Halen, Flemish Region, Belgium
Former Salesforce Product Management Director with more than 25 years of experience helping organizations transform customer service, service operations and field service organizations. I combine deep Salesforce expertise with business process design, product ownership and operational transformation experience. Throughout my career, I have worked at the intersection of business and technology, helping organizations translate complex operational challenges into scalable processes, governance models and digital solutions. Most recently, I led the design of an enterprise Case Management Standardization framework for Mercedes-Benz Customer Assistance Center, defining standardized case lifecycles, routing frameworks, SLA governance and operating models across multiple customer service domains. Prior to that, I spent almost seven years at Salesforce, including four years as Director Product Management Field Service EMEA, where I worked with strategic enterprise customers to maximize business value, drive product adoption and support large-scale service transformation initiatives. Areas of expertise include: • Salesforce Service Cloud • Salesforce Field Service • Customer Service Transformation • Service Operations Excellence • Case Management & Case Lifecycle Design • Product Ownership • Process Standardization & Governance • SLA & Routing Frameworks • Business Analysis • Operational Excellence I am available for freelance and permanent opportunities in Belgium, the Netherlands and remote environments.
Freelance consultant and owner of STEconsulting bv.
Lead Consultant – Case Management Standardization * Designed enterprise Case Management Framework * Defined standardized case lifecycle * Defined routing framework and SLA governance * Facilitated cross-domain workshops * Defined operating model across multiple product domains * Created blueprint for future Service Cloud implementation
At Equans, I acted as a Salesforce Field Service Consultant supporting the transformation of service operations and the migration from IBM Maximo to Salesforce. My focus was on driving standardization, process optimization, and adoption of Salesforce best practices. I initiated and led a “Back to Standard” program to simplify the existing Field Service implementation, reduce technical complexity, and improve long-term maintainability. Key initiatives included implementing Document Builder to streamline document generation and reduce template maintenance from more than 50 templates to 2 standardized templates, migrating maintenance plans to Salesforce standard capabilities, and implementing Enhanced Scheduling and Optimization to automate planning processes and improve technician productivity. By combining business process expertise with Salesforce Field Service capabilities, I helped Equans build a more scalable and efficient service operation.
Led customer success initiatives for Salesforce Field Service across EMEA, working with some of the region’s largest enterprise organizations. Responsible for driving product adoption, customer value realization, and long-term success. Collaborated closely with Product Management, Customer Success, Sales, Support and Professional Services to align customer needs with product strategy and roadmap evolution. Served as a trusted advisor to executive stakeholders on field service transformation, operational excellence, workforce optimization, and service innovation.
As Lead Solution Engineer, I support the Solution Engineers and the Account Executives with in-depth knowledge of Field Service Lightning, part of Service Cloud, and my experience with the Field Service processes.