Danielle Duncan
Euless,TX
Summary
Results-driven account management professional prepared for next challenging role. Proven track record in cultivating client relationships and driving successful project outcomes. Known for strong collaboration skills and delivering consistent, impactful results. Highly skilled in strategic planning and client communication, with reliable and adaptable approach to changing business needs.
Overview
13
13
years of professional experience
Work History
Senior Account Manager
MyBasePay
Remote
06.2025 - Current
- Hired as first and sole Account Manager at company to lead client relationship management to grow customer business and enhancing satisfaction and retention rates.
- Developed strategic account plans, aligning services with client goals and industry trends.
- Coordinated cross-functional teams to ensure seamless project execution and timely delivery.
- Analyzed market data to identify growth opportunities and optimize service offerings.
- Established performance metrics to assess account health and inform decision-making processes.
- Facilitated regular client meetings to review progress, address concerns, and strengthen partnerships.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Provided extensive support in sales, technical and business areas to key accounts.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Leveraged industry knowledge to provide expert guidance on pricing, promotions, and product offerings for clients'' specific needs.
- Regularly updated sales forecasts based upon current pipeline status/anticipated deal closures, allowing for accurate resource allocation/planning within the organization.
- Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Negotiated favorable contract terms with suppliers/vendors on behalf of clients while maintaining strong relationships with them at the same time.
Relationship Manager
IntelliCentrics
Flower Mound, TX
12.2020 - Current
- Lead Relationship Manager that operates as a SME and main point of contact to IntelliCentrics Facility and System Administrators.
- Lead and own the Account from kick-off with healthcare facilities to leverage the SEC³URE SaaS platform to create trusted relationships throughout their continuum of care.
- Own and manage a large portfolio of business throughout the United States ranging from Ambulatory Surgery Centers to VA Hospitals.
- Analyze client performance by conducting business reviews with care locations staff and provide guidance in maximizing the benefit of their partnership with IntelliCentrics.
- Help to evolve processes and procedures to meet client needs.
- Engage new and existing healthcare facilities through value proposition and a consultative approach to ensure active participation and customer satisfaction throughout life cycle.
- Identify customer pains and marshal IntelliCentrics’ resources to address those pains resulting in the reduction of churn.
- Drive cross-functional internal collaboration with Sales, Customer Service, Product Development and C-Level suite to implement customer opportunities.
- Exceed quarterly goals resulting in a more efficient CRM program by identifying key stakeholders for all accounts and allowing the team to focus on relationship building and business process planning.
- Prepare and deliver reports on monthly and quarterly initiatives for all assigned accounts to increase subscriber adoption and facility compliance.
- Proactively track and report on key performance metrics.
- IntelliCentrics is a $40 million healthcare technology solution company operating in 4 countries with 190 employees supporting 12,000+ locations of care world-wide.
Strategic Account Manager
Papaya Global
07.2024 - 06.2025
- Strategic Account Manager skilled in contract negotiations, and cross-functional collaboration to maximize customer success. Adept at identifying new business opportunities, optimizing client engagement strategies, and achieving sales targets in competitive markets. Primary point of contact managing 30 key client accounts and 120 projects (Payroll, EOR, Contractor.)
- Build and maintain strong client relationships by understanding their unique needs and objectives, managing overall partnerships, and addressing escalations with internal teams to ensure SLAs are met.
- Drive revenue growth by identifying opportunities for upselling and cross-selling within client accounts. Collaborate with the Regional lead and internal teams to develop and execute amendments supporting new solutions.
- Ensure exceptional service by exceeding client expectations, promptly addressing and resolving issues, and conducting regular partnership calls to understand clients' business needs and future.
- Collaborate with the Regional lead and stakeholders to support RFPs and RFIs, contributing to the development of compelling proposals showcasing the company's value proposition, and participating in RFP interviews with the Sales team.
- Consistently achieve individual and team KPIs, continuously monitor progress, and take corrective actions when necessary. Ensure alignment with the Service Delivery team and address issues proactively.
- Provide valuable feedback and suggestions for process improvements based on real-world client experiences.
- Remote in TX
Client Account Manager (US)
Velocity Global
09.2021 - 07.2024
- Client Account Manager responsible for managing a portfolio of high-value clients, ensuring their satisfaction, retention, and growth. Building and maintaining strong relationships with key stakeholders, driving CSAT, controlling churn, and implementing strategies for top accounts. Primary point of contact managing 50-70 clients and 200+ employees at any given time.
- Serve as the primary point of contact for accounts, providing high-touch service and support.
- Develop and maintain strong relationships with key decision-makers and stakeholders with our clients.
- Understand clients' business needs and goals and provide solutions and support to help achieve them.
- Responsible for strategic planning and client maintenance to prevent service issues by taking the necessary measures to solve difficult situations with clients and employees.
- Monitor clients' satisfaction levels, proactively identify issues, and work to resolve them in a timely and effective manner.
- Develop and implement strategies to control client churn and maximize retention rates.
- Develop and implement strategies to increase client satisfaction and drive CSAT scores.
- Regularly report on clients' performance and progress to internal stakeholders.
- Work closely with the sales team to identify growth opportunities and expand the scope of services provided to clients.
- Proactively identify client needs, including new employees to onboard.
- Ensure client deliverables and Service Level Agreements are being completed timely and accurately.
- Work closely with the product team to ensure clients are up-to-date on new features and product offerings.
- Collaborate with the customer support team to ensure clients receive timely and effective support.
- Develop and maintain competency in the areas of United States international employment, immigration, benefits, and payroll.
- Remote in TX
Senior Business Development and Account Manager
ProvideLT
Lewisville, TX
10.2018 - 06.2020
- Senior Business Development and Relationship/Account Manager for ProvideLT with expansive territory nationwide.
- Served as the single point of contact for Acute and Ambulatory clients to review critical areas of pain for physician recruitment needs and communicated how Provide was able to provide resolutions for patient retention with no loss of revenue.
- Exceed monthly client agreement goals by 100% month over month.
- Increased company-wide days booked at the highest level of success by provider assignments and margins.
- Function as managing liaison between client representatives and internal recruiting/sales team guiding focus and prioritization of need-to-fill positions with the highest margin.
- Developed and maintained relationships with clients via telephone, personal visits and email to find qualified candidates for their job opportunities. Client retention increased by 35% companywide because of strong rapport and availability to the clients and their needs.
- Managed company-client job opportunities, averaging 30-45 open opportunities routinely.
- Developed and implemented SOP’s for all company positions, identifying roles & responsibilities which increased a clear path of duty and stability of ongoing provider assignments.
- Worked directly with internal operations team to ensure that all credentialing documentation was completed and on time before start date of provider assignment resulting in a placement rate of 90%.
- Nourished healthy client relationships and expanded business by upholding exceptional rapport.
- ProvideLT is a small, privately owned Physician Recruiting company where I managed a team of 5 employees while also in a production role.
- Full Time
- 1099
Human Resources Specialist
Edge Communications
Plano, TX
11.2015 - 07.2018
- Human Resources Specialist responsible full cycle recruiting, payroll, employee relations and compensation analysis. Collaborated daily with Directors and Executives to streamline departmental structure and success. Solely lead the Benefit Open Enrollment process for current and acquired employees in 2016, 2017 & 2018. Owner for offsite contract hires across America resulting in staffing projects including a 1M contract with the City of New York. Managed company acquisition of InterCloud Systems in November 2017 and provided leadership oversight for creating standard operating procedures and training materials.
- Improved quality, volume and cost by bringing company recruiting 100% in-house. This included administrative, technical and executive roles.
- Lead Compensation and Salary Analysis for current employees and new hires.
- Created a companywide incentive program for employee reviews and improvement plans.
- Sole Benefits Administrator for 150 employees nationwide.
- Prepared reports by collecting, analyzing, and summarizing data and trends throughout multiple departments (Hospitality, Development, Accounting, Provisioning, Security).
- Obtained upkeep of federal, state, and local legal requirements by studying existing and new legislation; anticipating legislation; enforcing adherence to requirements; advising management on needed actions.
- Implemented and sole Administrator of CONCUR expense travel portal for employees.
- Payroll of entire North branch employees.
- Completed On-boarding/Off-boarding, exit interviews, COBRA follow up, unemployment eligibility.
Senior Account Manager
Onyx M.D.
Irving, TX
03.2013 - 11.2015
- Account Manager for Physician Staffing Company. Managed a team of 7 employees while growing Regional business. Broke several company records by booking high-margin business and bringing in unique jobs. Awarded Midwest Region MVP for 2nd Qtr. of 2014 and East Region MVP for 1st Qtr. of 2015.
- Manage and direct recruiting team of 30 on focus jobs daily during team meetings.
- Achieved Senior title after 3 months and broke company goals on a consistent basis.
- Developed and maintained relationships with clients via telephone and email to find qualified candidates for their job opportunities.
- Informed recruiting team and manage open job needs in territory. (60-90 positions at a time spread throughout 9 States in the Midwest.)
- Maintain contact with client during entire recruiting process starting from the time a need is opened until the end of the assignment between client and provider.
- Thoroughly screen physicians and discuss job details to providers of job interest and determine rate of pay based on margin expectations set by company.
- Work with recruiter and quality analyst to ensure that all documents needed to start assignment are in house and approved before start date of assignment.
Education
Diploma -
Grapevine High School
Basic Courses Completed
Tarrant County College
01-2004
Skills
- Account Management
- SaaS (B2B and B2C)
- Implementation
- Talent Acquisition
- Team Management
- Client Retention
- Employee/Client Training
- Project Coordination
- Process Improvement
- Employee On/Off Boarding
- Performance Management
- Metrics Analysis and Reporting
- Business development
- Partnership development
- Strategic planning
- Contract negotiation
Timeline
Senior Account Manager
MyBasePay
06.2025 - Current
Strategic Account Manager
Papaya Global
07.2024 - 06.2025
Client Account Manager (US)
Velocity Global
09.2021 - 07.2024
Relationship Manager
IntelliCentrics
12.2020 - Current
Senior Business Development and Account Manager
ProvideLT
10.2018 - 06.2020
Human Resources Specialist
Edge Communications
11.2015 - 07.2018
Senior Account Manager
Onyx M.D.
03.2013 - 11.2015
Basic Courses Completed
Tarrant County College
Diploma -
Grapevine High School
ADDITIONAL PROFESSIONAL EXPERIENCE
- Beacon Hill Staffing Group – Staffing Consultant
- MedSynergies – Lead Client Recruiter
- Preferred Imaging – Clinic Administrator