MICHAEL CECERE
Reno,NV
Summary
Resourceful and methodical professional with a proven track record in effectively managing product technologies from prospect to closure for clients across various industries and verticals, including FinTech, Hospitality, and SaaS. Known for analytical thinking and consultative customer-driven approach. Excels at conceptualizing unique strategies tailored to specific customer segments and target markets, resulting in new business acquisition, value-added results, and a strong return on investment. Seasoned leader who prioritizes building and improving key performance indicators (KPIs) to drive success. Exceptional interpersonal skills, adept at building and managing working partnerships to advance both short- and long-term business objectives, ultimately fostering long-term customer loyalty and success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Lead Customer Engineer
NCR Atleos
Reno, NV
08.2020 - Current
- Investigated and resolved service interruption cases through a deep understanding of software and hardware system integration solutions.
- Serves as a subject matter expert for payment integrations, Point-of-Sale hardware, financial electromechanical ATM’s and network device ecosystems
- Accepts and retains ownership of cases, providing regular updates to support and customers on the status of each task while meeting case deadlines
- Is a key collaborator for roll-out of new product features and systems implementation
- Highly dependable team-player who goes above and beyond to support customers, colleagues and coach new hires
- Promoted to leadership position of team Technical Lead
- Main point of contact and advisor for all team members
- Advanced Technical Expertise– Obtained Cisco CCNA & CCNA to better support customer base
Customer Success Manager
Revel Systems
San Francisco, CA
05.2016 - 04.2020
- Optimized utilization of Revel's POS system for delivering outstanding customer experiences.
- Secured lasting improvements by expediting time to value over entire customer journey.
- Played a pivotal role in creating and defining the small and medium business CSM position.
- Grew department by marketing customer success management as a paid subscription
- Partnered with integration solutions across inventory, loyalty, financial technology, and e-commerce sectors.
- Defined and automated strategic KPIs to establish a customer success strategy that followed customers throughout the entire lifecycle
- Reduced client attrition through proactive identification of product improvement opportunities.
- Ensured client solutions were delivered seamlessly and efficiently
- Coached key stakeholders and resolved outstanding system concerns through ongoing customer education
- Exceeded departmental goals and project deadlines by employing a sense of urgency while working on multiple competing projects simultaneously
- Owned Customer Experience – Superseded departmental objectives by managing multiple concurrent projects with a sense of urgency as Account Manager
- Served as the trusted point of contact for many accounts over four years, maintaining strong connections.
- Company Development – Played integral role in devising outreach strategy for small and medium-business accounts
- Data Driven – Identified opportunities for upsells and technology adoption by reviewing client product usage and analyzing KPIs
Field Service Consultant
Revel Systems
San Francisco, CA
01.2016 - 05.2016
- Successfully guided clients through the Revel onboarding experience including on-premises hardware installation, staff training, software configuration, and optimization
- Enhanced customer engagement by demonstrating new and existing product features frequently.
- Evaluated each account to understand their unique business goals, operating environment, and partnered with clients to maximize their return on investment
- Developed multi-media content and public speaking skillsets by training clients and their staff on how to use Revel features and functions
- Provided expert knowledge of Revel Systems capabilities allowing for efficient product and project rollout, accelerated user adoption, and improved competitive advantage
- Showcased exceptional organizational skills through successful on-site installations, system optimization, and launch dates.
- Collaborated with clients to align Revel tools with tailored success benchmarks.
- Multi-Media Content Development and Public Speaking Development – Trained clients and their staff on how to use Revel features and functions
Installation Specialist
Zapper
San Jose, CA
07.2015 - 12.2015
- Remote position based out of San Jose, CA
- Worked closely with the U.S
- Installation team to successfully complete QR code-based mobile payments integration with leading Point of Sales platforms
- Led and completed over two dozen implementations of Zapper’s mobile payment technology.
- Collaborated with South African development team for installations involving cross-functional teamwork.
- Supervised and supported the client’s business’s post-integration, ensuring quick user adoption and high ROI
- Utilized Salesforce for data-driven reports, to ensure a consultative implementation plan
- Project Management – Managed and successfully completed over 25 onsite installations of Zapper’s mobile payments platform to surpass and drive departmental growth
Business Analyst
Innovative Management 360
San Jose, CA
01.2014 - 06.2015
- Coordinated directly with the product developers to oversee quality control for the company’s core products, Posper POS, HINTS CRM, and end-user portals
- Directed comprehensive installations covering database setup to post-installation support.
- Performed daily maintenance of UAT environment, through software upgrades, SQL database creation, and management
- Ensured quality assurance by communicating, replicating, and describing design flaws to developers
- Compiled feature designs, documented design flaws, and guided regression testing for comprehensive user manuals.
- Assisted with prospecting, scheduling appointments, making initial presentations, understanding business needs, developing proposals, and closing sales
Outside Sales Account Executive
Harbortouch POS
San Jose, CA
07.2013 - 01.2014
- Initiated sales process by prospecting, managing appointments, making initial presentations, and uncovering iterating business needs
- Developed proposals prior to closing the sales cycle
- Analyzed the businesses needs through networking and market, determining which merchant products are appropriate
- Executed results against strategy and met critical deadlines
Reservations Sales Executive
Everline Resort
Olympic Valley, CA
10.2010 - 07.2013
- Boosted department sales goals by mastering Newmarket PMS System and Aspire Sales Program.
- Delivered exceptional customer service during sales processes for accommodations and spa packages.
- Applied selling techniques to seize upsell prospects.
- Harnessed hospitality management education and people skills to create memorable customer experiences
- Assisted in auditing group sales contracts for the executive sales team
Enterprise Implementation Lead
Micros Systems Inc.
Columbia, MD
09.2007 - 10.2010
- Company Overview: Now owned by Oracle and renamed Oracle F&B Hospitality
- Managed client onboarding for Micros point of sales system, including system installation and staff training.
- Successfully provided full property point of sales adoption for daily operations, through data entry, software optimization, hardware installation, and end-user training
- Graduated implementation boot-camp to become a lead installer
- Executed end-to-end implementation processes for enterprise technologies with focus on user training and post-installation assistance.
- Supervised and aligned team schedules to ensure smooth on-site cutover.
- Built customer-specific databases, reports, documentation, and related applications ensuring that all customer requirements were met
- Mitigated concerns related to databases, networks, hardware systems ,and point of sale operations.
- Team Management – Supervised and aligned colleagues’ schedules to coordinate successful on-site cutover and go-live support for new projects
- Now owned by Oracle and renamed Oracle F&B Hospitality
Education
Bachelor of Science - Hospitality Management
Pennsylvania State University
University Park, PA01.2007
Graduate -
State College Area High School
State College, PA01.2002
Skills
- Account Management
- Hospitality Management
- Customer Retention
- Cross-Functional Teamwork
- Leadership
- Customer Onboarding & Education
- Project Management (Onsite & Remote)
- New Product Rollout (Onsite & Remote)
- Payment Processing gateways & ISO’s
- Data Driven
- Application Integrations
- Networking - TCP/IP server applications, switches, routers
- Agile Product Management
- Data Center – Cisco, Ciena & Veritas component testing and hardware replacement
- Process Creation & Management
- API’s
Applications
MS Office Suite (Word/Excel/PowerPoint/Outlook), MS Office 365, Zendesk, Slack, Webex, Atlassian Jira, TeamViewer, MySQL, Salesforce, Yesware CRM, Asan CRM, Meraki MDM, Litmos, Google Workspace, Intuit Stack, Springer Miller PMS, Merchant Service Gateways/Processors, SQL Workbench, JSON, PuTTY, Windows OS, Mac OS/iOS, Linux Red Hat Enterprise/Raspberry Pi/Unix, Windows Server OS, Zapper Stack, MICROS 3700/9700, Simphony Enterprise Stack, Revel iPad PoS, NCR ATM & POS systems, HILTON OnQ PMS, SQL Server 2005, Cisco Routers/Switches, Printers, Data Center Servers, Ciena Optical Communications, Desktop PC, USB, CAT5, Fiber, Point of Sales peripherals, electromechanical ATM peripherals, Intuit Desktop, Intuit QuickBooks Online, Merchant Service gateways & processors, SQL server 2005, SQL Workbench, Linux, DOS, UNIX, PuTTY, JSON, XML
Professional Training Courses
- Udemy - CompTIA Network+
- Operations Management Graduate
- Six Sigma Graduate
- Metamorphosis - Training Graduate
- Aspire - Sales Training Graduate
- Cisco - CCNA Routing and Switching
- Udemy - Account Management Graduate
- Ciena - Optical Communication
Certification
Cisco CCNA & CCNP
Timeline
Lead Customer Engineer
NCR Atleos
08.2020 - Current
Customer Success Manager
Revel Systems
05.2016 - 04.2020
Field Service Consultant
Revel Systems
01.2016 - 05.2016
Installation Specialist
Zapper
07.2015 - 12.2015
Business Analyst
Innovative Management 360
01.2014 - 06.2015
Outside Sales Account Executive
Harbortouch POS
07.2013 - 01.2014
Reservations Sales Executive
Everline Resort
10.2010 - 07.2013
Enterprise Implementation Lead
Micros Systems Inc.
09.2007 - 10.2010
Bachelor of Science - Hospitality Management
Pennsylvania State University
Graduate -
State College Area High School