

We have a goal to make $1 Million of economic impact in our first year of operations all while being 100% volunteer-driven and no-cost to students.

Founder

Parsity

Parsity's founding mission was to deliver top-tier Full-Stack Engineering training in the Triangle, with an unwavering focus on quality. As the organization shifted to online delivery, it also expanded its services. As an Advisory Board Member, I have played a critical role in shaping Parsity's growth strategy, directly coaching students, and offering unique industry insights that have helped shape the curriculum of the future.

Advisory Board Member

Vlocity

~ Started a new initiative within Vlocity Professional Services by building a team of 15 Full-Stack/Salesforce Engineers
~ Billed over $1M in services in the first year with over 80% utilization and the highest per-FTE margin in the company
~ Built a uniquely tailored on-boarding program to ramp junior full-stack engineers to project ready resources in 6-weeks

Director of America’s Development Center

Opened a Vlocity office in Durham, NC to have space for 20+ local employees to collaborate in.

Grew the Global Support team to 46 Support Engineers and processed over 10,000 supports cases with an average CSAT of 4.75/5. 

Implemented a revamped Vlocity Success Community in 8-weeks integrating Salesforce Knowledge, Search Unify, Litmos, and the Vlocity Process Library into a streamlined success experience for over 20,000 Vlocity professionals.

Grew Premier Support revenue to over $15M annually representing 10% of total annual subscription revenue.

Senior Manager, Global Product Support

Continued to grow the Vlocity Global Support team by hiring 30 Support Engineers in India, UK, and the Philippines to provide a 24/7 follow the sun model of support.

Grew the Premier Support revenue to over $5M annually.

Manager, Global Support

Founded the technical support team at Vlocity during its early stages and grew the team from 1 (me) to 5 technical engineers within 1 year. 

Established a new line of revenue selling Premier Support packages to existing and new customers nearly generating $1M of revenue within the first year.

Customer Support Lead

Seen as a Salesforce Administrator expert in Formulas, Automation tools, and reporting resulting in completing over 5000 support cases with a lifetime CSAT score of 9.7/10.

Managed 3 high visibility projects around knowledge and queue management resulting in 500+ additional articles added to the Salesforce Knowledge base and dropping the case assignment rate down to a few minutes.

Taught an in-depth 2-week training program for 30 acquired new employees resulting in a 100% pass rate for the Salesforce Administrator Certification.

Senior Success Agent - Tier 2/3

Worked with 30+ corporate level customers as an account manager designing, consulting, and implementing post-sale business CRM systems to fit unique business requirements.

Achieved an annual 97% renewal rate by providing consistently superior customer service.

Managed the "Challenging" customer implementations category resulting in 5 attriting customers staying with Salesforce saving over $500,000 in annual revenue.

Technical Business Analyst

US Army

Operations and Planning Officer for the 982nd Combat Camera Airborne unit planning and coordinating over 30 annual missions.

982nd Combat Camera Unit, Battalion Operations Officer

Managed 143 soldiers, evaluate 30 subordinate supervisors, directly manage seven full-time staff.

Responsible for over 1600 pieces of classified and sensitive items valued at over 40 million dollars.

Attended the US Army School of Information Technology and Signal Basic Officers Leadership Course.

CISCO, A+, Network+, Satellite, UHF, VHF, and Signal Theory coursework were covered – Graduate Top 10% class.

C Co 319th ESB, Company Commander

TechXpress

-	Provided customer service for all web clients, quality assurance for website development, existing customer upgrade sales and production management, e-Commerce support, Internet marketing, and Search Engine Optimization (SEO).
-	Managed quality assurance and bug fix projects for the entire web department.

Customer Service Rep

Norcast Telecom Networks

-    Installed medium class PBX telephone systems in new commercial construction and existing commercial sites.
-    Managed numerous large and small scale commercial construction low-voltage, coax, and fiber optic wiring jobs.
-    Communicated with onsite superintendents to relay the production schedule and never had a job go over budget.

Field Technician I

To learn more about my career and to see some of my portfolio and project case studies please visit: http://www.goerke.me

Professional Services and Support executive with 14+ years of experience in building organizations from the ground up. Former US Army Signal Officer having commanded 3 companies in over a 10+ year military career. Have managed teams of 5-120+ with revenue topping $10M+ annually both in Support and Professional Services settings.

Specialties:

Executive Level People Management
Coaching and Mentoring
Organizational Change
Organization Structure
Hiring and Salary Negotiation
Project Delivery
Agile Methodologies 
Salesforce Technical Expert
Salesforce Industries (Vlocity) Technical Expert

taplio

The Battle

Amber Boaz

James Goerke, MBA

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