Chandra Lothian

Experience

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  McKesson

  Jan 1998 - Apr 2007

  CRM Analyst and Developer

  • Customized Pivotal/Aptean CRM system that covered the full customer lifecycle: marketing, leads, opportunities, quoting, contract & asset repository, shipping order management, software download entitlements, product support cases - worked independently and with departments to develop specs for new development; prioritized and performed customization (table, form, & agent changes) to match specifications. Sometimes this takes a little bit of mind-reading!• Spearheaded successful major version upgrades and expansion to ~250 users• Led project to design, develop, and roll out a customer facing support website integrated to our CRM system with an online knowledge base and ability to submit cases, streamlining product support workflow.• Worked with order fulfillment vendors to ensure accuracy and data consistency in imports and exports from the system. Involved with content, format, and method of data transfer.• Served as a division-wide resource for queries and Crystal reports, all issues relating to the data, and CRM training and documentation.• Defined standard operating procedures for Pivotal CRM use. Helped develop and enforce company-wide data entry standards to ensure the consistency and usefulness of data. Supervised team of data verification telemarketers and maintained data integrity by serving as the company resource for all issues and questions relating to the data.• Wrote documentation and provided initial and on-going training for entire division. Show less

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  Optum

  Apr 2007 - Nov 2024

  Manager, Contract Mgmt

  • Led contract and asset records team that validated digital signatures in new contracts, reviewed executed contracts for issues, worked with relevant sales & legal staff to get them fixed, entered them into CRM system (Pivotal/Aptean and later Salesforce/Conga), proactively managed assets from initial sales through renewals, mid-term attribute changes (partner tracking, size/volume changes), and termination requests. • Managed contract repository through the full lifecycle for 2000 customers: agreements, related correspondence, contract attributes. Averaged 75 new contracts a month, with a similar number of related items.• Recommended solutions for complicated contracts and situations; worked closely with sales and account management, billing, and legal to determine the best way to structure or resolve issues. • Worked closely with sales ops and sales to structure quotes properly in Salesforce/Conga CPQ for adds, mid-term changes, renewals, migrations, terminations.• Participated intensely in every aspect of move from longstanding Pivotal CRM to Salesforce/Conga CPQ, from field mapping, account mapping, data validation, product/pricing matrix validation, business requirements for sales, account mgmt., contract mgmt., billing, integration with other systems (learning mgmt. support entitlements, software download entitlements), deep dev and UAT testing for CPQ, wrote interdepartmental process documentation, assisted with initial and ongoing user training.• Managed customer account data in Pivotal/Aptean CRM, and with data team to match up accounts in new Salesforce implementation to ensure our customers landed on the right accounts, including months of pre-move cleanup and matching recommendations. • Coordinated closely with product management and legal whenever products changed in a way that affects contracts or pricing – rollouts, product migrations, product sunsets. Show less

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  Cytiva

  Feb 2025 - now

  Installed Base Asset CRM Product Owner

  Responsible for developing and delivering the Service Digital Salesforce/ServiceMax portfolio for installed base/asset management, software management, and tool management and managing projects.