The operating problem

Salesforce was expensive and difficult for colleagues to maintain or use independently. I led the move toward tools the teams could operate themselves, pairing the platform migrations with public knowledge resources and internal training.

My role

I led the Salesforce Service Cloud-to-Intercom migration through planning, vendor negotiation and execution. Negotiations covered subscription pricing, contract terms and migration support. Intercom went live in June 2024.

For the Salesforce-to-HubSpot migration, I researched and planned the move across sales CRM, customer records, pipelines, reporting and automations. I was the project lead and backstop, mentoring colleagues and helping resolve blockers while the team performed the bulk of the migration. It launched around August 2025.

Two audiences, two help centres

I launched the merchant help centre in June 2024 and the partner help centre in 2025. I owned platform selection, information architecture, article writing and editing, site setup and design, integrations, launch and ongoing ownership. The merchant resource supports day-to-day use; the partner resource covers onboarding, portal workflows and the technical questions partners need to answer.

Making the handover work

I trained approximately 6–7 colleagues across support management and agents, risk and underwriting, and customer success. Delivering the platform also meant equipping the people responsible for using it.

The result

Together, the HubSpot and Intercom migrations reduced reliance on dedicated Salesforce administration. The platform changes were supported by merchant and partner help centres and training for the teams using them.

Platforms and timing

Salesforce Service Cloud to Intercom: June 2024. Salesforce CRM to HubSpot: around August 2025. Merchant help centre: June 2024. Partner help centre: 2025.

About these artifacts

English public pages captured in Brave on October 30, 2026. These show the current help-centre interface and may include changes made after my tenure. They demonstrate the resources I originally established, rather than authorship of every article currently published. Screenshots only; no live ValPay links.