Microsoft Office Suite
Michael Hill
Client Advocate | Customer Success Strategist | Relationship Builder
Houston,TX
Summary
Customer-focused professional with solid leverages data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.
Overview
14
14
years of professional experience
2
2
Certificates
43
43
years of post-secondary education
Work History
Customer Success Associate
II:II SYSTEMS
Houston , TX
08.2022 - 11.2023
- Proactively engage with customers to understand their goals, needs, and challenges, and develop tailored success plans to achieve customer objectives.
- Provide ongoing support and guidance to customers, acting as the primary point of contact and advocate for their needs within the company.
- Monitor customer health and usage data to identify opportunities for upselling, cross-selling, and renewals, leading to a 20% increase in upsell revenue.
- Collaborate with cross-functional teams, including sales, product development, and support, to ensure the delivery of high-quality solutions that align with customer goals.
- Conduct product training sessions and webinars to educate customers on best practices and product features, resulting in a 15% increase in user adoption.
- Resolve customer issues and concerns in a timely and effective manner, maintaining a 95% customer satisfaction rating.
- Regularly gather customer feedback and insights to influence product development and enhancements, leading to increased customer retention and product improvements.
- Utilize customer success software tools (e.g., Customer Relationship Management (CRM), Customer Engagement Platforms) to track customer interactions, monitor customer health, and manage customer accounts efficiently.
- Meet or exceed quarterly and annual customer success KPIs, including Net Promoter Score (NPS), customer retention rate, and revenue targets.
- Created Tableau dashboards and reports that improved the efficiency of internal processes, leading to a 20% reduction in response times to customer inquiries.
- Developed and implemented SAP-based strategies to enhance customer onboarding, product adoption, and retention, resulting in a 18% increase in customer retention rates.
Senior Business Development Manager
ABGi-USA
Houston, TX
10.2021 - 08.2022
- Provide market insights and competitive analysis to inform product development and marketing strategies.
- Mentor and train junior business development professionals, resulting in 30% improvement in their sales performance.
- Collaborated with the marketing team to develop Tableau reports that tracked campaign performance and identified areas for optimization, resulting in a 20% increase in conversion rates.
- Designed and developed BOBJ reports and dashboards that improved internal processes, resulting in a 15% reduction in response times to customer inquiries.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Successfully identified and marketed tax incentives for construction building materials, resulting in a 10% increase in market share within one year.
Outside Sales Representative
AT&T Mobility
Houston, TX
10.2018 - 10.2021
- Consistently exceeded monthly and quarterly sales quotas, ranking in the top 10% of the sales team.
- Demonstrated in-depth knowledge of AT&T's products and services, effectively communicating features and benefits to customers.
- Cultivated and maintained strong client relationships, resulting in a 20% increase in repeat business and referrals.
- Successfully conducted needs assessments, tailored solutions, and negotiated contract terms to meet customer needs.
- Utilized CRM software to manage customer interactions, track leads, and generate detailed sales reports.
- Collaborated with the AT&T technical team to ensure a seamless onboarding process for new customers.
- Regularly updated product knowledge and participated in ongoing sales training to stay at the forefront of industry trends.
- Resolved customer inquiries and issues promptly, achieving a customer satisfaction rating of 95%.
Inside Sales Manager
Vonage Business Solutions
Atlanta, GA
02.2016 - 10.2018
- Led a team of 10 inside sales representatives to consistently exceed monthly and quarterly sales quotas by an average of 30%.
- Developed and executed sales strategies that resulted in a 120% increase in revenue over 3 years.
- Conducted regular team training sessions, resulting in a 40% improvement in overall sales team performance.
- Built and maintained key client relationships, leading to a 45% increase in client retention and upsell opportunities.
B2B Account Executive
Rubicon Technologies
Atlanta, GA
01.2015 - 02.2016
- Drove B2B sales strategies at Rubicon Technologies, consistently exceeding targets by an impressive 35%.
- Enhanced client relationships, achieving a remarkable 30% increase in retention and satisfaction.
- Led cross-functional teams, contributing to a stellar 40% growth in overall sales revenue.
- - Closed high-value deals, playing a key role in a notable 45% boost in sales during my tenure.
- Leveraged data-driven insights for a 35% improvement in identifying business opportunities.
- Collaborated on impactful marketing materials, driving a 30% increase in sales effectiveness.
- Committed to ongoing professional development, staying ahead in the dynamic B2B tech landscape.
- Pivotal in team onboarding, resulting in a 45% improvement in overall team productivity.
- Diligently updated CRMs, reducing errors by 30% and improving communication efficiency.
VP of Business Development
Hill Enterprises LLC
05.2010 - 01.2015
- Crafted and executed a comprehensive business development strategy, leading to a 20% increase in annual revenue.
- Established key partnerships with industry leaders, resulting in a 30% expansion of the company's client base.
- Conducted market research to identify emerging trends and customer needs, enabling the company to adapt and stay competitive.
- Successfully negotiated and closed high-value contracts with major clients, contributing to a 25% boost in profitability. -
- Implemented a data-driven approach to sales and marketing, resulting in a 15% increase in lead conversion rates.
- Developed and managed budgets, ensuring efficient resource allocation and cost control.
Education
MBA - Information Technology Management
WGU
Washington, DC 12.2022 - Current
Bachelor of Arts - Marketing
The University of West Florida
Pensacola, FL 2009.08 - 05.2012
Skills
Excellent Oral Communication skills
Software
CRM ie Salesforce
SAP
Google Workspace
Certification
Certified Scrum Master, Scrum Alliance
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Google Project Management Professional Certification, Google
01-2023
MBA - Information Technology Management
WGU
12.2022 - Current
Customer Success Associate
II:II SYSTEMS
08.2022 - 11.2023
Senior Business Development Manager
ABGi-USA
10.2021 - 08.2022
Outside Sales Representative
AT&T Mobility
10.2018 - 10.2021
Inside Sales Manager
Vonage Business Solutions
02.2016 - 10.2018
B2B Account Executive
Rubicon Technologies
01.2015 - 02.2016
VP of Business Development
Hill Enterprises LLC
05.2010 - 01.2015
Bachelor of Arts - Marketing
The University of West Florida
2009.08 - 05.2012