Customer Success Support Specialist
Resume:
MICHAEL J. LISKEY
Naperville, IL 60564
**********@*******.***
SUMMARY
Results-driven professional with progressive experience in training and development and customer success. Recognized for delivering valuable insights to customers, optimizing learning experience, and fostering enduring partnerships. Proven excellence in meeting client needs by identifying new opportunities/trends for client success and offering learning solutions.
PROFESSIONAL EXPERIENCE
Skillsoft 2/2020-2/2023
Customer Success Manager, Compliance Solutions
Managed a book of 38 federal government accounts representing $1.3 million in ARR.
Acted as a trusted advisor to drive value of investment of Skillsoft products and services.
Worked directly with sales, support, and platform solutions teams to ensure alignment to program goals and strategic initiatives.
Facilitated online training to 30 LMS Administrators and their teams over a 14-month period on the day-to-day operation of Skillsoft learning platform.
Conducted quarterly business with reviews with key stakeholders to measure progress, assess key trends and ensure value realization.
Developed and distributed 10 short-form customer facing videos focused on the 15 most common questions learners have when contacting technical support. Resulted in a 20% decrease in related calls in the first six months to technical support.
Proactively mitigated risk by analyzing customer health indicators in Salesforce and Tableau to prevent churn.
Supported migration of the 200,000 learners across my federal government book from legacy system to new learning platform showing an increase of 16% learner engagement from previous year.
Developed success plans with federal government customers by meeting regularly to identify goals, set measurable objectives and map specific steps to deliver value and partnership by leveraging capabilities of Skillsoft platform.
Organized book club for CS team and facilitated 10-week session on “The Trusted Advisor” book.
Navigant Consulting, Chicago, IL 8/2015-1/2020
Training/LMS Manager
Managed the day-to-day operation of a learning management system delivering online learning to 7,000 global employees. Responsible for user access, publishing content, curriculum design, reporting, troubleshooting technical issues and marketing the benefits of Navigant University to employees.
Managed team of 3 training coordinators responsible for the delivery of classroom and online training to over 5,000 global associates via Skillsoft LMS. Coordinated enrollments, classroom, instructors, travel and all necessary logistics to ensure a successful learning experience.
Served as a key member of training and development integration team during merger of Navigant and Guidehouse. Worked with Guidehouse training and IT team to migrate 7,000 learners to new LMS, Retired 200+ outdated online courses, eliminated three redundant training vendor contracts and archived nine years of training history for 13,000 current and past Navigant employees.
Facilitated Jack Welch “Managing Change” online program to employees impacted by merger of Navigant and Guidehouse Consulting. Post course survey revealed 46 learners had a favorable reaction to the training.
Managed 11 vendor contracts with an annual budget of $525,000.
OfficeMax/Office Depot, Naperville, IL 3/2012-10/2014
Training Manager – Corporate and Compliance
Served as Learning Management Administrator. Partnered with business units to design custom curriculum in support of business priorities - desktop applications, customer service and retail leadership curriculums.
Managed the deployment of legal compliance and safety curriculum to 22,000 global associates. Directly contributed to OfficeMax being recognized as one of the Most Ethical Companies in the World by Ethisphere Institute.
Facilitated biweekly new hire orientation for 20-25 new employees focusing on company history, culture, mission and core values and overview of functional areas, corporate, retail and supply chain.
Coordinated LMS integration for new combined organization due to 2013 merger.
Partnered with business units to design custom curriculums in support of business priorities – manager training, customer service and retail leadership for 600+ retail stores.
Managed vendor 5 relationships with an annual budget of $250,000.
Following the ADDIE model, acted as strategic business partner to identify, develop and implement training solutions for 1,300 corporate employees, 350 retail stores and 24 distribution centers.
OfficeMax, Naperville, IL 9/2010-2/2012
Instructional Designer
Designed and developed instructor-led training materials for retail, contract, and SOPs for supply chain business – 24 distribution centers.
Designed and developed Elearning courses for 24,000 employees using Captivate, Photoshop Articulate and Storyline authoring tools.
Coordinated with SMEs to ensure learning objectives were identified and met in the development of all project materials.
ADDITIONAL EXPERIENCE
Accenture: Instructional Designer – 2007-2009
Party City: Instructional Designer – 2009-2010
EDUCATION
Northern Illinois University--DeKalb, Illinois
M.S. Ed. Instructional Technology
Columbia College--Chicago, Illinois
Bachelor of Arts Degree - Honors Graduate
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