Podcast
Accidental Salesforce Admins
Hosted by Delegate · EN
Accidental Salesforce Admins is the podcast for problem-solvers, change-makers, and the go-to leaders managing Salesforce in their organizations. Hosted by Robert Sur, Co-founder & CEO of Delegate, this show dives into the unique challenges faced by accidental Salesforce admins and provides a roadmap for success.
Through the lens of the Deep5ive framework—Outcomes, Humans, Technology, Capabilities, and Rhythms—you’ll learn how to create meaningful change, align priorities, and lead teams with clarity. Each episode features actionable strategies, real-world stories, and lessons to help you not just get things done but get the right things done.
Subscribe today to discover how to bridge gaps, connect the dots, and lead with vision.
10episodes
Episodes
Newest firstAll episodes
Why "That's Not in Scope" Might Be Killing Your Projects | Ep. 17
Jul 200:19:17Tap to summarizeHost Robert Sur flips roles in this special episode as guest host Joseph Lewin takes the mic to interview him. Together, they dig into the hidden tension that arises when companies bring in consultants or internal admins to solve business problems — and how a rigid focus on scope can sabotage the entire effort.Robert Sur shares why flexibility isn’t chaos but a key leadership capability, and how clinging to outdated project scopes is often a protective reflex rather than a strategic choice. The episode explores how true alignment on business outcomes — not tasks — can reshape the relationship between stakeholders and delivery teams. If you've ever heard "that's not in scope" and felt the air leave the room, this one’s for you.📌 What We CoverThe adversarial energy that often kicks off consultant-client relationshipsWhy early signs of rigidity signal misalignment, not professionalismHow Robert Sur learned to stop treating “not in scope” as a mic-drop momentThe difference between delivering against a scope vs. solving a business problemHow to realign with leadership when the ask shifts unexpectedlyWhy flexibility without clarity is just chaos — and how to avoid thatThe mindset shift from task-based KPIs to outcome-based accountabilityWhat leaders can do to avoid creating non-value-added work for their teamsThe power of reiterating “the why” at every touchpoint — even if it gets repetitiveReal-world example of lead routing vs. comp plan misdiagnosis — and the fix🔗 Resources MentionedDelegate (referenced as Robert Sur's team and consulting approach)CRO (Chief Revenue Officer) anecdote around lead routingFlexibility matters — not as a fallback, but as a capability.The best admins and partners don’t default to “push back.” They ask:What’s the outcome we’re still responsible for, and what’s the best move now?
Transcribe →How Andréa Abita Builds Systems That Actually Help People | Ep. 16
Jun 18, 202500:34:51Tap to summarizeWhen Andréa Abita first started using Salesforce, it was just a system—a place to receive tickets. But through her journey from member-facing roles to internal operations, she began to see it differently. As Associate Director at NYU Langone Health's NICHE Program, Andréa Abita doesn't just configure workflows—she builds systems that make people's lives easier.In this episode of Accidental Salesforce Admins, host Robert Sur sits down with Andréa Abita to talk about the moment she stopped asking "what can Salesforce do?" and started asking, "what do our members actually need?" Her clarity and care are unmistakable—from redesigning data processes to coordinating across finance, support, and learning systems. But what stands out most is her deep commitment to listening, sharing knowledge, and lifting others.Whether she’s supporting hospital systems through change or empowering creative communities outside of work, Andréa Abita proves that leadership isn’t about features—it’s about service, trust, and building with purpose.👤 Guest BioAndréa Abita is the Associate Director at NYU Langone Health’s NICHE Program, a national initiative focused on improving care for older adults through nursing excellence. With a background in member support and operations, Andréa Abita champions systems that put people first—both inside and outside of Salesforce.Connect with Andréa on LinkedIn📌 What We CoverShifting from "what can Salesforce do?" to "what do our members need?"Using outreach to close feedback loops and tailor experiencesTransforming internal processes through better cross-team collaborationThe power of empathy in member-facing roles—and why people just want to feel heardCreating “one-stop shop” workflows across support, finance, and membershipBuilding user pull and shrinking the change for behavior adoptionThe role of project management in setting boundaries and protecting joyHow one Slack message led to a special interest group of 80+ hospital professionalsThe importance of listening to understand—not just respondBringing creativity and clarity to even the most repetitive roles🔗 Resources MentionedNICHE (Nurses Improving Care for Healthsystem Elders)Studio Space – a creative platform Andréa Abita co-foundedStudioSpace.com (mentioned by Andréa Abita)Gantt charts, Smartsheet, and Salesforce as internal tools“Listen to understand, not to respond” – Andréa Abita's leadership mantraAccidental Salesforce Admins is a show for people who never meant to get into Salesforce—but found themselves owning it anyway. Hosted by Robert Sur.
Transcribe →Why Data Alone Doesn’t Drive Results (with Paul Pacun, vablet) | Ep. 15
May 21, 202500:23:33Tap to summarizeToo many teams still believe the myth: more data equals better decisions. But when your field teams ignore your tools and CRM adoption stays low, it’s time to ask a different question—are we helping people understand the data or just piling it on?Host Robert Sur sits down with Paul Pacun, founder of Vablet, to explore how sentiment lives in behavior, not surveys—and how true sales enablement starts with listening. With 15 years of experience turning real feedback into business-ready tools, Paul shares how a tablet placed on a patient’s lap sparked insights that helped drive smarter content, better sales conversations, and CRM updates that actually happen.They unpack how refining data—like turning sand into silicon—requires clarity, context, and constant feedback loops. If you’ve ever rolled out a tool no one used or been asked to build a report no one reads, this episode will hit home.👤 Guest BioPaul Pacun is the founder of Vablet, a field sales platform designed to work in the real world—where reps can work offline, automate CRM updates, and close business without fighting their tools. For over 15 years, Paul has transformed live field feedback into sales enablement solutions that reduce friction and support business leaders.🔗 Paul on LinkedIn📌 What We CoverWhy collecting more data won’t make your teams smarterA real-world story of 5,000+ media views and what they revealed about sales behaviorWhy true sentiment is found in content engagement, not optional survey buttonsHow “media view” metrics can offer more authentic insight than intent dataThe myth of full adoption and why finding early champions is keyHow Chipotle’s watch app inspired smarter UX through user intentA better way to name roadmap projects: lead with the problem, not the techHow pivoting from doctors to pharma saved a launchWhy asking “what sand do I need to give you to build the next chip?” changes the admin’s mindsetWhy even a 99-page PDF can be improved by tracking what people actually look at🔗 Resources MentionedVablet (field sales platform)ClearSlide (competitor reference)SalesforceMarketoPardotMarketing CloudChipotle watch appStarbucks AI demo appOura RingDemofestDelegate — delegate.team/accidental
Transcribe →How Do We Make AI Actionable—Not Just Aspirational? W/ Rich Radford : 14
May 14, 202500:24:35Tap to summarizeBoardrooms everywhere are buzzing about AI—but few know where to begin. In this episode, host Robert Sur welcomes Rich Radford, VP of Client Solutions at Seanergy.ai and a self-proclaimed “recovering accidental Salesforce admin.” Together, they confront the gap between AI hype and meaningful execution.Rich shares firsthand stories—from healthcare systems using AI to book appointments and chart patient notes, to a VP of operations discovering their company was tapping only 10% of AI’s potential. They examine why most companies are stuck in inertia, how fear of failure and fragmented data holds teams back, and what real readiness for AI looks like. You’ll hear what happens when leadership gives permission to fail fast, and how one Fortune 500 firm is turning 58,000 employees into AI bot managers—complete with employee numbers.For Salesforce Admins navigating AI adoption, this is your blueprint for making the leap from aspirational to actual.👤 Guest BioRich Radford is VP of Client Solutions at Seanergy.ai. A veteran technologist with experience across cloud, security, and AI, Rich has implemented ERPs, consulted on Salesforce and marketing automation, and now builds AI-driven business solutions. A former accidental Salesforce admin himself, he now helps clients unlock strategic potential through practical AI use cases.🔗 Connect with Rich on LinkedIn📌 What We CoverHow to close the gap between AI hype and real executionWhy most companies only tap 10% of AI’s current potentialThe HP program training 58,000 employees to build AI bots with employee numbersWhat makes AI adoption succeed—push, pull, and focused executionCase study: AI agents that schedule medical appointments and reduce no-showsCase study: Doctors using AI to chart conversations with 30% more throughputWhy company inertia, fragmented systems, and regulatory fears are blockersHow to know if your company is ready for AI—and what to do if it’s notThe importance of small, measurable proof-of-concept projectsWhat AI readiness really means: cross-functional teams, clean data, and executive buy-in🔗 Resources MentionedSeanergy.aiChatGPTEpic and Athena (EHR platforms)ZoomInfoGoogle AdsFacebook AdsBerkshire Hathaway (mentioned in context of AI investment discussion)
Transcribe →The Roadmap Isn’t for You—It’s for Them : 13
Apr 23, 202500:08:13Tap to summarizeEver feel like your roadmap is just a wish list no one reads? Host Robert Sur explores why execution often breaks down, not because of lazy teams or chaotic leadership, but because the operating system is invisible. In this solo episode, Rob shares why most Salesforce roadmaps get ignored—and how to turn yours into a tool of influence. Learn how a roadmap becomes more than just a tracker when it’s tied to business outcomes, made visible, and creates strategic pull. Rob breaks down what high-functioning teams get right, including how to make leaders want to reference the roadmap, the role of change discipline, and why the best roadmaps manage attention, not tasks.📌 What We CoverWhy invisible plans lead to execution breakdownThe dangers of roadmaps that are too long, too technical, or too staticHow to make your roadmap a shared decision-making toolWhat it means to create strategic pull with leadershipReal-world examples of high-functioning roadmap practicesThe Deep5ive framework questions to assess roadmap readinessThe “one in, one out” change discipline that forces trade-offsHow to know your roadmap is finally working🔗 Resources Mentioneddelegate.team/accidental
Transcribe →Making Change Stick (Even When the System Is a Mess) : 12
Apr 16, 202500:48:14Tap to summarizeIn this episode of Accidental Salesforce Admins, host Robert Sur welcomes Ernest Wong, VP at Delegate, to discuss what it really takes to lead change from inside an organization, especially when dealing with broken systems, misaligned teams, and unclear mandates.Best Moments:(00:42) Introduction to the topic of leading change from inside an organization(03:22) Starting with the humans, not just the technology, when fixing broken systems(05:22) Learning through experience that technology failures are often symptoms of human system failures(10:56) Building coalitions and finding allies to help implement significant changes(15:27) Using French and Raven's bases of power to influence without direct authority(20:20) Prioritization frameworks for deciding where to start with limited resources(24:42) The value vs. cost two-by-two framework for prioritizing initiatives(32:57) Using simple frameworks like urgency scales to make decision-making more efficient(38:42) The critical lesson that perception is reality in organizational settings(42:52) What people often misunderstand about how change really happensGuest BioErnest Wong is the VP of Delivery and Operations at Delegate. With over 20 years of experience in tech, Ernest has rebuilt chaotic systems at early-stage companies like Talkdesk and navigated M&A complexity at enterprise organizations like Adobe. Known for his holistic approach to problem-solving, Ernest excels at understanding how incentives, behaviors, and systems design drive momentum. His expertise spans aligning teams post-acquisition, rebuilding product organizations, and helping clients establish data foundations at scale.
Transcribe →You’re Essential. But Are You Strategic? : 11
Apr 9, 202500:09:16Tap to summarizeYou look up. It’s midnight. You haven’t eaten. Slack’s clear, backlog’s cleared, and you’ve helped twelve people, but somehow, nothing actually moved forward. In this episode of Accidental Salesforce Admins, Robert Sur, CEO at Delegate, breaks down a familiar cycle for many Salesforce admins: you’re the go-to operator, always solving, always fixing—but never shaping what gets done and what you can do to break the vicious cycle.Being essential isn’t the same as being strategic. And working harder won’t get you there. The key shift? Changing the altitude of your work. Robert introduces real, practical tools that have helped Salesforce operators across dozens of orgs step out of reactive chaos and into intentional leadership. This episode explores why strategic rhythms matter more than fancy titles, how simple frameworks can shift momentum, and how credibility starts with better questions—not more output.📌 What We CoverThe hidden cost of being the go-to person for everythingWhy essential ≠ strategic—and what separates the twoThe altitude problem faced by sharp, trusted operatorsWhat the “Deep5ive” lens really helps unlock for ops leadersUsing the Five Whys technique to reframe unclear requestsA 3-question scoring model to prioritize work with clarityRhythms like “One In, One Out” that force leadership trade-offsWhy pushing back—done right—actually builds credibilityThree specific actions to start working more strategically this week🔗 Frameworks MentionedDeep5iveFive Whys (root cause analysis method)“One In, One Out” planning rule (team-level decision tactic)
Transcribe →The Leadership Blind Spot – Why Tech Fails Without Strategic Ownership : 10
Apr 2, 202500:12:32Tap to summarizeIn this episode of Accidental Salesforce Admins, host Robert Sur dives into the common struggle of the "leadership blind spot" and how to overcome it. Rob shares insights on breaking the cycle of reactive decision-making and shifting towards strategic, outcome-based leadership in Salesforce administration.Key Discussion Points: [00:00:43] Introduction to the leadership blind spot phenomenon [00:01:52] Real-world example of a multinational firm's tech chaos [00:04:32] The hard truth about leadership's unintentional chaos [00:05:37] Breaking the cycle: Starting with leadership clarity [00:08:12] Building a roadmap with structured flexibility [00:09:20] Repositioning tech operators as strategic leaders [00:10:23] Turning chaos into an opportunity for growth and leadership [00:11:55] Closing thoughts and call to action for listenersRob shares a compelling case study of a large multinational professional services firm struggling with chaotic tech management. He introduces Sarah, an operator caught in an endless loop of reacting to leadership's ever-changing priorities. Rob then outlines a strategic approach to break this cycle, emphasizing the importance of:Viewing technology holistically through the Deep5ive frameworkImplementing a structured decision-making processCreating a flexible but disciplined roadmapRepositioning tech operators as strategic leadersHe encourages listeners to see chaos as an opportunity for leadership and transformative change. He emphasizes that the ability to bring order to noise and align priorities is what sets true leaders apart in the field of Salesforce administration and tech management.The episode concludes with a call to action for listeners to identify areas of chaos in their work and use them as opportunities to lead and drive clarity in their organizations.
Transcribe →How to Break Free from the ‘Essential but Invisible’ Trap in Your Career - Michael Stevens : 9
Mar 26, 202500:36:37Tap to summarizeIn this episode of Accidental Salesforce Admins, host Robert Sur welcomes Michael Stevens, VP of Product Marketing at SmartRecruiters, to discuss the journey from problem-solver to strategic leader. Michael shares insights on breaking free from the "essential but invisible" trap and becoming a more influential player in your organization.Key Discussion Points:[00:00:43] Breaking free from the essential but invisible trap[00:01:33] Michael's journey from SDR to VP of Product Marketing[00:02:36] The mindset shift from individual contributor to strategic leader[00:05:26] Building influence without a leadership title[00:11:30] Seeing through the lens of others and getting outside yourself[00:14:58] Aligning teams and competing priorities across functions[00:19:19] Positioning critical work to get leadership buy-in[00:27:30] Common characteristics of high performers[00:31:35] Advice for young professionals starting their careersMichael emphasizes the importance of:Thinking beyond individual tasks to drive broader organizational impactDeveloping domain expertise and curiosity about other rolesConstantly prioritizing and aligning work with key business objectivesCommunicating value and self-promoting in a meaningful wayBringing joy and optimism to the workplace while maintaining a strong work ethicSeeking environments and people that foster personal growthThe episode highlights the value of understanding different perspectives, aligning with organizational priorities, and consistently delivering impact beyond your immediate role. Michael encourages listeners to embrace discomfort, continue learning, and focus on adding value rather than chasing titles or equity.Guest Bio:Michael Stevens is the VP of Product Marketing at SmartRecruiters, where he's revolutionizing hiring through AI-powered software. With a career spanning from SDR to executive leadership, Michael has worked across various revenue functions, including sales, customer success, and operations. His journey showcases the power of strategic thinking, cross-functional collaboration, and continuous personal growth in building a successful career in the tech industry.
Transcribe →Getting leadership to actually listen to a perspective from a product leader - Elvis Ha : 8
Mar 19, 202500:37:52Tap to summarizeIn this episode of Accidental Salesforce Admins, host Robert Sur welcomes Elvis Ha, VP of Product at Paradox, to discuss strategies for securing leadership support and resources for vital projects. They dive into common challenges faced by accidental admins and product managers, offer insights on communicating value to different stakeholders, and share tips on learning from rejections.Best Moments:(00:59) The frustration of not getting resources for critical systems improvements(01:40) Introduction of guest Elvis Ha and his background in product management(02:32) Elvis’s approach to getting leadership buy-in for important projects(08:33) Example of successfully pitching a technical infrastructure project(16:41) Advice for accidental admins on gaining leadership attention(20:39) Three tasks for understanding stakeholders better(27:14) Dealing with rejected proposals and learning from failures(34:24) The connection between neuroscience, AI, and product developmentGuest Bio:Elvis Ha is the VP of Product at Paradox, where he builds AI-driven hiring solutions. With over a decade of experience in product management, Elvis has worked in organizations ranging from startups to public companies. His background in neuroscience and psychology informs his approach to product development, especially in AI and user experience.
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