Anup Arora

Spearheading regional as well as global digital initiatives for tier-1 pharmaceuticals companies, leading to multi-million-dollar engagements, using IQVIAs Orchestrated Customer Engagement (OCE) solutions:

• OCE Digital Marketing (Powered by Salesforce Marketing Cloud-SFMC) – Planning & executing multi-channel Campaigns (Emails, SMS, Webinars, Landing Pages, Microsites etc.), Customer profiling for targeted marketing segments, personalized Content strategy, opt/consent management, Channel Engagement metrics (Opens, Click Throughs), Social Media sentiment analysis etc.

• OCE Personal (Powered by Salesforce) – Empowering Pharma Sales/Field Reps with capabilities like Territory Management, Call Planning, Remote Engagement, CLM (Closed Loop Marketing), Key Account Management, Events etc.

• HCP/O Engagement Compliance (Powered by Salesforce) - HCP Engagement Compliance, Engagement planning & budgeting, HCP Contracting and Fair Market Value, Engagement execution and Transparency Reporting etc.

• IQVIA Impact Program – Silver Award Winner – Oct 2023

Spearheading regional as well as global digital initiatives for tier-1 pharmaceuticals companies, leading to multi-million-dollar engagements, using IQVIAs Orchestrated Customer Engagement (OCE) solutions:

• OCE Digital Marketing (Powered by Salesforce Marketing Cloud-SFMC) – Planning & executing multi-channel Campaigns (Emails, SMS, Webinars, Landing Pages, Microsites etc.), Customer profiling for targeted marketing segments, personalized Content strategy, opt/consent management, Channel Engagement metrics (Opens, Click Throughs), Social Media sentiment analysis etc.

• OCE Personal (Powered by Salesforce) – Empowering Pharma Sales/Field Reps with capabilities like Territory Management, Call Planning, Remote Engagement, CLM (Closed Loop Marketing), Key Account Management, Events etc.

• HCP/O Engagement Compliance (Powered by Salesforce) - HCP Engagement Compliance, Engagement planning & budgeting, HCP Contracting and Fair Market Value, Engagement execution and Transparency Reporting etc.

• Senior Architect of the Accenture Singapore’s Cloud First Applications Team in the South-East Asia region, leading both Implementation and Pre-sales Engagements as a Senior Architect, with responsibilities including driving scoping workshops, solution architecture, solution fitment, customer demos/PoC, solution design workshops.
• Spearheaded the delivery & architecture of an enterprise CRM engagement for a well-established Singapore-based publishing house, moving away from legacy Mainframe systems to Salesforce Service Cloud & Zuora for Customer Publication subscription and Billing management, with a complex architecture involving multiple systems and data integration.
• Mentored onshore & offshore teams, spread across Singapore and Manila, Philippines, ensuring coordination and handoffs with minimal disruptions and, ascertaining in-time, quality project delivery.

• Led multiple project deliveries, solution advisory & subject matter expertise on the Salesforce solutions as the Senior Architect of the Deloitte Southeast Asia’s Salesforce Practice
• Key driver for pre-sales activities including RFP/RFI responses, project estimations, implementation & resource planning, requirement analysis & due diligence, POC/Mock-ups etc.

• Technical Leadership on end to end Salesforce CRM delivery engagements across US as part of the HCL Salesforce Practice, involving solution architecture, project management, digital transformation, CRM adoption, greenfield implementations as well as CRM optimization.
• Delivered multiple pre-sales engagements as a Salesforce Solution Advisor, including RFP responses, project estimations, demos & customer presentations, solution fitment etc.
• Successfully architected and delivered a large scale, transformational solution for a US-based manufacturing giant, moving their customer service operations from legacy Oracle EBS solution to Salesforce Service Cloud. The solution involved rolling out a multi-channel customer services solution including Customer Portal, Knowledge Base, Email and Contact Center, with complex systems and data integration to manage data exchange between multiple systems like Customer Master, Product Master, Order Management and BI tools, using Informatica Cloud.
• Successfully architected and delivered a transformational solution for a US-based manufacturing giant, moving their Ticketing management systems from ONYX (legacy platform) to Salesforce Service Cloud across 4 regions. The solution also involved some complex systems integrations for quotation management, products and pricing systems using Cast Iron middleware.

• Led Salesforce consulting & implementation engagements across US as a Subject Matter Expert for the Satyam’s Salesforce practice, including solution architecture & advisory, pre-sales/GTM engagements, competency development, cross-training & mentoring of the development teams etc.

• Delivered a highly successul EU engagement (based in Geneva, Switzerland) for a global Chemicals manufacturing giant, as part of their Business & IT CoE. Transformed multiple legacy, home grown applications to the Salesforce platform, ensuring a high success and customer satisfaction rate.
• Successfully transitioned and managed the EU Client engagement to offshore (Hyderabad) for ongoing support, maintenance and enhancements of multiple Salesforce applications. Led a team of offshore developers and business analyst, working in close collaboration with the customers business and IT teams spread across EU and US.

• Senior member of the Salesforce competency, working across technical and functional teams within the organization to deliver complex Salesforce project deliveries, as well as collaborating with the Sales organization on GTM & pre-sales engagements.
• Successfully delivered multiple small to mid-sized projects engagements between Mar-2006 and Nov-2007, automating processes including Opportunity Pipeline management, Customer data management, Services automation, Lead management etc. as well as managed multiple ongoing support and maintenance engagements, supporting customers across multiple regions, including US, EU and Singapore.
• Employee of the Year – 2007
• Employee of the Month – April 2006