Michael B. Sullivan
Milwaukee
Summary
Results-driven Member and Customer Success Leader with over 20 years of experience enhancing retention and engagement for global associations and service organizations. Skilled in managing enterprise portfolios, strengthening executive relationships, and aligning offerings with member objectives. Focused on developing scalable engagement strategies and fostering cross-functional partnerships to achieve growth and satisfaction.
Overview
28
28
years of professional experience
Work History
Organizational Member Success Manager
American Society for Quality (ASQ)
Milwaukee
01.2020 - Current
- Lead enterprise member success strategy for a portfolio of 240 global organizational members, focusing on retention, engagement, and enterprise value realization.
- Maintained and grew enterprise retention from 64% to 82% across the global organizational membership portfolio, along with an 85% Org Member Satisfaction rate, VOC
- Owned primary executive relationships with enterprise member stakeholders.
- Led strategic engagement reviews that benchmarked performance, assessed adoption, and drove member value realization
- Partner cross-functionally with membership, marketing, and program teams to align enterprise member needs with organizational offerings
- Develop engagement insights and utilization reporting used to inform retention and expansion strategies
- Strengthened long-term enterprise relationships through proactive outreach and issue resolution, providing strategic advisory support
- Managed full migration of customers to new organizational membership platform, ensuring seamless transition by August 2021
- Managed Onboarding and training of all new and existing Organizational Members as part of the broader customer advocacy and retention program
Component Operations Manager
American Society for Quality (ASQ)
Milwaukee
01.2018 - 01.2020
- Directed operational strategy and governance support to enhance ASQ’s member community structure.
- Oversaw budgeting, financial forecasting, and operational planning for community programs
- Ensured compliance with governance agreements, business plans, and organizational policies
- Led cross-functional initiatives supporting regional leadership and headquarters teams
- Played key role in launching the Billhighway / myASQ Finance platform, training volunteer leaders and improving financial transparency
- Strengthened collaboration and aligned operations across regional and sectional leadership teams to improve efficiency.
- Supported strategic planning and execution of major events, including World Conference and leadership summits, to enhance member engagement.
Volunteer Specialist – Community Development
American Society for Quality
01.2017 - 01.2018
- Led formation, restructuring, and sustainability planning for member communities
- Developed and managed lifecycle of ASQ’s physical and virtual member communities to enhance member engagement.
- Supported implementation of community engagement initiatives and operational improvements
- Resolved operational challenges across assigned communities
- Facilitated communication between staff and Section Affairs Council.
Relationship Administrator / Program Manager
American Society for Quality (ASQ)
Milwaukee
01.2014 - 01.2017
- Managed enterprise relationships with 57 Fortune 500 member organizations, strengthening engagement and expanding enterprise value.
- Achieved 88% annual retention across the enterprise membership portfolio
- Led recurring engagement calls to increase enterprise-wide adoption and utilization
- Developed executive reporting and engagement analytics for enterprise stakeholders, driving informed decision-making and strategic alignment
- Presented ASQ value proposition to senior quality and operations executives, enhancing understanding of organizational benefits
- Facilitated networking and benchmarking opportunities, fostering collaboration and enhancing member value across organizations
- Contributed to enterprise membership growth and strategic engagement initiatives
Customer Service Representative
American Society for Quality (ASQ)
Milwaukee
01.2012 - 01.2014
- Provided phone, email, and chat-based member support
- Processed memberships and resolved service issues, ensuring timely access to services.
- Supported retention by effectively resolving issues and engaging members proactively.
- Delivered multi-channel support, enhancing member experience throughout lifecycle.
Director of Business Development & Marketing
White Lotus Collection
West Palm Beach
01.2008 - 01.2010
- Led marketing and business development initiatives for import furniture company, enhancing market presence in Asian antiques sector.
- Cultivated partnerships with retail and wholesale clients to enhance network growth.
- Developed targeted regional marketing campaigns across South Florida
- Increased brand visibility through strategic publication placements
- Collaborated with museum leadership and design industry experts to host promotional events, strengthening community engagement.
Studio Manager / Producer
Yuenkel Studios
Milwaukee
01.1998 - 01.2008
- Managed commercial photography production and nurtured client relationships for national brands and advertising agencies, ensuring alignment with client vision.
- Oversaw project lifecycle from budgeting to delivery, ensuring all milestones met within established timelines.
- Coordinated creative teams and vendors, optimizing resource allocation for successful project execution.
- Managed agency and direct commercial accounts at regional and national levels
- Ensured project profitability, quality control, and on-time delivery
Education
Some College (No Degree) - Organizational Leadership
Southern New Hampshire University
New HampshireMass Communication & Marketing
Marquette University
Communication
Carroll University
Communication
University of Wisconsin–Milwaukee
Skills
- Member & Customer Success Strategy
- Customer Lifecycle Management
- Retention & Expansion Growth
- Customer Insights & Engagement Analytics
- Value Realization & Utilization Strategy
- Enterprise Account Leadership
- Executive Stakeholder Engagement
- Cross-Functional Leadership
- Portfolio & Program Management
- Strategic Planning & Operational Governance
- Community Leadership
- Member onboarding
- Volunteer Governance
Leadership And Community Engagement
- President — Homeowners Association
- Board Member — Downtown Neighbors Association of Milwaukee
- Former Committee Member — University Club of Milwaukee
Timeline
Organizational Member Success Manager
American Society for Quality (ASQ)
01.2020 - Current
Component Operations Manager
American Society for Quality (ASQ)
01.2018 - 01.2020
Volunteer Specialist – Community Development
American Society for Quality
01.2017 - 01.2018
Relationship Administrator / Program Manager
American Society for Quality (ASQ)
01.2014 - 01.2017
Customer Service Representative
American Society for Quality (ASQ)
01.2012 - 01.2014
Director of Business Development & Marketing
White Lotus Collection
01.2008 - 01.2010
Studio Manager / Producer
Yuenkel Studios
01.1998 - 01.2008
Some College (No Degree) - Organizational Leadership
Southern New Hampshire University
Mass Communication & Marketing
Marquette University
Communication
Carroll University
Communication
University of Wisconsin–Milwaukee