Ellen Henskath
Lafayette Hill
Summary
Client success manager with a proven record of driving $52 million in revenue growth and optimizing margins at Encora. Expertise in strategic planning and relationship building enhances resource management and performance monitoring. Focus on operational excellence and client satisfaction through innovative solutions and effective stakeholder engagement.
Overview
19
19
years of professional experience
Work History
Client Success Manager
Encora
Wayne
06.2021 - Current
- Manage and grow enterprise accounts totaling approximately $52M in revenue across multiple value streams.
- Partner with Finance to consistently maintain ~40% margins across key accounts.
- Present Quarterly Business Reviews (QBRs) to executive stakeholders, highlighting performance, risks, and strategic initiatives.
- Led account health reviews to assess staffing, performance, and identify growth opportunities.
- Drove resource planning for onboarding, training, and workforce optimization to enhance delivery capacity.
- Scaled account delivery from 64 to 100+ team members, expanding from 4 to 14 value streams.
- Oversee invoicing schedules and act as escalation point for payment resolution.
- Formalized and tracked resource requests in Salesforce and internal systems for streamlined operations.
- Maintain contract repository and ensure accuracy for billing and audit compliance.
- Develop proposals, SOWs, and pricing models for fixed-cost and time-and-material engagements.
- Coordinate contract execution and lifecycle management, ensuring timely completion and documentation.
- Centralize and manage all client documentation to support account health and operational transparency.
Project Manager
SymmetryRx
Radnor
07.2019 - 06.2021
- Partnered with clients to define scope, validate requirements, and ensure successful product delivery.
- Managed project plans, milestones, and deliverables using Microsoft Project and Atlassian tools.
- Collaborated with Engineering, QA, and Product teams to manage timelines, risks, and evolving requirements.
- Facilitated Agile ceremonies including daily stand-ups, sprint planning, and backlog grooming.
- Led Quarterly Business Reviews to gather client feedback and align product roadmaps with business objectives.
- Presented project updates and strategic initiatives to executive leadership, including CEO and CTO, to facilitate informed decision-making.
- Identified system integration opportunities and implemented scalable solutions to enhance project delivery.
- Administered Confluence and JIRA environments, managing user access and project structures.
- Ensured accurate time tracking and alignment with billing requirements.
- Adjusted sprint velocity and project timelines based on team performance and client priorities.
- Maintained detailed documentation, meeting notes, and change approvals to ensure transparency and alignment.
Project Coordinator
Almac Pharma Services
Audubon
01.2017 - 01.2019
- Managed end-to-end lifecycle of new product launches and ongoing supply operations.
- Coordinated logistics for on-time, in-full delivery of materials and products, ensuring project timelines were met.
- Monitored inventory, purchase orders, and forecasts to proactively address capacity constraints.
- Identified risks and implemented mitigation strategies, reducing potential disruptions for clients.
- Oversaw financial tracking, budgeting, and cost management for projects.
- Partnered with Packaging Design to develop and launch new product artwork.
- Led daily operational review meetings, reporting status updates to senior leadership.
- Developed ERP training programs and improved cross-functional workflows, enhancing team collaboration and operational efficiency.
Product Planner
Almac Pharma Services
Audubon
01.2012 - 01.2016
- Facilitated client services operations, ensuring seamless account setup, accurate pricing, and compliance with SLAs.
- Monitored production schedules to ensure alignment between goods availability and delivery timelines.
- Generated financial and revenue reports, including month-end analysis.
- Created and issued invoices while maintaining accurate financial records.
- Contributed to RFP development and supported business development initiatives.
- Monitored and analyzed KPIs to guide strategic decision-making processes.
Account Coordinator
USM Services
Norristown
01.2007 - 01.2012
- Managed 60 contractor accounts across 120 locations, driving service delivery and enhancing client satisfaction.
- Developed and managed annual budgets, aligning financial resources with operational needs by location and month.
- Negotiated vendor contracts and pricing to optimize costs.
- Produced and distributed weekly client reports and updates.
- Coordinated invoicing, billing, and payment processes to maintain accurate financial records and ensure timely payments.
Education
Some College (No Degree) -
Montgomery County Community College
Blue Bell, PASkills
- Client success management
- Stakeholder engagement
- Client Agreement Management
- Proposal development
- Project management
- Strategic growth planning
- Growth strategies
- Revenue Optimization
- Budget Management
- Operations & Resource Management
- Resource planning
- Performance monitoring
- Issue Resolution
- Team leadership
- Growth strategies
Timeline
Client Success Manager
Encora
06.2021 - Current
Project Manager
SymmetryRx
07.2019 - 06.2021
Project Coordinator
Almac Pharma Services
01.2017 - 01.2019
Product Planner
Almac Pharma Services
01.2012 - 01.2016
Account Coordinator
USM Services
01.2007 - 01.2012
Some College (No Degree) -
Montgomery County Community College