Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michelle Kozma

Lakewood,CO

Summary

Creative problem solver, knowledgeable, and performance driven Customer Success Manager who embodies “championing our customers”, a core value that I bring to all roles that I have held. A stickler for efficiency, a passionate client advocate, and a multi-tasking superhero that has earned the privilege to serve multiple company's highest tier of clients.

Overview

7
7
years of professional experience

Work History

Sr. Strategic Customer Success Manager

A Cloud Guru (acquired By Pluralsight)
Austin, United States
01.2021 - Current
  • Owned and managed portfolio of strategic clients valuing over $20 million TCV (Accenture, Capital One, Wells Fargo, GE and United Airlines)
  • Drive platform adoption of A Cloud Guru's top tier clients and communicate their success with key executive-level stakeholders which lead to achieving 99.5% GRR and over 165% NRR
    Recognized for "Champion Our Customers" at A Cloud Guru's 2021 Sales Kickoff
  • Recognized for Customer Success Manager of the Year for A Cloud Guru at Pluralsight's 2022 Sales Kickoff
  • Recipient of 2022 President's Club for outstanding performance for 2021
    Work with Retention Manager counterparts to strategically grow accounts including Accenture which grew 233% (15,000 to 50,000 licenses) within 7 months of signing
  • Manage large scale projects for our strategic counter parts across multiple departments
    Continuously work with CSM team to create best practices for customer onboarding and beyond
    Assisted in creation of several customer-facing presentations, many of which have been
    developed into the organization's marketing playbook
    Conduct interviews with candidates for CSM team
    Plan and conduct peer-to-peer training and development sessions

Product Marketing Manager

TrendKite (Acquired By Cision)
Austin, TX
09.2019 - 01.2021
  • Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
  • Improved product marketing objectives by constructing communication initiatives and branding strategies to increase client outreach during integration.
  • Increased Cision Next Gen Cloud sales and brand exposure by developing new packaging, collateral, and sales materials and optimizing target audience reach.

Enterprise Customer Success Manager

TrendKite (Acquired By Cision)
Lakewood, CO
11.2016 - 09.2019
  • Manage a portfolio of 60+ top-tier enterprise customers valued at $4 million of revenue (customers such as FCA, Sony, Warner Music Group, Hulu, Home Depot, LinkedIn, Delta Air Lines)
  • Hand-selected to train and scale up entire Cision Account Management team in all aspects of the TrendKite platform post-merger
  • Lead customer onsite, run bi-weekly and monthly syncs, provide ongoing strategic guidance and lay out a trusted cadence of communication across entire portfolio
  • Met or surpassed renewal rates and upgrade goals.
  • Recipient of TK2 award that recognizes excellence in Customer Success in 2019

Customer Service Representative

IDEXX Laboratories
Westbrook, ME
01.2015 - 06.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Bachelor of Arts - Communications

University of Southern Maine
Portland, ME
05.2012

Skills

  • Inter-department collaboration
  • Customer Relations
  • Training and mentoring
  • Lifecycle management
  • Market Research Analysis
  • Public Speaking
  • Microsoft Office
  • G Suite
  • Salesforce
  • Jira
  • Zendesk
  • Photoshop

Accomplishments

    2021 President's Club Recipient - A Cloud Guru

    2021 Customer Success Manager of the Year - A Cloud Guru

    2020 "Champion our Customers" Recipient - A Cloud Guru

    2019 TK2 Customer Success Award Recipient - TrendKite

Timeline

Sr. Strategic Customer Success Manager

A Cloud Guru (acquired By Pluralsight)
01.2021 - Current

Product Marketing Manager

TrendKite (Acquired By Cision)
09.2019 - 01.2021

Enterprise Customer Success Manager

TrendKite (Acquired By Cision)
11.2016 - 09.2019

Customer Service Representative

IDEXX Laboratories
01.2015 - 06.2016

Bachelor of Arts - Communications

University of Southern Maine

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Michelle Kozma