Robert Ricker

Turning enterprise marketing strategy into measurable, personalized customer experiences.

Head of Salesforce Marketing Cloud, NA - Solution Architecture at EPAM. 11x Salesforce Certified. More than two decades helping Fortune 500 brands and the agencies that serve them build the systems behind better customer relationships.

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Portrait of Robert Ricker

About

Strategy and engineering, in the same conversation.

I spend most of my time at the intersection of marketing strategy and technical architecture - translating business intent into Salesforce solutions that actually ship, scale, and stand up under real-world data. My background is unusual: I’ve sat on the agency side, the SaaS side, the partner side, and as a direct Salesforce employee, which means I’ve seen the same problems from four different angles.

The thread across all of it is the same: figure out what the business is really trying to do, sketch the cleanest path through Marketing Cloud (and the rest of the platform around it), and bring teams with me. I’m happiest when a complicated integration finally clicks, when a tangled data model becomes a clear one, and when the people I work with leave a project sharper than they started it.

I’m a builder by instinct - I founded and ran an independent digital studio for 15 years alongside my corporate roles - and a consultant by training. Both habits show up in how I work: ship something useful, explain it plainly, and keep the customer at the center.

Experience

Career

A reverse-chronological view of the work, starting today and tracing back through Salesforce, Bottle Rocket, and the agency years before that.

  1. EPAM Systems

    Nov 2021 - Present · Dallas, TX

    Head of Salesforce Marketing Cloud, NA - Business Solution Architecture

    Mar 2024 - Present

    • Lead the North American Salesforce Marketing Cloud BSA practice - strategy, staffing, delivery quality, and partner relationships.
    • Architect cross-cloud Salesforce solutions for enterprise clients with Marketing Cloud at the center, integrated with Sales, Service, and Industry Clouds.
    • Member of EPAM’s Global SFMC Center of Excellence and Salesforce’s Marketing Cloud Partner Advisory Board.
    • Build the practice’s capability through templated documentation, internal training, POCs, and best-practice playbooks.

    Associate Director, Business Solution Architecture

    Nov 2021 - Mar 2024

    • Scoped and architected Marketing Cloud implementations and integrations for EPAM clients across regulated and unregulated industries.
    • Partnered with Salesforce Sales, Service, and Industry Cloud teams on shared customer engagements and managed services.

  2. Perficient

    Feb 2021 - Nov 2021 · Dallas, TX

    Technical Architect - Salesforce Marketing Cloud

    • Provided Marketing Cloud technical strategy and architecture for the global Dexcom CGM marketing teams.
    • Architected and documented integrations between Service Cloud and Marketing Cloud via Marketing Cloud Connect and third-party systems.
    • Built Journeys, Automations, and Contact Builder attribute groups; configured business units, SAP, and SSL setups; drove case resolution with Salesforce Support.
    • Mentored Perficient consultants through solution reviews, POC development, and test-case guidance.

  3. WorldVentures

    Jun 2019 - Feb 2021 · Plano, TX

    Director, Marketing Technology & CRM

    • Saved 83% on annual Marketing Cloud subscription costs through a disciplined contact-cleansing program.
    • Replaced Dynamics CRM with Salesforce Service Cloud - $250k annual savings - and replaced inContact with Service Cloud Voice for CSR telephony, saving $20k/month.
    • Architected real-time integrations into Marketing Cloud for transactional customer communications.
    • Designed 1:1 customer journeys in Journey Builder, Automation Studio, and Contact Builder; advised developers on AMPScript for personalization.

  4. Salesforce

    Sep 2014 - May 2019 · Dallas, TX

    Senior Customer Success Manager

    Jun 2018 - May 2019

    • Owned territory health plan and CSG leadership across a portfolio of accounts; partnered with sales RVPs to identify risk and growth opportunities.
    • Drove customer engagement and adoption across Sales, Service, and Marketing Clouds by aligning customer needs with the right Success Program at the right time.
    • Led “Circles of Success” industry events focused on best practices and user adoption.

    Sr. Technical Program Manager - Salesforce Marketing Cloud

    Sep 2014 - May 2018

    • Trusted Advisor to client business sponsors, prioritizing technical backlogs for Marketing Cloud Professional Services engagements.
    • Led Marketing Cloud Solution Architects, Marketing Consultants, Data Architects, and Campaign teams against major-client initiatives - Ally Financial, Nationwide Insurance, Florida Power & Light, and others.
    • Engaged Product Operations leaders on product gaps and issues affecting customer solution success.

  5. Bottle Rocket Apps

    Jun 2013 - Sep 2014 · Addison, TX

    Sr. Mobile Product Program Manager - Director of Product Implementation

    • Led Agile mobile development teams, strategists, art directors, and QA in delivering iOS/Android apps for Showtime Networks, ABC News, and NBC Universal brands (NBC, USA, Bravo, Syfy, E!, Esquire TV).
    • Streamlined the Product Implementation Group, deepening the partnership with NBC Universal customers.
    • Contributed to business development - proposals, estimates, and pursuit work - coordinating with Bottle Rocket/WPP service lines.
    • Awarded the “Steely Eyed Missile Man” honor for leadership of the AWE Product Implementation Team.

  6. Final Cut Studio - Independent Practice

    Jun 1999 - Aug 2014 · Dallas, TX

    President & Founder

    Operated in parallel with corporate roles.

    Founded Final Cut Studio to produce engaging animated shorts and interfaces for the early commercial web. Grew it into a full-service digital studio designing and implementing custom online and mobile solutions for small-business and entrepreneur clients across 15 years.

  7. Earlier Career 1999 - 2012

    • Sr. Program Manager · iWave Software · 2012 - 2013 - Professional services for custom cloud-storage product development; clients included EMC, Credit Suisse, and Google.
    • Sr. Interactive Project Manager · RAPP · 2011 - 2012 - Web and email marketing engagements for Hyatt and U.S. Cellular.
    • Sr. Interactive Project Manager · Targetbase · 2009 - 2011 - Mobile and web programs for Teva Neuroscience, Michaels Stores, and Texas Farm Bureau Insurance.
    • Sr. Account Executive · Ariamedia · 2006 - 2008 - Custom interactive and commerce builds on Ariamedia’s Conductor platform.
    • Account Manager · Excentus, Inc. · 2006 - Loyalty and rewards platform engagements.
    • Project & Account Manager · Harte Hanks / Postfuture · 2001 - 2005 - Sixth employee; technical lead for Fortune 500 email programs (Microsoft, Best Buy, Jenny Craig, Pizza Hut, Sub-Zero/Wolf). Played an integral role in the growth that led to the Harte Hanks acquisition in 2004.
    • Project Manager · Relate Media · 2000 - 2001 - Rich-media e-magazine for 200+ credit unions nationwide.

Skills

What I bring to the work.

Salesforce Platform

  • Marketing Cloud (Engagement)
  • Marketing Cloud Next
  • Data 360 (Data Cloud)
  • Sales Cloud & Service Cloud
  • Account Engagement (Pardot)
  • Personalization (Interaction Studio)
  • Marketing Cloud Connect
  • Journey Builder · Automation Studio · Contact Builder
  • AMPScript & SSJS

Solution Architecture & Delivery

  • Cross-cloud solution design
  • Systems integration & data architecture
  • POC development & demo engineering
  • Agile delivery management
  • Technical program management
  • Migration & replatforming strategy
  • Vendor & partner management

Leadership & Strategy

  • Cross-functional team leadership
  • Customer success management
  • Mentoring & team development
  • Marketing strategy & automation
  • Business systems re-engineering
  • Practice growth & capability building
  • Executive stakeholder communication

Certifications

11× Salesforce Certified

View badges on Trailblazer →

  • Salesforce Certified Marketing Cloud Administrator
  • Salesforce Certified Marketing Cloud Email Specialist
  • Salesforce Certified Marketing Cloud Consultant
  • Salesforce Certified Data Cloud Consultant
  • Marketing Cloud Personalization (Interaction Studio) Accredited Professional
  • Marketing Cloud Advanced Cross Channel Accredited Professional
  • Salesforce Certified Account Engagement (Pardot) Specialist
  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified AI Associate
  • Trailhead Ranger

Featured Projects

A few from the mobile years.

NBC iOS & Android Apps

NBC Universal · 2014

Full-episode and clip viewing apps for NBC, with AirPlay support and continue-watching across devices. Led delivery across phone and tablet form factors.

Showtime Sync 3.0

Showtime Networks · 2013 - 2014

Second-screen experience that listened for episode audio and synced timely bonus content, polls, and trivia for original series - across live, On Demand, streaming, and DVD.

ABC News iPhone & Android

ABC News · 2013

Stories and clips from Good Morning America, World News, Nightline, This Week, and 20/20, packaged for daily-news consumption on mobile.

Volunteer

Coding4Kindness - Salesforce.org

Remote Program Manager · 2016 - Present

Oversee Coding4Kindness volunteer hackathons that deliver custom Salesforce features and integrations to non-profit and NGO clients around the world.

Honor

Steely Eyed Missile Man

Bottle Rocket Apps · 2014

Awarded for leadership of the AWE Product Implementation Team - recognized for taking on a “dizzyingly complex new role” and balancing the needs of clients, internal teams, and aggressive delivery deadlines.

Testimonials

In their words.

A selection from the recommendations on my LinkedIn profile, spanning Salesforce, EPAM, Bottle Rocket, the agency years, and clients of Final Cut Studio.

“He is an amazing mentor to other team members, always striving to help others around him develop their skillsets. He is always eager to take on new challenges, think outside the box, and come up with new and unique solutions to solve client challenges… his combination of technical expertise, leadership acumen, and commitment to excellence makes him an invaluable team member.”

- Koren Betty

“I have come to know him as a dependable person whom I know will give the appropriate amount of thought to a challenge before pressing forward. In an era and industry where moving too fast can have significant consequences, I definitely appreciate Robert’s approach. He is also incredibly versatile, and has repeatedly demonstrated his desire to help by taking on new tasks, learning new products, and mentoring others. Robert is an immensely valuable part of the team.”

- Chester Bullock

“Robert is expert level in implementing custom and relevant Salesforce solutions. His ability to identify technical and creative shortfalls then effectively communicating gaps to stakeholders makes him an excellent liaison between Marketing and IT.”

- Quyen Tong

“Robert is an outstanding professional problem solver and a superb customer success advocate… an extremely creative problem solver who attacks business and client challenges by asking well thought out questions with confidence and a ‘can-do attitude’.”

- Chuck Smith

“He is honest, dependable, and will tell it like it is in the pursuit of the right solution… Robert was integral in making the AWE platform one of the best in the industry.”

- Jason Osburn

“Robert leads a diverse team of Consultants through complex and challenging client projects as Program Manager… even with a variety of roles and personalities on our team, Robert is easily able to step into the shoes of each individual in order to anticipate their needs.”

- Tara Stephens

“Simply put, Robert is the kind of guy you want to find ways to work with again. He’s meticulous with details while never losing sight of the larger goal, thoughtful in his approach and knows how to rally a team together. Regardless of the size or scope, Robert took pride in his work - and with the kind of work he produces, he should.”

- JT White

“Robert had to navigate the complex collection of stakeholders, including our largest clients, while pulling together a lot of delivery pieces… he had a very effective way of communicating in a way that brought everyone on board to share program successes and challenges.”

- Greg Zoller

“Over the years I spent a lot of time working with Robert to develop and enhance critical client digital strategy, tactics and execution plans. Robert is a rock star! He is an enabler - always prepared to analyze, contribute or lead internal or external discussions on client goal/KPI attainment.”

- Chuck Dorantes

“Robert was hired at iWave as a Sr. Project Manager… It quickly became evident that Robert was much more than a Project Manager. He was eager to get involved from day one and wasn’t swayed when put in front of a major customer after the first week.”

- Scott Dorcas

“Robert’s focus on exceeding customer expectations and consistently delivering value sets him apart. Robert has my highest recommendation.”

- Clay Powell

“Robert doesn’t just manage projects - he creates an atmosphere for creative endeavors. His project management philosophy gets the job done without burdening the team with those aspects that oftentimes stymie the creative process.”

- Kristan Boggs

“It was nice to work alongside someone who needed no guidance, was always able to collaborate on finding the right solution for a client need, and wasn’t afraid to roll up his sleeves and assist in development if the need was there… he possesses proven leader skills [and] the background and experience that it takes to know the efforts involved in the execution of a broad array of interactive projects.”

- Scott Reese

“In 2009, I engaged with Robert Ricker, of Final Cut Studio, to build out my Canyon Creek Fitness website. This was the game changer for my business to grow. Robert designed an amazing site, providing recommendations that would not only catch the client base, but that also reflected my personality, goals, and the direction I wanted to take my business… If you are looking for cutting edge design, Final Cut Studio will take your business to the next level!”

- Renada Addington

Contact

Let’s talk.

Working on a Marketing Cloud problem, sizing up a cross-cloud architecture, or just want a second opinion? I’m happy to hear from you.