Jim Hennessey
Indianapolis
Summary
Data and analytics leader with a strong track record in transforming complex data into actionable insights. Successfully led data modernization initiatives and developed KPI frameworks that enhance decision-making across commercial and operational teams. Expertise in fostering collaboration among stakeholders in high-performance environments.
Overview
36
36
years of professional experience
Work History
Senior Project Manager – PureCloud
Genesys
2015.03 - 2026.02
- Directed two-year deprecation program impacting 500+ global organizations, providing structured communications and performance visibility to guide enterprise customers through architectural change.
- Led end-to-end deprecation management through data-driven processes, structured reporting, and cross-functional workflows that reduced risk and improved execution across stakeholders.
- Built data governance models, KPI frameworks, and reporting dashboards that enabled enterprise clients and partners to measure performance and make faster, data-driven decisions.
- Orchestrated 60+ multi-channel campaigns leveraging customer analytics to enhance engagement, track KPI performance, and facilitate client transitions.
- Mentored technical account managers and product support teams, fostering knowledge transfer and refining data tracking practices.
Senior Technical Account Manager – PureCloud
Genesys
2017.01 - 2021.01
- Partnered with strategic industry and AppFoundry partners to streamline integrations and enhance partner performance through data-informed analysis and actionable recommendations.
- Led the executive team for high-risk accounts by using account health data and performance insights to stabilize relationships, reduce churn risk, and protect renewals.
- Built the organization’s first platform deprecation framework, aligning cross-functional teams and creating targeted communication paths for Cloud and Hybrid PureConnect customers.
- Founded and led internal Networking Guild, standardizing documentation and troubleshooting practices to effectively resolve complex latency and network issues.
Lead Service Delivery Manager / Service Delivery Manager – East Region
Genesys
2015.01 - 2016.01
- Managed and coached East Region Service Delivery team, standardizing deliverables and tracking performance metrics to elevate service quality.
- Spearheaded data modernization initiative in ServiceNow to centralize customer consulting hours and operational data, enhancing reporting automation and data accuracy.
- Streamlined change management initiatives for PureConnect customer base, enhancing efficiency and communication transparency.
Independent Consulting
2014.01 - 2015.01
- Performed due diligence and commercial intelligence analysis for a venture capital firm, evaluating a target acquisition’s technology, data practices, workflows, and business viability.
- Implemented a CRM solution for an investment advisory firm, automating client workflows and establishing productivity tracking metrics.
Director of Business Systems and Data Quality
ADESA Corporation
Carmel
2011.01 - 2013.12
- Led multi-divisional initiatives to improve data integrity, reporting quality, and business intelligence across all divisions.
- Acted as the primary liaison between IT and business teams to resolve CRM friction points, improve data visibility, and support clearer operational reporting.
- Analyzed workflows, modernized UI/UX services to accelerate data extraction and enhance access to insights, supporting profitable decisions across business units.
- Designed and launched an automated optimization system using data modeling to improve product assignment decisions and reduce the remarketing cycle by half a day.
Director of Commercial Account Operations
ADESA Corporation
Carmel
2007.01 - 2011.01
- Recruited, trained, led team of six Commercial Account Managers managing 60% of corporate volume, exceeding $90M across 90+ national sellers.
- Drove adoption of ACH payments among major enterprise accounts, using financial and ROI analysis to deliver $1.4M in first-year savings.
- Reduced customer complaints by 95% in 24 months through automated tracking systems, quality controls, and improved performance visibility.
- Developed secure web-based communication platform enhancing internal access to proprietary customer and account data.
Commercial Account Manager
ADESA Corporation
Carmel
2004.01 - 2007.01
- Managed design and launch of General Motors’ rental vehicle inspection line of business, establishing new operational standards.
- Guided migration of multiple legacy CRM systems to a single Salesforce platform, enhancing customer data visibility and consistency.
- Led process reengineering to integrate digital asset data and online information into core workflows, ensuring sustained business volume.
eBusiness and Web Content Manager
ADESA Corporation
Carmel
2001.01 - 2004.01
- Developed data extraction tools and workflows to enhance vehicle data feeds, enable digital sales channels, and analyze online engagement.
- Launched and managed secure eServices for ADESA.com across U.S. auction operations, establishing expertise in digital channel strategy and performance tracking.
- Developed engaging web content for automotive auction platforms.
- Managed content strategy to enhance user experience and accessibility.
- Collaborated with marketing teams to align content with brand messaging.
District Sales and Service Manager
General Motors (Pontiac Division)
Pontiac
1990.01 - 1996.01
- Created and delivered "Warranty 101" training and tracking program for dealership service departments, leading to zone-wide adoption.
- Advised dealer networks on inventory planning, service capacity, and warranty financial analysis, enhancing profitability across dealerships.
- Represented Pontiac brand in Better Business Bureau hearings and legal arbitration, ensuring brand integrity and compliance.
Education
Bachelor of Science - Management Systems
Kettering University (GMI Engineering & Management Institute)
Flint, MISkills
- Stakeholder management
- Strategic account retention
- KPI Development
- Trend analysis
- Dashboard reporting
- Cross-functional performance analysis
- BI data extraction
- Data modeling
- Automation
- Salesforce
- CRM systems
- Advanced Excel
Certifications And Technical Training
- Product Manager Certification (CPM) — Focus on Lifecycle & Data Strategy
- Certified Scrum Master (CSM) — Agile Methodology
- ITIL Foundations Certification — IT Service Management
- Genesys Certified Professional (GCP) – Omni Channel Experience Platform
- Advanced Data Capability: Advanced Excel and data modeling; experience with CRM platforms (Salesforce, ServiceNow), BI data extraction, dashboard reporting, and cross-functional performance analysis.
Core Competencies
KPI Development, trend analysis, ROI calculations, data strategy, Executive communications, strategic account retention, cross-functional alignment, partner advocacy, CRM systems (Salesforce, ServiceNow), digital reporting workflows, BI data extraction, automation, advanced Excel and data modeling
Timeline
Senior Technical Account Manager – PureCloud
Genesys
2017.01 - 2021.01
Senior Project Manager – PureCloud
Genesys
2015.03 - 2026.02
Lead Service Delivery Manager / Service Delivery Manager – East Region
Genesys
2015.01 - 2016.01
Independent Consulting
2014.01 - 2015.01
Director of Business Systems and Data Quality
ADESA Corporation
2011.01 - 2013.12
Director of Commercial Account Operations
ADESA Corporation
2007.01 - 2011.01
Commercial Account Manager
ADESA Corporation
2004.01 - 2007.01
eBusiness and Web Content Manager
ADESA Corporation
2001.01 - 2004.01
District Sales and Service Manager
General Motors (Pontiac Division)
1990.01 - 1996.01
Bachelor of Science - Management Systems
Kettering University (GMI Engineering & Management Institute)