Summary
Overview
Work History
Education
Skills
Community Service Personal Skills
Professional Recommendations
Professional Development And Awards
Timeline
Generic

Spencer D. Duncan

Vineyard,USA

Summary

Lead Customer Success Manager.

Overview

16
16
years of professional experience

Work History

Client References and Program Manager

ADP
01.2021 - Current
  • Participate in the sales interaction strategy for client references including training, education, rollouts and feedback for improvements
  • Coordinate sales reference process with Canadian and Retirement Services Client Success teams for reference fulfillment, improvements and efficiencies
  • Contribute to monthly KPIs on the reference program across senior leadership in Sales, Marketing, Service and WWCO
  • Manage Canadian and 401K Referenceable Clients by working closely with the DVPs of Sales Operations, as well as field sales leadership, implementation, and service to identify and manage referenceable clients for all product lines
  • Coordinate with Advocacy leads in Marketing and Service/Client Success to increase client references in the database
  • Oversight of the end-to-end lifecycle of all client references and maintenance a reference database to track participation
  • Support a team of Reference Fulfillment Managers and coordinate messaging to ensure consistent engagement of clients in the Reference Program
  • Work with cross-functional Advocacy leads to drive efficiencies and standardization across programs as well as cross-functional collaboration with Advocacy efforts
  • Work with Account Owners from Service/Client Success to train and educate on reference process support for sales
  • Create reports and dashboards showing trends and gaps among referenceability of client base
  • Work with Sales and Operations to educate and train sales on reference request process, best practices and benefits to them
  • Drive cross functional reference tool integration and technology efforts
  • Coordinate with Sales Enablement Tools team to help drive field interaction and utilization with client references

North American Reference Manager

Ceridian HCM
01.2015 - 01.2021
  • Manage and execute global reference program for sales & marketing with over 600 references YTD
  • In 2020, fielded 991 references requests which impacted $378M in influenced ACV
  • Manage approvals and creation of customer logo slide deck
  • Regular SFDC Dashboard communication updates to sales, marketing, and corporate leadership
  • Fulfilled weekly needle-in-the-haystack references through querying customer advocates
  • Worked with customer success to achieve 19% of customer-base as available references
  • Worked closely with Customer Success to increase the reference base 20% YoY
  • Managerial experience working with another reference manager who covered the Canadian region and SMB reference requests

Customer Reference Program Manager

IVANTI [formerly, LANDESK Software, a Thoma Bravo Company]
01.2012 - 01.2015
  • With help from the Content and Design team, produced compelling customer success stories, video testimonials, sales enablement assets, reviews and speaking opportunities to amplify VOC
  • Define common customer reference types and elements to be used across sales and marketing activities i.e
  • Logos, quotes, customer stories, peer-to-peer references, media references, and speaking engagements
  • Facilitate requests from the sales team for use case studies and customer references during the final stages of the sales cycle

Marketing Project Coordinator

01.2010 - 01.2012
  • Coordinated creation of standard literature pieces into multiple languages
  • Led weekly global event call with stakeholders in EMEA and APAC with over 20 participants
  • Tracked all creative services project requests using project management system

Lead Qualification Specialist

01.2009 - 01.2010
  • Managed the NA alliances and partners lead generation effort i.e
  • Lenovo/CDW/Insight

Education

MBA -

Jon Huntsman School of Business
Logan, UT

BS - International Business Management

Brigham Young University-Hawaii
Laie, HI

Skills

  • Relationship Management
  • Collaborative Approach to Work
  • Effective Communication Skills
  • Project and Time Management Skills
  • Relationship Building
  • Reference Journey Mapping
  • Revenue Influence
  • Customer Attribute Tracking
  • Execution of Plans
  • Reducing Reference Turnover
  • Growing Reference Base
  • Reference Webinars
  • Delivering Reports to Stakeholders
  • Customer Advocacy
  • Decision Making

Community Service Personal Skills

  • 2-year volunteer service in third-world country
  • Voluntarily led a local congregation of over 900 people
  • Youth Mentor
  • Language Skills: Portuguese- Fluent, Spanish- Intermediate

Professional Recommendations

  • Carlos Gonzales, Sr Director of Advocacy & Engagement, Worldwide Sales Operations at ADP, I had the pleasure of working with Spencer, twice, and would welcome a third opportunity! Spencer was on my team at ADP as the Client References & Programs Manager reporting to me and prior to that he was also on my team at Ceridian. Spencer helped build the ADP global reference program including the evaluation, selection and deployment of Point of Reference’s ReferenceEdge solution. Spencer also managed the reference flow for multiple business units maintaining calm professionalism while others were in an emergency rush state to identify references. A best practice I have learned from Spencer is asking new reference contacts a question about what they are passionate about, outside of their professional responsibilities. He sincerely wants to know and this quickly builds personal relationships in his initial conversations. Advocates he works with realize he truly cares about them, very personally, and in turn, they don’t want to let Spencer down and are more eager to participate in reference conversations. Spencer’s consistency in delivering for stakeholders, and asking how he can be of greater support to those around him, make him a joy to have on any team. Spencer elevates the culture of a team with his kind good-natured approach in taking on any task. I highly recommend Spencer for any role requiring dependability and consistency with a great attitude. He would be a valuable addition to any team, and I have no doubt he will continue to excel in the future. Please feel free to contact me if you would like to discuss Spencer’s qualifications. I’d be happy to recommend him!
  • Hoyt Ellspermann, Enterprise Sales - Manufacturing & Global Supply Chain at Ceridian, I’ve been working with Spencer for just over a year now and have had multiple opportunities to leverage his support for prospective clients interested in connecting with current clients. When I call Spencer, I feel like I’ve been transported to Never-Neverland. It’s like he has an embedded rolodex in his mind of happy, engaged, evangelical clients who jump at the opportunity to tell their Dayforce stories. Spencer has helped me line up some rather specific requests too for clients that needed to validate Dayforce’s integration capabilities with separate HR Systems of Record or that we could support highly complex work rules for specific union CBAs – and he’s lined them up quickly. Spencer also does a great job upfront understanding the requirements and client dynamics so he can pair the areas of interest and desired client roles - this ensures a positive, successful, peer-to-peer reference experience.
  • Cindy Miller, Senior Sales at Ceridian, I work with Spencer on a regular basis and he is the definition of a consummate professional. His work ethic is second to none and he works diligently every day to ensure success, both internally with our colleagues, as well as with our clients. He has the most positive attitude and will always help when needed. He represents the best of the best here at Ceridian and he is a true pleasure to work with.
  • Keith Kopp, HCM Consultant at Ceridian, Spencer is a great asset for Ceridian. He works in our XOXO department matching existing Dayforce customers with prospects. The reference call is usually the final and vital step before the close and the pairing that Spencer has done has resulted in many sales for Ceridian.

Professional Development And Awards

  • Ceridian Cares Committee Chairman
  • Ceridian Presidents Club Nominee
  • RO Advisory Elite Board Member (2017-2019)
  • Session Speaker, RO Innovations Elevate Conference (2016)
  • ROInnovation Conference - Sherpa Award Recipient – Best Tech Stack (2016)

Timeline

Client References and Program Manager

ADP
01.2021 - Current

North American Reference Manager

Ceridian HCM
01.2015 - 01.2021

Customer Reference Program Manager

IVANTI [formerly, LANDESK Software, a Thoma Bravo Company]
01.2012 - 01.2015

Marketing Project Coordinator

01.2010 - 01.2012

Lead Qualification Specialist

01.2009 - 01.2010

MBA -

Jon Huntsman School of Business

BS - International Business Management

Brigham Young University-Hawaii

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Spencer D. Duncan