Resume

NICK SWEENEY

Cincinnati, OH  ·  (513) 379-5983  ·  sweeney.nicholas@gmail.com  ·  linkedin.com/in/nicholassweeney

PROFESSIONAL SUMMARY

Enterprise technology implementation leader with 12 years at Salesforce driving AI and SaaS product adoption across complex, high-stakes client environments. Proven track record owning post-sale execution end-to-end — from workflow discovery and solution configuration through rollout, training, and measurable adoption at scale. Experienced working directly with enterprise stakeholders from front-line operators to C-suite, translating complex technology into clear, actionable outcomes. Thrives in forward-deployed, high-touch client environments where trust, precision, and speed matter. Seeking to bring deep AI platform expertise and enterprise change management skills to healthcare’s most consequential technology challenge.

CORE COMPETENCIES

Forward-Deployed Implementation  ·  Enterprise AI Product Adoption  ·  Workflow Discovery & Configuration  ·  Stakeholder Training & Enablement  ·  Change Management  ·  Executive Relationship Management  ·  Cross-Functional Escalation & Resolution  ·  Post-Sale Execution Ownership  ·  Agentforce / AI Platform Deployment  ·  Salesforce Ecosystem  ·  Technical Communication

EXPERIENCE

Senior Implementation & Adoption Specialist — AI & Automation Platforms Feb 2022 – Nov 2025

Agentforce, Marketing Cloud Next, Account Engagement (Pardot), Data 360

Forward-deployed implementation and adoption lead for Salesforce’s AI and automation product portfolio, embedded with product, engineering, and client-facing teams to drive measurable outcomes across complex enterprise rollouts.

•      Owned post-sale execution for Agentforce and Marketing Cloud Next deployments — leading workflow discovery, solution configuration, stakeholder training, and in-flight adoption monitoring for enterprise clients across multiple verticals.

•      Led the CX and change management strategy for Salesforce’s highest-priority initiative: integrating Account Engagement with Marketing Cloud Next, aligning cross-functional technical and operational teams and driving adoption across a large installed base.

•      Designed and delivered training programs for enterprise client teams on AI-powered platform features — translating complex technical capabilities into clear operational workflows that nursing-level and non-technical end users could act on immediately.

•      Produced 100+ pages of implementation and adoption documentation for Marketing Cloud Next and Data 360, directly reducing time-to-value for new clients and deflecting escalations at scale.

•      Served as the go-to subject matter expert and escalation partner for enterprise clients navigating complex implementations — bridging technical root causes with stakeholder-ready guidance for audiences from IT teams to executive sponsors.

•      Built implementation playbooks and workflow templates adopted across the Marketing Cloud team, standardizing rollout quality and reducing release-readiness time across the organization.

Support Engineering Swarm Team Lead                                                Aug 2021 – Feb 2022

High-Escalation Enterprise Client Response

•      Led a six-person team managing rapid-response resolution for the highest-severity enterprise client escalations — coordinating across product, engineering, and CS under pressure to minimize business impact and restore trust.

•      Built and refined internal troubleshooting playbooks and escalation workflows that became the standard operating procedure for complex issue resolution across the broader support organization.

•      Onboarded and trained new team members on product architecture, escalation protocols, and client communication, reducing time-to-productivity and improving team performance under high-stakes conditions.

Senior Support Engineer – Tier 3 (Enterprise)                                      Apr 2021 – Aug 2021

•      Provided advanced technical consulting and implementation guidance for Fortune 500 enterprise clients including Amazon — advising on integrations, automation architecture, and data pipeline design while maintaining a 4.8/5 CSAT score.

•      Served as a trusted advisor to non-technical executive stakeholders, translating complex technical root causes into clear, confident, actionable guidance under time pressure.

•      Advised enterprise clients on scalable, secure implementation practices across Salesforce and Account Engagement, repeatedly earning long-term trusted advisor status within high-visibility accounts.

Senior Support Specialist — Dedicated Enterprise Partner                May 2014 – April 2021

•      Served as the dedicated on-call success and implementation partner for Amazon — owning the full relationship, ensuring rapid incident response, and sustaining trust at the highest client tier.

•      Authored client-facing implementation guides for new platform capabilities, reducing escalation volumes and accelerating feature adoption across the enterprise client base.

Support Engineer                                                                                      May 2013 – May 2014

•      Maintained a 4.7/5 CSAT score and reduced client attrition by 13%+ through proactive, high-quality technical support and early identification of adoption risk within at-risk accounts.

EDUCATION

Ohio University                                                                                                          Athens, OH

Bachelor of Specialized Studies — English, Marketing, Visual Arts