JIM HENNESSEY
Carmel,Indiana
Summary
Dynamic senior customer operations and support executive with extensive leadership experience in enterprise SaaS, automotive technology, dealership operations, and customer success. Proven ability to lead customer-facing organizations, enhance operational performance, and cultivate high-performing teams while driving continuous improvement through data-driven decision-making. Deep automotive expertise gained through pivotal roles at General Motors, ADESA, and Genesys provides a unique blend of business acumen and technological insight. Committed to fostering exceptional customer experiences and optimizing organizational effectiveness in fast-paced environments.
Overview
1
1
Certification
36
36
years of professional experience
Work History
Senior Project Manager – Genesys Cloud (PureCloud)
Genesys Telecommunications, Inc.
Indianapolis, IN
11.2021 - 02.2026
- Managed enterprise-level customer operations, ensuring seamless execution of strategic cloud migrations for Fortune 500 clients.
- Led strategic initiative to implement global deprecation program, ensuring compliance across 500+ organizations.
- Created comprehensive KPI frameworks and operational dashboards, facilitating leadership teams and clients in assessing progress, recognizing potential risks, and optimizing execution strategies.
- Orchestrated the transition from legacy capabilities to cloud platforms through large-scale enterprise adoption initiatives, enhancing platform usage while maintaining operational stability.
- Oversaw strategic customer initiatives, driving prompt alignment across multiple functions to address escalated issues.
- Developed training programs for technical account managers and product support professionals, fostering knowledge sharing and enhancing service quality.
- Spearheaded cross-departmental initiatives with sales, customer success, product engineering, and support teams to streamline execution and overcome challenges.
- Fostered strong partnerships with clients to ensure satisfaction by delivering timely project updates and facilitating feedback loops.
Senior Technical Account Manager – Genesys Cloud (PureCloud)
Genesys Telecommunications, Inc.
01.2017 - 01.2021
- Collaborated with enterprise customers to advise on strategic platform adoption, focusing on best practices and informed architectural choices.
- Implemented strategic platform changes and technical transitions to improve customer engagement and reduce associated risks.
- Managed interactions between business and technical stakeholders during high-level escalations to promote effective resolution strategies.
- Facilitated alignment between customer insights and product development initiatives to enhance operational effectiveness.
Lead Service Delivery Manager – East Region
Genesys Telecommunications, Inc.
Carmel, Indiana
01.2015 - 01.2016
- Led regional service delivery operations while coaching and developing customer-facing teams responsible for enterprise software deployments and ongoing customer success
- Primary escalation point during service incidents, delivering executive communications, root-cause analysis, and corrective action plans.
- Improved customer communications, project governance and change management practices supporting enterprise clients
Director, Business & Data Quality
ADESA Corporation
Carmel, Indiana
01.2011 - 01.2013
- Oversaw cross-functional team efforts focused on maintaining high data quality standards for customer-facing systems and improving efficiency in commercial account operations.
- Developed and executed strategies that significantly minimized customer complaints while strengthening data accuracy and engagement models.
- Coordinated operational alignment and systems integration initiatives across 60+ locations, ensuring consistency and effectiveness post-acquisition.
- Configured and integrated CRM system to automate tracking processes for auction campaigns.
- Administered and optimized Adesa online selling platform, ensuring seamless operations and user accessibility.
Director, Commercial Account Operations
ADESA Corporation
01.2007 - 01.2011
- Orchestrated recruitment and training initiatives for a high-performing commercial account management team, ensuring effective support for over $90 million in annual business.
- Established comprehensive coaching programs and performance standards that effectively elevated overall team productivity.
- Facilitated partnerships among sales, operations, finance, and IT departments to drive improvements in customer experience and operational effectiveness across national commercial accounts.
Commercial Account Manager
ADESA Corporation
01.2001 - 01.2007
- Managed strategic national commercial accounts while leading cross-functional initiatives to modernize workflows and improve operations
- Directed business design for General Motors' rental vehicle inspection program
eBusiness & Web Content Manager
ADESA Corporation
01.1997 - 01.2001
- Led digital transformation initiatives supporting online vehicle sales and customer self-service capabilities
- Developed reporting tools and operational workflows that improved customer engagement
District Sales & Service Manager
General Motors – Pontiac Division
01.1990 - 01.1996
- Achieved improved sales performance through strategic consultation with dealership executives regarding fixed operations, inventory management, warranty administration, and customer satisfaction enhancements. Delivered actionable insights to dealership executives, resulting in enhanced sales performance, improved fixed operations, effective inventory management, streamlined warranty processes, and increased customer satisfaction.
- Designed and executed comprehensive training programs to enhance operational efficiency across regional dealers.
- Engaged in legal arbitration proceedings and Better Business Bureau hearings to effectively represent General Motors' position.
- Established trust with dealership leadership and executive teams to enhance operational efficiency and effectiveness.
Education
Bachelor of Science - Management Systems & Marketing
Kettering University (GMI Engineering & Management Institute)
Flint, MISkills
- Tool Used: Salesforce, Tableau, Data Lakes, New Relic, Sumo, Visual Basic, VBA, Microsoft Suite including Access, Chat GPT, Genesys Voice and Digital Bots
- Voice over IP (VOIP), WebRTC, Network Troubleshooting, Contact Center channels including web, email, chat, text to speech, copilot, bots, digital bots & agentic bots, virtual agents, virtual supervisors, LLM and LAM data models, data dips and API calls
Certification
ITIL Foundations | Scrum Master | Product Manager | Design Thinking Practitioner | Genesys Certified Professional
Timeline
Senior Project Manager – Genesys Cloud (PureCloud)
Genesys Telecommunications, Inc.
11.2021 - 02.2026
Senior Technical Account Manager – Genesys Cloud (PureCloud)
Genesys Telecommunications, Inc.
01.2017 - 01.2021
Lead Service Delivery Manager – East Region
Genesys Telecommunications, Inc.
01.2015 - 01.2016
Director, Business & Data Quality
ADESA Corporation
01.2011 - 01.2013
Director, Commercial Account Operations
ADESA Corporation
01.2007 - 01.2011
Commercial Account Manager
ADESA Corporation
01.2001 - 01.2007
eBusiness & Web Content Manager
ADESA Corporation
01.1997 - 01.2001
District Sales & Service Manager
General Motors – Pontiac Division
01.1990 - 01.1996
Bachelor of Science - Management Systems & Marketing
Kettering University (GMI Engineering & Management Institute)
Recent In Progress Training Areas
AWS – Certified Cloud Practitioner, Salesforce Trailhead Agentforce exploration, Genesys AI and Agentic AI (35 Courses successfully completed from Genesys education Orchestration)