Michael Lester
Norman,OK
Summary
Experienced Client Success Representative skilled in delivering world-class service and strategic support to optimize client systems and ensure maximum ROI. Proven ability to map processes, identify improvement areas, and implement best practices to enhance efficiencies and client satisfaction. A collaborative leader who drives product development and process enhancements to elevate overall system experience and client retention.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Success Consultant
Curative Talent powered by Doximity
10.2022 - Current
- Demonstrate exceptional client engagement skills by effectively communicating with healthcare professionals to understand their recruitment needs, provide personalized solutions, and consistently reaching 110% of KPI requirements, leading to improved client satisfaction and retention rates
- Utilize QBRs to evaluate recruitment efforts, analyze placement metrics, and discuss client feedback, enabling the assessment of strategies and adjustments based on market trends, ensuring KPIs and client satisfaction targets were met or exceeded
- Partnered with Sales, Operations, and other stakeholders to set strategies for customer interactions, including calls, visits, and business reviews, ensuring action item completion and execution of customer satisfaction, retention, and growth plans
- Acted as a SME for Salesforce and Doximity software, providing expert guidance and support in the implementation and optimization of ATS, CRM, ensuring seamless integration and enhanced user experience, resulting in a 30% increase in recruitment efficiency and a 25% improvement in client engagement metrics
- Act as a trusted advisor by providing insights into market trends, competitor analysis, and talent acquisition, effectively communicating customer needs and aligning internal teams towards achieving customer organizational goals
- Proactively identified and resolved potential and current issues with proper teams in a timely manner, resulting in minimal or no downtime in recruitment strategies
- Manage the recruitment life cycle, from initial client consultation to candidate placement, ensuring a seamless and positive experience for all parties involved.
Director of Marketing and Sales
Wheels America
04.2021 - 10.2022
- Collaborated cross-functionally with customers and internal departments to support product requirements, documentation, ordering, commercialization, and regulatory needs, facilitating consultative sessions with SMEs for complex support and problem resolution
- Led a high-performing sales team, driving revenue growth by 250% in the first year through strategic sales initiatives and effective team management
- Conducted QBRs to review sales performance, marketing campaigns, and revenue targets, identifying successful strategies, areas needing improvement, and setting goals for the upcoming quarter to ensure alignment with overall business objectives
- Managed seller experience improvements by conducting monthly business reviews and semi-monthly touchpoint calls for pulse point checks and realignment of business plan goals
- Managed customer inquiries and oversaw the implementation of complex product development projects for contract manufactured product lines, delivering top-tier service management.
- Developed and maintained strong client relationships, collaborating with Technical Support and Customer Engineering teams to ensure timely resolution of customer issues, overseeing the full cycle of implementation and review
- Collaborated with customers and internal teams to educate customers on services, product features, and best practices
- Implemented customer feedback mechanisms to continuously improve product offerings and enhance overall customer satisfaction
- Worked cross-functionally with marketing and product development teams to align sales strategies with market trends and customer demands while addressing industry issues.
Client Success Manager
Wheeler Fleet Solutions
04.2019 - 04.2021
- Managed a diverse portfolio of clients within assigned territories, consistently meeting and exceeding sales targets through proactive prospecting and relationship-building activities
- Implemented effective sales strategies to penetrate new markets and expand client base, resulting in 100% growth in territory revenue within the first year
- Participated in reviews to discuss sales performance within the assigned territory, review customer feedback, and strategize for the next quarter
- Refining sales tactics, addressing current and potential challenges, and setting targets to boost territory growth and client engagement
- Conducted thorough needs assessments with clients to understand their pain points and business objectives, tailoring product offerings to address their specific requirements
- Provided ongoing support and assistance to clients, serving as their primary point of contact for product inquiries, order processing, and issue resolution.
Account Management
Wheeler Fleet Solutions
04.2018 - 04.2019
- Conducted comprehensive market research and analysis to identify potential clients and assess market opportunities for business growth
- Developed detailed account plans and strategies to nurture client relationships and maximize customer lifetime value
- Communicated with customers on ongoing issues, exploring appropriate sources of information throughout the organization for answers to questions to gathering data to resolve customer issues
- Built and maintained strong relationships with multiple levels of customer stakeholders, from technicians to COO, and collaborated with sales teams to drive renewals and expansions while minimizing churn risks
- Provided actionable insights and recommendations based on data analysis, helping clients and our teams make informed decisions and achieve their business objectives
- Acted as a trusted advisor to clients, proactively anticipating their needs and addressing any concerns to ensure a positive client experience and drive retention
- Led new product launch lifecycle from idea to implementation.
Education
Bachelor of Science - Exercise Science Fitness Management Pre-Med
Lamar University
Skills
- Cross-Functional Collaboration
- Value Fluency and Management
- Post Sales Account Management
- Client Engagement and Relationship Management
- Team Oriented
- Analytical
- Interpersonal skills
- Salesforce/Gainsight/Paycom/ADP
- Google Ad Manager
- Microsoft Word Office Suite
- Social Media
- Digital Marketing
- UX/UI design
Certification
- Foundations of Project Management
- Project initiation: Starting a Successful Project
- Project Planning: Putting it all together
- Google Cloud Fundamentals: Core Infrastructure
Timeline
Senior Customer Success Consultant
Curative Talent powered by Doximity
10.2022 - Current
Director of Marketing and Sales
Wheels America
04.2021 - 10.2022
Client Success Manager
Wheeler Fleet Solutions
04.2019 - 04.2021
Account Management
Wheeler Fleet Solutions
04.2018 - 04.2019
Bachelor of Science - Exercise Science Fitness Management Pre-Med
Lamar University
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