Michael Paez work email
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Michael Paez personal email
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I am a proactive senior-level professional with a proven ability to cultivate meaningful relationships and identify new opportunities that facilitate Customer Success. My expertise lies in implementing and managing mature governance models, exceeding account financial and customer satisfaction metrics, and developing high-performing sales and delivery teams. I drive customer success through tangible business outcomes and position myself as a trusted advisor across various industries, including Human Resources, Finance & Accounting (F&A), Customer Experience (CX), and IT services for both domestic and global strategic clients.With strong multicultural skills and hands-on experience, I excel in accelerating business development, enhancing customer retention, and designing and implementing innovative solutions in major global markets. As a respected leader, I effectively mentor and guide geographically distributed teams to achieve results on time, within scope, and with measurable success.Core Competencies:-Extensive expertise in managing strategic accounts and nurturing relationships in Business Process Outsourcing (BPO/S) and IT services engagements; owning and exceeding Revenue, P&L, Account Growth and Customer Satisfaction measures.-Proficient in Human Resources (Hire to Retire), CX (Call Centers), F&A BPO, and IT services, including managed services for infrastructure and Application Management Services (AMS) for both transformative and legacy technologies.-Skilled in establishing and expanding client relationships through consultative sales and business development as a trusted partner.-Committed to helping clients rethink their approach to digital transformation, process optimization, and skills.-Experienced in partnering with vendors to explore innovative solutions that exceed client expectations and uncover additional opportunities.-Proven track record in hiring, developing, and leading global high-performance teams within a matrixed, global organizational structure.From consulting to managed services, my teams and I consistently 'earn the right' to do business by 'delivering on our promises,' fostering partnerships that drive mutual growth and success.
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Client Services ExecutiveDeelFlorida, United States -
Director, Client PartnerFreelance Jun 2023 - PresentOpen to new opportunities that can leverage my background and experience adding value to your clients and organizations success.
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Director, Client PartnerKyndryl Nov 2021 - May 2023New York City, New York, UsI partnered with our strategic Energy Utilities client, along with alliance partners, delivery, and sales teams, to thoroughly understand client needs and effectively sell and deliver tailored solutions. I took ownership of revenue, profit and loss (P&L), customer satisfaction (C-Sat), and governance across a diverse portfolio of projects focused on current operational environments, future state initiatives, and digital transformation.My team and I consistently exceeded all financial and client satisfaction metrics, significantly enhancing our relationship and delivering exceptional value to our clients' success.I successfully implemented mature governance and financial management processes, establishing a PMO team and robust business controls to collaborate seamlessly with the account management team (including sales, delivery, and alliance partners) during Kyndryl's transition into a new company. -
Director, Business Development ConsultantConduent May 2020 - Nov 2021Florham Park, New Jersey, UsI researched, built and executed marketing plans to both expand current and build new client relationships. I assisted clients throughout the entire employee life cycle within Human Resources, Benefits, and Learning Services. My focus was on understanding their goals, strategies, and challenges, and guiding them toward effective solutions leading to sales generation that aligned with their business and HR objectives. My efforts were dedicated to enhancing client’s financial performance and increasing organizational resilience while driving digital enablement and improving employee experience during the Covid Pandemic. -
Director, Account ManagerConduent Aug 2019 - May 2020Florham Park, New Jersey, UsI owned and cultivated relationships across my named accounts in the BPO space, focusing on Human Resources, Customer Experience, and Finance & Accounting Services. My role involved managing and maximizing revenue, P&L, and contract growth while delivering positive customer satisfaction results and success. I partner with delivery organizations and alliance partners to provide transformative technologies and process optimization that help clients achieve their business goals and success.My focus was on aligning with my clients' business goals and financial objectives, enhancing resilience, improving digital enablement and employee experience, all during the peak of the COVID-19 pandemic.Additionally, I worked closely with Sales Executives to introduce new business development initiatives and liaise with delivery teams to renegotiate and secure contract renewals for HR, CX, and Finance & Accounting services. By understanding client needs and pain points, I recommended effective technical and process solutions with zero investment, successfully renewing multi-year contracts for two clients at the onset of COVID-19.
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Senior Account ExecutiveIbm Sep 1996 - Dec 2016Armonk, New York, Ny, UsI owned IBM’s Business Process and IT Service relationships serving multiple strategic clients in various industries: Travel / Hospitality, Manufacturing & Distribution, Energy, Banking/Financial Services and CPG. I have a proven track record of success in managing the Relationship Customer Success, TCV Revenue, P&L, Account Sales/Growth and Client Satisfaction over 20 years while meeting and exceeding the targets. I leveraged the capabilities and resources of IBM & our partners to ensure high client satisfaction and success, contract expansion, and outstanding service delivery for both Info Tech and Business Process Services (Human Resources, F&A, CX). Activities include:• Managed the Client Relationship, Success and Satisfaction, reference status, and alignment to client business goals and strategy• Build, Manage and Mentor successful global sales and delivery teams• Business Development - Partner with other parts of IBM and 3rd parties to consult, develop, sell and deliver solutions to meet the client needs and strategy; and explore new transformative solutions• Partnered with delivery execs that implemented standards and processes for managing delivery in a complex, integrated global environment - Managed scope within Business Process Outsourcing (HR, F&A, CX) multi-year contracts including AMS & IT Systems infrastructure Managed Services (Incl Hosting, Cloud, Saas) and Call Centers (including KB and telephony) • Utilized Analytics, Design Thinking, Agile, automation (RPA), and Six Sigma to develop new solutions, improve the operation, drive higher quality and financial savings• Successfully negotiated complex contracts and address changes in relationship, expanded scope and / or changes to requirements• Financial Management -Assessments, Roadmap/ Pipeline cadence, scenario modeling• Managed Portfolio of accounts and / or Account Managers as part of an integrated team (today's Client Partner role)
Michael Paez Skills
Michael Paez Education Details
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Regis UniversityMathematics And Computer Science -
Western Connecticut State UniversityFinance And Business Math
Frequently Asked Questions about Michael Paez
What company does Michael Paez work for?
Michael Paez works for Deel
What is Michael Paez's role at the current company?
Michael Paez's current role is Client Services Executive.
What is Michael Paez's email address?
Michael Paez's email address is mi****@****ent.com
What schools did Michael Paez attend?
Michael Paez attended Regis University, Western Connecticut State University.
What skills is Michael Paez known for?
Michael Paez has skills like Outsourcing, Service Delivery, Program Management, Business Process Improvement, Business Process, Management, Vendor Management, It Outsourcing, Governance, Offshoring, Change Management, Global Delivery.
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