Client Success Senior Implementation

Todd S. Varnell

San Jose, CA 408-***-**** *************@*****.***

Senior Implementation and Client Success Leader

Results-driven Senior Implementation and Client Success Leader with extensive progressive experience in SaaS and HCM deployment, client relationship management, and enterprise software strategy. Expert in leading cross-functional global teams through full-cycle implementation projects for Fortune 1000 clients, driving client satisfaction, operational efficiency, and revenue growth. Proven ability to align software delivery models with complex business objectives, build high-performing teams, and scale client success programs. Recognized for excellence in stakeholder engagement, governance facilitation, and mentoring emerging leaders.

Key Skills

Senior Management Client Support Client Success & Retention SaaS Implementation & Delivery Cross-Functional Team Leadership Revenue Growth & Portfolio Management Stakeholder Engagement Agile & Waterfall Methodologies Strategic Planning & Execution Salesforce & CRM Optimization Change Management & Enablement.

Professional Experience

ADP, LLC - National Accounts Services, Pleasanton, CA 2014 – Aug 2025

Senior Manager, NAS Implementation

Led enterprise-scale HCM software implementations for Fortune 1000 clients, achieving a 95% on-time delivery rate and leveraging deep enterprise implementation expertise.

Delivered $2M+ in annual revenue through seamless HCM SaaS implementation and high client retention.

Directed end-to-end implementation lifecycle, from scoping to post-launch support, consistently achieving on-time and on-budget targets.

Chaired executive governance via Steering Committee leadership, maintaining transparency, senior stakeholder alignment, and accelerating key decisions.

Acted as primary escalation point for critical issues, restoring 98% client satisfaction by ensuring prompt resolutions with a strong focus on compliance.

Mentored and developed high-performing project teams, including Implementation Consultants and Project Managers, across multiple global platforms.

Developed and delivered comprehensive product content and sales enablement materials, resulting in a 25% increase in client engagement and a 15% boost in satisfaction.

Spearheaded standardization of implementation methodologies to increase scalability and quality.

Optimized project timelines and resource allocation to meet 90% of on-budget, on-time deliverables, demonstrating effective implementation and change control management.

Collaborated cross-functionally with Sales, Product, and Support teams to drive delivery readiness and seamless client onboarding.

Led cross-functional Global teams of 10+ members to deliver complex HCM SaaS implementation projects, resulting in a 22% increase in operational efficiency and a 17% improvement in client satisfaction by standardizing implementation methodologies and optimizing resource allocation.

Analyzed client interaction data via Salesforce to improve engagement strategies and elevate satisfaction metrics.

Todd S Varnell *************@*****.*** Page 2

ADP, LLC - Major Accounts Services, Milpitas, CA 2004 - 2014

Implementation Manager II

Directed cross-functional teams for payroll, human resources, time, and tax product implementations, delivering projects 25% faster through structured implementation practices.

Managed remote teams of up to 15 associates, delivering HCM solutions including PayeXpert, PC Payroll for Windows, and Full Level Tax Service.

Supported ancillary feature implementations (e.g., benefits, HR, reporting tools) that enhanced long-term client adoption.

Implemented process improvements that increased compliance with payroll and tax systems.

Elevated client satisfaction scores across complex product rollouts.

Managed career development for teams, improving retention by 15% through structured performance reviews and targeted project management.

Dana Software, Inc., San Jose, CA 2002 - 2004

Professional Services Manager/Customer Support Manager/QA Lead

Entrepreneurial-minded professional with hands-on experience in high-growth startup environments.

Led client training, solution design, testing, and post-sales support.

Directed a QA team to ensure data integrity and application usability.

Created scalable processes for issue resolution, testing, and implementation support.

Skilled at wearing multiple hats, modifying product to fit unique client requirements, and thriving under ambiguity and rapid change.

Education

Bachelors of Science, BS, Information Technology, University of Phoenix

Associates of Applied Science, AAS, Computer Technology, Heald College

Technical Skills

HCM Platforms CRM & ERP Tools Microsoft Project Microsoft Teams Smart Sheets Salesforce

Visio Agile/Waterfall Methodologies Generative AI (ChatGPT, Stable Diffusion)

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