Customer Success Manager

S U M M A R Y

Accomplishment oriented client relationship manager with a track record of ensuring quality implementation, effective use of and customer satisfaction with business software tools and services. Partners with business and technical teams to help companies strengthen and streamline processes to support key services for employees. Proven ability to grow customer adoption of added software features post-implementation providing exponential growth in revenue.

Core Competencies / Specialties:

Complex problem solver

Service delivery

Workday HCM Suite

Strategic account management

Relationship management

People   Management

Client retention   Mentorship

E X P E R I E N C E

Software Value Added Reseller 2022 –Present

Senior Enablement Manager

Guiding implementation and support of Workday solutions to gather data-driven insights and personalized benefits management for a leading cloud-based human capital technology and services provider for many of the world’s largest organizations. This is the Workday Premier Partner for payroll and professional services

• Collaborate with Project Managers and technical teams to make sure software is implemented to meet client needs and increase productivity

• Currently managing multiple clients helping them maximize use of features and expand software usage resulting in increased revenue by $2M with 100% client retention and $10M in operating costs

• Oversaw complex implementation and ongoing support for a multinational manufacturing company migrating to full Workday solution with HCM, payroll, time-tracking and compensation modules

ADP Comprehensive Services 2017 – 2022

Team Lead

Leader and relationship manager overseeing a multi-million dollar book of business for a comprehensive global provider of cloud-based human capital management (HCM) solutions

• Account Manager leading a 10 person team managing client relationships, delivering quarterly business reviews

• Gathered requirements, managed implementations, delivered data insights on performance, trends and support for clients with up to $7M in operating costs

• Trained team members to understand new products and provide client support

• Managed 10 to 12 client relationships to resolve problems and add use of features to increase ADP revenue by $2M in sales

• Featured in an ADP promotional video showcasing the company’s approach to solving client problems through robust relationship management. Selected for record and reputation as a model relationship manager.

Paypro Corporation 2014 - 2017

Client Services Manager

Managed a staff of 5 Support Reps providing services and support for private label implementation and customization of Kronos HCM software suite

• Guided implementations, customization and support of HCM client software for companies of up to 10,000 employees and $10M operating costs

• Helped design software for open enrollment for employee benefit choices, including process and flow charting with ACA implementations; managed benefits open enrollments for all broker clients ($5M)

• Conducted presentations to clients; sold $5M in benefits packages helping to increaserevenue

• Promoted 2 staff members from Customer Service Representative to Manager

E D U C A T I O N

• B.A. in Communications, Dean's List- King's College , Wilkes-Barre, PA

CERTIFICATIONS

• Workday- Project Management Certified

• ADP- Data Analytics Master Certified

• ADP- Human Capital Management Training and Certification

• Kronos Project Management Certified

• Dale Carnegie- Client Service Management Training and Certification