Customer Success & Project Management Leader

Andrew Mikesell

Westwood, MA 020**-***-*** **** *************@*****.***

www.linkedin.com/in/andymikesell

Customer Success & Project Management Leader

Driving Enterprise Growth, Customer Retention, and Complex Program Delivery

Proven leader with 20+ years of experience in customer success, project delivery, and product adoption within financial services technology. Skilled at managing global teams, reducing churn, and delivering $200M+ in revenue through renewals, upsells, and new implementations. Skilled at balancing customer advocacy with business interests and outcomes while ensuring successful, on-time program delivery.

Core Competencies

Customer Success & Engagement: Renewals & Upsells, Escalation Management, QBRs, NPS, Adoption & Retention

Project & Program Management: SDLC, Agile/Waterfall, Jira, Scope & Change Management, Cross-functional Leadership, Product Advisory Councils

Business & Product Growth: Pre-Sales, Contract Negotiation, Partner Enablement, ROI Analysis, Product Roadmaps, Trade Shows, and Field Marketing support

Professional Experience

SAP - Partner and Customer Success Manager

Boston, MA 2018 – 2024

Managed $100M+ pipeline and directly contributed +$200M in new sales, renewals, and upselling across North & South America.

Served as Customer Success Manager for SAP/Fioneer FSI products, driving adoption, reducing escalations, and ensuring successful implementations.

Led de-escalation initiatives at key enterprise accounts, protecting revenue and strengthening long-term customer relationships.

Conducted 20+ international customer workshops, QBRs, and strategy sessions to improve retention and expansion.

Partnered with Account Executives on enablement, contracting, and delivery estimates for cloud migrations.

Represented SAP at major industry events, including SIBOS, Sapphire, and Mobile World Congress.

Served as Business Line Partner Success and Product Lead for SAP Fioneer, co-selling FSI solutions across North & South America.

Sybase / SAP - Product Manager

Boston, MA 2006 – 2018

Owned roadmap and delivery for Omnichannel Banking, Mobile Banking, Bill Payment, and Unbanked Solutions, supporting 10+ major releases.

Built and managed a $500M+ pipeline in collaboration with Sales and Delivery teams.

Launched Product Advisory Council to capture customer feedback, directly influencing the roadmap and raising customer NPS 40%.

Partnered with global banks (AIG, ANZ, Citizens Bank, Barclays, PayPal, Scotiabank, and others) to deliver online/mobile banking solutions.

Traveled extensively (+50% globally) to support implementations, sales, and customer success initiatives.

Financial Fusion - Customer Success Manager

Burlington, MA 2000 – 2006

Managed delivery of online/mobile banking projects for 15+ customers, overseeing requirements, design, QA, and go-live.

Generated $50M+ in Professional Services revenue through customer success and implementation leadership.

Supported sales through RFI/RFP responses, demos, and pre-sales consulting.

S1 Corporation - Senior Principal Consultant

Burlington, MA 1998 – 2000

Led implementation project teams for internet banking and IVR/telephony solutions.

CGI (formerly AMS) - Senior Principal Consultant

Denver, CO (European Assignment) 1994 – 1998

Managed international telecom billing and SIM card management projects for large mobile carriers.

Education

Master of Business Administration (MBA), Management Information Systems - University of Denver

Bachelor of Science in Business Administration (BSBA), Business Economics - University of Denver

Certificates

Jira Project Management - Great Learning Academy

SAP Certification - Machine Learning

SAP Certification - Strategy 360

SAP Certification – Design Thinking

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