Michelle Carter

Vancouver, WA *****

775-***-**** ( acvakk@r.postjobfree.com

Customer Success Manager

Expert in Pre- and Post-Sale Support & Customer Satisfaction

CORE COMPETENCIES

Process Implementation ( Sales Training ( Product Management ( Product

Development

Strategy ( Sales Coaching ( Team Leadership ( Best Practices ( Mobile

Learning Environment

Project Management ( Customer Success ( Salesforce.com ( Metrics ( Online

Tools

EXPERIENCES AND ACHIEVEMENTS

MHI Global, Inc. Reno, NV (Headquarters) Formerly Miller Heiman 2005 -

2015

Senior Product Manager (Remote Employee) 2014 - 2015

t Owned the entire product line life cycle from strategic planning to

tactical activities to increase profitability year over year on

existing products and develop new products with high revenue impact

for the organization.

t Worked closely with sales, operations, marketing, client engagement,

IT and executive leadership on the implementation of organizational

strategic initiatives.

t Maintained project documentation to develop processes to enhance

product implementation to replicate best practices and product

enhancements.

t Developed innovative and adaptive learning technology by working with

cross-functional team to build online training solutions to meet the

needs of the modern learner in an increasingly diverse and global

market that would drive results for both individual contributors and

the organization.

t Tailored intellectual property (IP) and delivery to meet client's ROI

objectives through enhanced organizational acceptance without

compromising the integrity of the methodologies.

t Modified and developed content on all program related materials

including participant workbooks, agenda and leaders' guides to reflect

learning objectives required by end user needs that would immediately

impact sales objectives.

t Facilitated workshops for certification, re-certification and coaching

for sales consultants, master trainers and client associates on sales

methodologies. Conducted training of additional IP related content at

global sales conference, client summits and road shows.

t Provided coaching and guidance to facilitators and master trainers on

delivery of program content for certification to deliver IP to ensure

quality and consistency standards were met globally.

Client Engagement Manager (Remote Employee) 2008 - 2014

t Responsible for all aspects of managing large, complex global projects

from scoping project, building business case, deployment planning and

logistics, to relationship management with key strategic accounts.

t Engaged with sales consultants, leadership, operations, learning and

development teams to design and enact sales transformation initiatives

for key strategic global clients. Drove sales effectiveness through

adoption of greater business efficiency to increase ROI.

t Expertise in global engagements and best practices, providing key

support in discovery, alignment, designing, implementing and

reinforcing. Acted as liaison to enable exchange of accurate

information and feedback between the internal team and the client.

t Thorough understanding of sales environment to act as lead in all

customization of intellectual property based on customer requirements

in order to achieve desired corporate results.

t Proactively identified issues and project risks to facilitate multi-

party resolutions and effectively served as liaison for remediation of

issue escalation to quickly address challenges.

t Communicated engagement KPIs and to all levels of the organization

through written and verbal updates.

Client Services Specialist & Engagement Coordinator (Reno, NV) 2005 -

2007

t Coordinated customization of printed materials and developed new

processes to manage/track specialized materials to avoid delays in

shipping on-demand program materials.

t Increased customer satisfaction by becoming liaison between client and

sales consultant to proactively identifying potential challenges with

large, strategic global accounts.

t Developed tracking process of invoicing to improve communication

between clients and finance to stay within budget, have less billing

errors and avoid delays in accordance with best accounting practices.

t Evaluated and adjusted shipping and handling fee schedule stopping any

further revenue loss.

t Provided on-site logistical support for large, multiple side-by-side

programs globally.

t Reviewed legal documents (MSA/SOWs) to identify any potential

logistical issues or pricing errors to ensure the client services team

could meet the expectations as outlined in contracts.

Answerwest, Reno, NV

2003 - 2005

Operations Manager

t Directed detailed and ongoing training for employees advancing

individual competences and improving employee retention; reviewed

customer service calls for efficient and effective interactions.

t Created monitoring and reporting system used for personal goal setting

and incentives for agents.

t Improved customer retention by reducing wait times and increasing call

efficiency.

t Responsible for supervision of daily operations of high volume and 24

hour answering service.

Amtelco, McFarland, WI

Outside Sales Representative (Remote Employee) 2002

t Responsible for sales of hardware and software for call center

communication systems.

t Set a company record for selling the most start-up systems in first

year.

t Improved performance and made upsells for clients by providing

additional equipment and software enhancements.

t Expanded current customer base by actively seeking new clients.

EDUCATION

Bachelor of Science, Business Management, University of Phoenix

MILLER HEIMAN SUBJECT MATTER EXPERTISE

Strategic Selling ( Conceptual Selling ( Large Account Management

ProcessSM (LAMP) ( Negotiate SuccessSM ( Executive ImpactSM ( Channel

Partner ManagementSM ( Strategic Selling Funnel Management ( Coaching for

Strategic Selling ( Coaching for Conceptual Selling

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