When 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 askin...
Jun 18, 2025•35 min•Season 1Ep. 16
Too 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...
May 21, 2025•24 min•Season 1Ep. 15
Boardrooms 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...
May 14, 2025•25 min•Season 1Ep. 14
Ever 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-func...
Apr 23, 2025•8 min•Season 1Ep. 13
In 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 fa...
Apr 16, 2025•48 min•Season 1Ep. 12
You 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 har...
Apr 09, 2025•9 min•Season 1Ep. 11
In 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 leader...
Apr 02, 2025•13 min•Season 1Ep. 10
In 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...
Mar 26, 2025•37 min•Season 1Ep. 9
In 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) Intr...
Mar 19, 2025•38 min•Season 1Ep. 8
In this episode of Accidental Salesforce Admins , host Robert Sur shares how he transitioned from a frustrated Salesforce admin—struggling to get sales reps to enter data—to a strategic leader who effectively drives change. He explores the turning point in his approach and how understanding, alignment, and team-focused strategies can replace forceful reminders. Best Moments: (00:59) The frustration of seeing a problem but facing resistance to change (02:13) Struggling to get sales reps to enter ...
Mar 12, 2025•13 min•Season 1Ep. 7
In this episode of Accidental Salesforce Admins , host Robert Sur dives deep into the concept of rhythms in team management and leadership, focusing on Salesforce administrators who have found themselves in their roles unexpectedly. He explains how mastering these rhythms can transform a reactive problem-solver into a strategic leader, and why it's essential for Salesforce admins to adapt their approach to leadership for greater success. Best Moments: (00:01:05) Introduction to the rhythms lens ...
Mar 05, 2025•15 min•Season 1Ep. 6
In this episode of Accidental Salesforce Admins , host Robert Sur explores the capabilities lens of the Deep Five framework. He dives into the challenges organizations face when they underestimate the effort required to support and scale their Salesforce systems. Robert shares strategies for evaluating team capabilities, avoiding costly missteps, and building a sustainable operating model for long-term success. Best Moments: (00:42) Introduction to the capabilities lens of the Deep Five framewor...
Feb 26, 2025•10 min•Season 1Ep. 5
In this episode of Accidental Salesforce Admins , host Robert Sur dives into the technology lens of the DeepFy framework. He discusses how accidental Salesforce admins can use their unique perspective to make better decisions, align with stakeholders, and drive meaningful change. Robert shares strategies for balancing speed and sustainability, shifting from a "we can't" mindset to a "here’s how" approach, and effectively communicating complex technical concepts to non-technical stakeholders. Bes...
Feb 19, 2025•10 min•Season 1Ep. 4
In this episode of Accidental Salesforce Admins , host Robert Sur dives into the humans lens of the Deep Five framework, explaining how understanding and harnessing the human factors in system management can lead to more effective Salesforce projects. Robert shares key strategies to align priorities, perspectives, and processes, ensuring that system implementations truly work for the people using them. Best Moments: (00:42) Introduction to the "humans lens" of the Deep Five framework (01:26) The...
Feb 05, 2025•17 min•Season 1Ep. 3
In this episode of Accidental Salesforce Admins , host Robert Sur introduces the outcomes lens from the Deep Five framework, highlighting its importance in transforming how accidental Salesforce admins approach their work. Robert explains how focusing on outcomes, rather than solutions, can help Salesforce admins deliver real value and drive success in their organizations. Best Moments: (00:42) Introduction to the outcomes lens of the Deep Five framework (01:46) Explanation of what the outcomes ...
Feb 05, 2025•11 min•Season 1Ep. 2
In this episode of Accidental Salesforce Admins , host Robert Sur introduces the Deep Five framework, a powerful mental model designed to help Salesforce admins and change-makers align priorities, perspectives, and processes within their organizations. Robert dives into how combining five distinct lenses—outcomes, humans, technology, capabilities, and rhythms—can create a culture of success and drive impactful change. Best Moments: (00:42) Introduction to the concept that most technical challeng...
Feb 05, 2025•23 min•Season 1Ep. 1
Meet the go-to problem solvers, the accidental Salesforce admins who make change happen. In this trailer for Accidental Salesforce Admin , host Robert Sur , Co-founder & CEO of Delegate , introduces the D5 framework —a simple yet powerful mental model for creating clarity, aligning priorities, and driving impactful results. If you’ve ever struggled with competing priorities, misaligned teams, or tech challenges, this podcast is for you. Subscribe now to explore how to lead through complexity...
Jan 29, 2025•3 min
