Patty Santillo

Experience

• 

  Siemens Healthcare

  Jan 1996 - Jan 1998

  Admin Asst
• 

  CBOE

  May 1998 - Jun 2000

  Human Resource Generalist
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  Nikki Tiek Associates

  Jun 2000 - Oct 2000

  Contract Human Resource Generalist
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  Accord Group

  Jan 2001 - Apr 2003

  Contract Recruiter Home Depot
• 

  Tropical Sportswear Intl Corp

  Jul 2002 - Apr 2003

  Talent Acquisition Manager
• 

  TriNet (Formerly known as Gevity)

  Apr 2003 - Sept 2003

  Human Resource Consultant
• 

  Gevity

  Apr 2003 - Sept 2010

  Human Resource Consultant
• 

  Colonial Life

  Oct 2009 - Jan 2011

  Business Development Manager
• 

  Excalibur Financial Group

  Dec 2009 - Sept 2010

  Sr Account Manager
• 

  Oasis Outsourcing HR, Inc.

  Jul 2011 - Jul 2013

  Human Resources Implementation Manager

  Implemented HR administration and development, employee benefit plan management, full-service payroll administration, and staffing and recruitment services to over 50 companies, some key accounts include but not limited to Tampa Electric Company, Toyota, Sage, Jabil Manufacturing, Key implementation responsibilities include,• Worked with sales team to align client needs with the firm’s catalog of products/services to ensure comprehensive coverage of needs while seeking opportunities for enhanced revenue development and account penetration in assigned territory.• Successfully on-boarded new clients while guaranteeing new client satisfaction and resolving issues during on-boarding process.• Strategized and analyzed client’s benefit administration practices to achieve cost savings while still providing a competitive package to attract and retain Human Capital. Value-added selling of Paychex strategic human capital services.• Provided training to client managers and employees on various topics relating to employee relations such as harassment and stages of the employee life cycle. Show less

• 

  SAP SuccessFactors

  Jul 2013 - now

  Onboarded new team members and continued to support, mentor, and make recommendation on their development. Participated in and spearheaded team meetings and supported leadership with driving customer adoption, retention, and expansion. Assisted with managing the South Market customer portfolio and served as vital member of the CSP leadership team to aid with revenue growth and reduce churn.• Proposed and presented healthier processes for growing business and introduced concepts on how to build and strengthen relationships with customers. Advocated for special customer needs and resolved challenging customer issues.• Engaged with the multiple VAT members (Sales, Support and Services Delivery) to ensure adoption and consumption of all SAP Cloud Solutions.• Assisted the South Market with establishing and maintaining customer profiles to prevent customer churn. • Strategic partner during quarterly planning meeting for South Market Unit and prepared and communicated detailed information back to the market unit teams.• Visited clients with team members that were being mentored/coached, while continued to support my Preferred Success Customer portfolio.• Trained and coached South Market CMS’s on how and when to deliver Relationship Assessments, Outcome Success Plans, and Customer Journey Maps. Monitored the South Market Units Account Management reports and organized and held monthly Totango update sessions. • Orchestrated and kickoff the SAP CSS HCM SuccessFactors Oklahoma, Georgia, and Florida customer user’s groups. Organized quarterly Steerco and Customer Chair Committees for future user group events. Show less Managed key customer milestones throughout the customer lifecycle, driving the end-to-end (E2E) customer journey, from discovery to value realization, focusing on adoption and consumption. Served as the strategic point of contact for the customers to leverage appropriate resources across SAP lines of business. • Worked with customers and implementation partners in parallel to set up support, collaboration, and governance as per SAP’s best practices. • Detected renewal accounts and notified the VAT to send quotes out in a timely manner consolidating where appropriate and seek opportunities to upsell. Successfully achieved 100 percent Preferred Success renewals for over 5 years which included an increase in overall ACV. • Maintained a strong reputation for efficiency and accuracy, receiving numerous accolades from NPS surveys. • Collaborated with internal technical teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips and other actions that improve the product. • Planned and managed the delivery of relevant proactive support targeted success checks and enablement offerings as part of the support engagement plan. • Provided Quarterly Release Review session to support customer in developing an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption.• Presented and explained features and benefits of the product line as it relates to customer needs. Met customer expectations by anticipating and resolving their issues. Show less Supported Platinum Level customer core HR lifecycle within the SAP SuccessFactors suite. Worked directly with customers to guide them through their business journey with our solutions. Strived to increase customer satisfaction, retention, renewals, references and upsells for Cloud products. • Develop a trusted relationship with key stakeholders and C level decision makers, understand and respond to customer needs, and track account activity. Act as an escalation lead and advocate for critical customer issues by collaborating with other departments as required. • Primary consultant and subject matter expert for the HCM suite of tools for assigned customer base. Responsible for providing recommendations for strategic planning and process improvements, troubleshooting, consulting, and enhancing the customer experience by guiding customers through the applicable functionality, product release notes, system fixes and enhancements. • Collaborate with internal technical teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips and other actions on the customer’s behalf. • Facilitate weekly case reviews with assigned customer base. Discuss and present in-depth Release Review and software feature for all assigned customers. Show less

  • CSS South Market Team Lead

    Aug 2022 - now

  • Senior Customer Success Manager

    Jul 2019 - Aug 2022

  • Customer Success Manager -Platinum High Touch

    Jul 2013 - Dec 2019
• 

  SAP

  Oct 2018 - Jan 2023

  Learning Facilitator

  Implement the learning culture for internal employees. Build a global Sales Learning extended faculty team of internal trainers, facilitators, coachers with members in all regions. Leverage unique knowledge, best practices, competencies and culture to full extent. Deliver the globally designed programs in every region and in various languages. Offer new career and development opportunities to employees. Cost efficient, flexible and scalable enablement delivery model