Mark Hatten Email & Phone Number

Lincoln, Ne, Us

Responsible for the overall business and executive relationship with Dayforce's enterprise customers. Build trusted advisor relationships with our clients and help them build better teams that achieve more utilizing our Dayforce solution. The Principal, Customer Success is outcome-focused and driven to help achieve client success, measured by retention, customer advocacy, feature adoption, and account expansions.Quarterbacks the strategic planning, managing, and measuring the ongoing success of our client base via on-site business reviews, product roadmap presentations, customer community events, and overall advocacy on behalf of the client.

Responsible for the overall business and executive relationship with Ceridian’s Dayforce customers. Build trusted advisor relationships with our clients and help them build better teams that achieve more utilizing our Dayforce solution. The Client Relationship Executive is outcome-focused and driven to help achieve client success, measured by retention, customer advocacy, feature adoption, and account expansions.Quarterbacks the strategic planning, managing, and measuring the ongoing success of our client base via on-site business reviews, product roadmap presentations, customer community events, and overall advocacy on behalf of the client.

Own the success and relationship of my client partners, representing all IBM Watson Talent SaaS offerings, which includes applicant tracking (BrassRing), assessments, Watson Talent apps, and all survey offerings. Responsible for the successful delivery of all projects. Focus includes client success strategy, account renewal, business reviews, NPS, SaaS technology configuration and training, project escalations, and account expansions.Accomplishments:• Current portfolio focused on key accounts with over $3.5M annual contract values• Qualified over $600,000 in additional scope/upsell opportunities (average per year)• Managed $2.9M Survey contracts through survey offering end date• Advocacy in Action - Ace in the Hole Award recipient• Received two “Put The Client First” leadership awards• Achieved 90% renewal rate• 2019 Regional User Groups steering committee chair• Represented Client Success Watson Apps offering leadership team• Co-developed Executive Partner Service Model playbook

Manage a large portfolio of projects for companies of all sizes, spanning a wide variety of industries, including 5 of the Fortune 100 and 25 of the top 500 global organizations. Collaborate with cross-functional teams to design solutions for customers. I oversee a client service team comprised of software engineers, quality assurance specialists, and data integrity specialists responsible for designing, implementing, and servicing customers’ survey programs. I also develop strategic relationship with client stakeholders and identify new opportunities for cross-selling and expanding the Smarter Workforce offering to our clients. Partner in sales activities, including on-site presentations and technology demonstrations for potential customers. Received MVP award for upsell revenue of 13.5%, and "Extreme Customer Service" awards.IBM Watson Talent and Kenexa helps companies find and keep the right talent, engage and develop your team, and continuously improve HR operations.

Collaborated with global cross-functional teams to design solutions for clients. Led and managed a team of up to eight (8) project managers, located across multiple offices, responsible for implementing projects in a cloud environment. Partnered in sales activities, including on-site presentations and technology demonstrations for potential customers.Accomplishments:• Managed a large portfolio of projects - approximately $10 million in annual contract value• Portfolio Included five (5) of the Fortune 100 and 25 of the top 500 global organizations• Received “Customer Delight Award” for excellent customer satisfaction scores• Received three "Extreme Customer Service" awards, based on customer recognition

Responsible for leading project teams to deliver solutions to customers using appropriate business measurements and terms and conditions for the project according to the project contract. I gained extensive knowledge in Multi-Rater, Engagement, Exit and Onboarding surveys. I was responsible for managing all project resources, including subcontractors, and for establishing an effective communication plan with the project team and the customer, for managing scope, cost, schedule, and contractual deliverables.Ultimately, I ensured overall client satisfaction through successful implementations leading both internal and external team members. This also includes the accurate and timely delivery of the survey to the client, delivery of the reporting packages and training the client’s representatives on utilizing survey results.Accomplishments:• Managed a portfolio of projects - approximately $3.5 million in annual contract value• Received three "Extreme Customer Service" awards, based on customer recognition

Responsible for leading project teams to deliver solutions to customers using appropriate business measurements and terms and conditions for the project according to the project contract. I gained extensive knowledge in Multi-Rater, Engagement, Exit and Onboarding surveys. I was responsible for managing all project resources, including subcontractors, and for establishing an effective communication plan with the project team and the customer, for managing scope, cost, schedule, and contractual deliverables.Ultimately, I ensured overall client satisfaction through successful implementations leading both internal and external team members. This also includes the accurate and timely delivery of the survey to the client, delivery of the reporting packages and training the client’s representatives on utilizing survey results.Accomplishments:• Managed a portfolio of projects - approximately $3.5 million in annual contract value• Received two "Extreme Customer Service" awards, based on customer recognition

Ma, Marketing, Advertising, And Communcations

Ba, English