Ashley Casey Email and Phone Number

Manager of Implementation Team

Customer Success Managers work directly with customers to enhance their overall user experience with CareerBuilder products. The Customer Success Manager is responsible for overall customer well being by providing return on their investment, end user training, monitoring usage and adoption and being the clients trusted adviser.• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.• Deliver customized learning for all customers.• Acting as a liaison between customer support, development, product team and sales leadership.• Conduct quarterly executive business reviews with C-suite, including performance reporting, traffic trends and optimizing the products and best practices. • Manage a portfolio of customers to drive greater business value and ensuring our customer’s investment is being optimally leveraged. Partner with Sales Executive to leverage all leads and growth opportunities.

• Coordinates tasks throughout the Client’s life cycle while maximizing the client relationship at all levels and providing a unified client experience.• Managing client inquires to ensure prompt distribution and timely resolution of all client requests.• Coach and develop individual team members during regular 1:1 sessions.• Partners with internal team members to meet client service level agreement.• Enhanced understanding and implementation of Business Units strategic goals. Oversee the use of standard process workflows by team• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods• Evaluate associates on performance and complete annual performance appraisals.• Work in collaboration with associate to establish Individual Development Plans• Supports, directs and implements the overall strategy for servicing and supporting their assigned market segment• Leads and inspires a highly virtual and matrix-managed organization including developing, implementing and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units• Perform Recruitment and interview process for candidates to fill openings within the business unit

• Provide accountability for executing the project management methodology post implementation for all assigned Clients spanning multiple products and business units. • Collaborate and consult with client and project teams to manage the project scope and overall client experience after the client has transitioned to service. • Coordinates tasks throughout the Client’s life cycle while maximizing the client relationship at all levels and providing a unified client experience.• Drives the successful & seamless transition from the implementation phase to the ongoing service phase specifically for open projects and new projects identified. Responsible to build a strong relationship with the Client’s executive team and vendor management resources. • Ensures a thorough review of all open items and ‘owners’ are identified and held accountable for their deliverables. Responsible to meet agreed upon goals and strategic initiatives. Responsible for achieving key performance indicators and service level metrics. • Influences and manages the collective performance of the Service Team members which may span multiple business units (i.e. Retirement Services, FSA/COBRA, Concur, 3rd-party vendors, etc.)• Adheres to project management methodology standards, tools and processes.

•Provide application support, including Pay eXpert, HRB, ezLM, GL infolink, ADP Reporting and Portal, to users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.•Work closely with internal technical support, various production departments and additional ADP Service hubs to obtain a satisfactory resolution.•Continually upgrading knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.•Communicate timely and effectively with clients via conference calls, emails and incoming calls.•Work directly with “at risk” clients to gain trust and ensure satisfaction with ADP services.•Managed all client emails, escalations and faxes during Year End. •Arranged and attended client visit to observe strategic business plans and operating goals. •Mentored to new Payroll Consultant recently out of training, providing support and a solid foundationto grow and develop their skills.•Provides Stellar Service to every client

• Managed all daily reports and forms.• Recruited, Hired, supervised, scheduled, and motivated a staff of 20 employee’s.• Managed inventory of all products• Organized and executed the store meetings and training sessions.