Engaging large and medium sized clients in all market verticals offering HCM implementation project/program management, pre-sales support and consultation. Created our Readiness Assessment program designed to fully vet a client’s ability to conduct a successful HCM implementation.

Senior leader, managing a large practice providing HCM implementation and training services to a diverse market vertical base of clients. Leveraging PMBOK project manage principles, directing team’s management of customer requirements/expectations of multiple products ensuring customer engagement success. Full P&L responsibility of practice financials and goals. Managing day-to-day activities of an effective and efficient services division demonstrating the highest degree of professionalism and customer service, ensuring that all KPIs and service level agreements are met or exceeded.Identifying, designing and implementing creative business solutions to continually improve RCM’s methodology and approach. Responsible for driving business development, both by expanding and growing existing accounts and pursuing new client opportunities. Maintaining business terms for engagement contracts and driving negotiations.Creating and delivering presentations on technical concepts, project work plans, delivery approach, milestones, and results to client stakeholders.

Serving as people manager over four cross functional teams and more than 50 associates using lean and agile best practices to deliver and continuously improve client experiences across platforms. Responsible for initiating and establishing program structure and enabling operational readiness in a highly matrixed environment. Notable achievements include:• Moved and managed intact teams of client support and project service professionals from ADP as a result of the divestiture to WageWorks in 2016 involving over 11K clients• Critical involvement through all acquisition activities/work streams resulting in the positive merging of cultures• Translated company strategic vision/direction into short and long term goals, balancing operational and financial objectives with customer needs. Tight coordination with Sales, Implementation and Legal teams insured a holistic approach to client satisfaction• Utilizing relationship building, influence and collaborative skills to form and maintain highly engaged teams while providing day-to-day leadership, support and guidance maintaining low regrettable loss• Led operational readiness to support minimum product and process gaps and flows, created remediation plans, partnered with Product Marketing and Dev. Coordinated resources to address known deficiencies• Client contract negotiation and creation, mentoring team members• Present key accomplishments and challenges, client issue resolution progress, customer feedback and insights to Executive leadership. Coordinated and prepared monthly status dashboards and deliverables• Directing, defining and establishing processes and tactical plans, partnering with other senior leaders ensuring successful coordination/collaboration for a seamless customer experience• Monitored and developed reporting for internal/external clients. Provided oversight and contributed to the development of KPI’s• Proficient at client relationship and RFP on-site and virtual presentations

Similar to my current position, managed client services and project services teams, ensuring Stellar Service to ADP clientsdeveloping executive relationships and customer retention. Developing/coaching associate talent, operational initiatives, and cross-functional projects along with driving financial and other critical business metrics.Key accomplishments included:• As a result of reduced staffing requirements, restructured support teams to better align responsibilities and associate skill sets resulting in improved associate engagement, streamlined processes, and improved client experience• Established standard operating procedures to ensure regulatory compliance and consistent practices that strengthened and increased external customer audit results. • Requested regularly to present to key customers, prospects, and internal teams. Sought out for subject matter expertise and issue resolution• Provided expert instruction, coaching and mentorship to team members that improved operational efficiency and promoted a culture of professional excellence and associate engagement• Developed KPIs. Consistently met or exceeded annual performance guarantees

Key responsibilities included:• Developing and enhancing strategic business partnerships with ADP’s client key executive decision makers • Ensuring a complete understanding of clients’ business objectives and requirements, proactively demonstrate and deliver increased value through the life of the client relationship, introduce new products and services, and enhance the service promise and overall client satisfaction• Conduct executive business reviews with assigned clients at all levels in key functional areas serving as client champion/advocate• Provided strategic direction to internal/cross-region service delivery teams, managed and negotiated pricing and lead client contract renewal negotiations and finalizations. Partnered with Sales to identify additional business opportunities to close new and add-on business

Key Responsibilities included:• Managed a team of executive Relationship Managers providing both strategic and tactical account management to ADP’s largest, most complex and challenging clients. My team acted as the key ADP contact for the client’s decision maker and/or the senior executive responsible for the ADP relationship• Reported to the VP of Client Services, and to the DVP of NAS Relationship Management as the business unit’s representative to the ADP Relationship Management Executive group. • RM client survey/scorecards were consistently rated higher than most of the other division groups• Oversaw the selection process of new tools that were made available to the RM team• Served as a member of the ADP Client Meeting of the Minds taskforce, coordinating many efforts in this critical annual event• Mentored direct reports on contract creation/negotiation, client interaction, and moving easily between both strategic and tactical roles.

• Over 20 years as Program/Engagement Manager, Project Manager supervising implementations for both very small and very large (> $1M in setup) companies, managing resources for over 30 concurrent projects with matrixed pool of over 30 resources along with budget creation and adherence both to setup and other revenue requirements• Highly experienced in implementing Time and Labor software solutions, including ADP’s eTime (rebranded Kronos), interfacing with all ADP HR/Benefit solutions as well as many others (i.e. SAP, Magellan, WorkDay, Ultimate Software Group, Ceridian, Oracle and others• Provided accurate forecasting, resource utilization, escalations, identify/mitigating risks and resource performance reviews, always with an eye to completing projects on time and on budget. • Successfully partnered with sales, client services and development (both internal to ADP and to Kronos) ensuring all were properly involved as needed along with regular updates along with developing processes and tools• Heavily involved in the creation and refinement of many processes benefitting both ADP and clients, constantly streamlining the implementation and meeting quality objectives while producing reference-able clients• Mentored, coached/counseled subordinates and peers in project management skills, client facing skills and other internal processes and procedures. Actively recruited and hired high performing staff members, retaining quality ADP resources, along with disciplinary actions when appropriate