Client Manager

DENNIS DEGELMANN

*** ******* *****, ******* *****, IL 60089 I (Mobile) 847-***-**** I ******@*****.***

*** ******* *****, ******* *****, IL 60089 (H) 847-***-**** (C) ***-***-*@*****.***

Professional Summary

Highly motivated, client focused professional with 17 years of experience partnering and adding value to client organizations. I partner with executives across a variety of organizations to leverage SaaS cloud solutions and tools that are accessible, personalized, social, insightful, and built to drive business results. I collaborate with internal functional groups to help clients optimize their ongoing business strategies, real-time analytics, and operational efficiencies, while connecting to anyone, from anywhere, on any device. My passion for customer success translates into increased customer satisfaction, utilization/adoption, account growth and retention.

Skills

Strategic Planning Team Development

Account Management Implementations

Leadership Negotiating

Process Evaluation Project Management

SaaS solutions

Contract Renewals

Process Improvement

Work History

Client Executive 7/2016 – 4/2017

Collaborative Solutions, LLC

Developed/Planned client roadmapping strategies to effectively position consulting and post production support services for Workday HR and Financial solutions

Established trusted stakeholder relationships on large enterprise clients including Motorola, Mastercard, ConAgra Foods, Finish Line, Illinois Tool Works and Lifetime Fitness

Cultivated mutually beneficial relationships across Workday teams and developed in-person relationships with all in-region field offices

Collaborated with Delivery & Legal teams to scope, develop, deliver consulting solutions

Managed concurrent deal cycles, while maintaining accurate and timely customer pipeline and forecast data

Provided ongoing support for marketing activities and events

Principal HCM Customer Success Manager 1/2015 – 7/2016

Oracle – Chicago, IL

Overall Account Management responsibilities for full suite of HCM SaaS cloud solutions including Core HCM/Recruiting/Compensation/Talent/Learning/Financials.

Responsible for building trusted, high value, and productive long term executive client relationships for enterprise clients including: United Airlines, Southern Wine & Spirits, Publicis, Assurant, and BCBS MI.

Ensured retention by driving client adoption/utilization and aligning HCM cloud based solutions with clients’ strategic roadmap.

Drove client utilization of data analytics/scoreboards to reduce risk and to provide valuable insights into clients’ organizational profile.

Consistently reduced risk & product churn, secured renewals, while expanding account revenues.

Coordinated scoping on consulting work for ongoing client projects & product expansion opportunities.

Increased solution effectiveness, by facilitating optimizations, delivering best practices, and streamlining workflows/business processes.

Facilitated quarterly/annual business reviews with executive stakeholders to reinforce value proposition and continuously realign with ongoing business strategies and goals.

Monitored quarterly NPS survey scores and initiated action plans to exceed expectations/deliverables.

Engaged and leveraged internal functional teams to resolve escalations, ensure client satisfaction, and secure referenceability

Sr. Account Manager 6/2014 – 1/2015 WL Benefits Group, Inc.

Provide executive advocacy and establish trusting client relationships for Healthcare sector clients

Drive positive financial outcomes through utilization, satisfaction, & retention.

Develop, deliver and reinforce value proposition of HR/Benefits solutions.

Engage senior client stakeholders and align overall strategy with business solutions.

Manage scope, budget, timeline, risk for client projects and change controls.

Facilitate client and cross-functional internal meetings to ensure high quality data deliverables.

Lead projects by collaborating with web programmers, data administrators, & product managers.

Deliver onsite business reviews and account analysis to drive client retention and growth.

Ongoing data analysis and management to ensure quality deliverables.

Partner with brokers and TPA’s (Wellness, H&W, Voluntary Life) to deliver quality solutions.

Execute client contracts and monitor service level agreements.

Develop and contribute to ongoing process improvement initiatives.

Provide direction and support for ongoing client Annual Enrollment and HR initiatives.

Develop and deliver creative client communications for HR events.

Provide product demos for client stakeholders and employee populations.

Relationship Manager 11/2010 to 11/2013

Automatic Data Processing (ADP) – Elk Grove Village, IL

Delivered SaaS Cloud based HR BPO (Payroll/HR/Time/Benefits) business partnership by building trust with my client’s key decision makers to drive client satisfaction, retention, renewals, and business growth. Client retention for FY 2013 was 100%.

Responsible for overall HR BPO client relationship from point of sale through client's contracted life cycle.

Facilitated team meetings to track ongoing projects and ensure quality client deliverables.

Conducted functional business analysis to capture business requirements and assess the client's organizational structure, strategic direction, and operational processes.

Created client strategic action plans and scorecard analytics, to ensure data utilized to reduce risk and transform client processes.

Conducted onsite and virtual product launch presentations to client population.

Managed client stakeholders to ensure contract agreement, project engagement, and timeliness of completion.

Collaborated with internal management partners (Operations, Implementation, IT) to mitigate risk and resolve escalated client service issues or conflicts.

Conducted annual account reviews to reinforce value of partnership, review Business Intelligence scorecards, establish new goals/benchmarks, and negotiate/renew contracts.

Responsible for managing changes to Health Care Reform and upselling additional ADP product solutions.

Responsible for leading and managing ongoing client projects as needed (scope, resources, budget, timeline) and ensuring high quality of client SLA’s.

Manager, Service Delivery 4/2009 to 11/2010

Automatic Data Processing (ADP) – Elk Grove Village, IL

Directly managed a team of 12 Project Managers servicing 80 enterprise clients with over $65 million in annual revenue, for web based benefit enrollment systems and ongoing projects.

Exceeded operational and financial goals while managing this high functioning team.

Provided management support to team with resource negotiation, budgets, and timeline commitments.

Responsible for assigning projects and balancing team resources.

Collaborated with other functional group leadership to resolve project conflicts and meet client SLA’s.

Continuous Partnership with cross functional groups to assess, identify and create process improvement initiatives and documentation.

Managed ongoing employee performance, satisfaction, retention and career development.

Recruited, developed, and retained high performing team.

Project Manager 7/2005 to 4/2009

Automatic Data Processing (ADP) – Elk Grove Village, IL

Managed clients totaling over $12 million in annual revenue.

Partnered with client HR executives to support ongoing HR strategies, compliance, and overall web functionality.

Responsible for managing very aggressive timelines and delivery of online annual enrollment benefits program for over 70,000 employees.

Managed configuration, customization, and custom updates for enterprise client accounts on ADP's Health and Welfare Administration platform for large, multi-national companies such as Chevron, IKEA, Warner Music, Air Tran, and Mercedes Benz.

Team lead for implementing, updating, migrating data for Subimo/WebMD wellness & modeling tool.

Managed ongoing client projects utilizing PMI‘s standard principles including risk analysis, scope, cost analysis, testing, and timeline negotiations.

Managed project work of cross-functional teams including web programmers, systems analysts, database administrators, and testing team for ongoing customizations and updates to business requirements.

Managed projects for configuration changes, system upgrades, and platform migrations.

Consultant 7/2004 to 1/2005

PeopleScout – Chicago, IL

Consulted with client HR staffing executives and provided strategic hiring solutions, which reduced time to hire and increased quality of new hires based on established metrics.

Managed client accounts with high volume recruitment needs and worked to provide a standardized approach to their recruitment process.

Leveraged web-based technology to streamline and improve efficiencies, reducing cost per hire, turnover, and time to fill.

Client Manager 2/2003 to 5/2004

Uniprise (UnitedHealth Group) – Schaumburg, IL

Directed internal resource team to support and negotiate renewals, ongoing client enhancements and issue resolutions.

Achieved 100% retention for strategic, large enterprise national accounts, managing revenue

Provided benefit consultation for renewals including, HR strategies, product development, and cost control initiatives.

Consulted and implemented a disease management program for a large scale client, intended to deliver higher quality care to employees and decrease future costs for benefit spending.

Client Analyst 11/2000 to 2/2003

United Healthcare – Schaumburg, IL

Consulted with clients on complex healthcare plan designs and HR strategies.

Successfully launched new business implementations, change controls, and contract renewals.

Liaison across internal team for ongoing client changes, issue resolutions and process improvements.

Coordinated project scope, resources, budget, and timeline for ongoing client projects.

Drove ongoing process improvements to reduce risk and increase system effectiveness.

Education

Bachelor of Arts: Psychology 1995

Roosevelt University - Chicago, IL

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