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 08.2009 - 05.2012
Skills
Excellent Oral Communication skills
Outside Sales
Excellent Problem Solving Skills
Ability to effectively partner and build consensus across functional areas
Excellent Sales Skills
Ability to Drive results and growth
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
08.2009 - 05.2012