Michael Raab
Washington,DC
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
18
18
years of professional experience
Work History
Sr. Director of Account Management
INTELLIBOARD
02.2023 - Current
- Collaborated with Marketing and Product teams to create new outreach campaigns for the team to identify new champions at existing clients and expand utilization
- Created an account management playbook for guidance and best practices on renewal management, client engagement, internal systems use and best practices, and more
- Worked with our Director of Business Operations to make improvements to our renewal opportunity records in Salesforce to get better insight into our renewal book of business
- Worked our Director of Enablement and Director of Client Success to launch a recurring webinar training series for existing clients
- Created and deployed new workflows and fields in Salesforce to help bring greater insight into our existing client base
- Updated account management KPIs to ensure consistency of client experience and team performance.
Sr. Director of Sales Operations
CATALYTE
01.2022 - 12.2022
- Responsible for day-to-day oversight, maintenance, and updates of Catalyte’s Salesforce instance
- Managed Catalyte’s Inside Sales team, a team of 2, and helped refine our messaging to increase our introduction and discovery call rates
- Updated Catalyte’s forecasting methodology to increase accuracy by 5% through the course of 2022
- Drafted, implemented, and tracked performance against 2022 compensation plans
- Helped with the implementation and launch of Bullhorn for Salesforce
- Relaunched Salesloft to both the Inside Sales and Account Management teams
- Revised and updated sales stages and associated guidance for opportunities
- Promoted to Senior Director in July of 2022.
Sr. Director – Value Added Services
DOCEBO
02.2021 - 08.2021
- Managed a team of Technical and Solution Deployment Managers responsible for client implementation of the Docebo platform and technical assistance for APIs, SSO, data migrations, etc
- Developed a new pricing model for our implementation pricing, moving from a flat monthly annual user framework to using a complexity score to determine dedicated service needs and associated costs
- Launched a new menu of Value Added and Extension services designed to complement and expand upon the implementation of Docebo products and create new revenue opportunities
- Coordinated with Salesforce development team to create a new Professional Services support request process resulting in a centralized support request system to better track, report on, and assign PS resources
- Helped streamline operations for the team by consolidating documentation on our processes and services in a central location.
Sr. Director – Professional Service Operations
INTERFOLIO
04.2017 - 01.2021
- Managed teams of Client Success Managers, product support team, and oversaw the lifecycle of a client from implementation through renewal and beyond
- Helped in creating, building, socializing, and enforcing multiple new processes from support requests to reference tracking
- Assisted with managing Interfolio’s renewal book of business, which grew from $7M to over $13M, while also increasing our renewal rate to above 97%
- Created, launched, and advanced new services offerings to provide greater support, engagement, and knowledge to our expanding client base – adding $500K to renewable services sales in 2019
- Coordinated with a cross-functional team to launch our Interfolio Client Community in January of 2018 to create a space for clients to share best practices, learn about Interfolio’s products and roadmap, and monitor their support tickets
- Created a new and updated set of Professional Services focused KPIs working with leaders of each department to ensure alignment to broader company objectives
- Partnered with a cross-functional team to help ensure a smooth integration of Researchfish into Interfolio operations
- Served as a Salesforce administrator and helped in creating and updating new fields, reports, and dashboards for multiple teams internally
- Promoted to Senior Director in April of 2019.
Senior Manager – Client Relations
HOBSONS
01.2016 - 04.2017
- Managed a team of 10 (Account Managers and Senior Account Managers) who coordinated over 6,000 K-12 accounts domestically and internationally, book of business valued at over $12M
- Grew subscription revenue in first year by 63% with a year over year growth of over 40%
- Sustained renewal rates at 90+% over two years
- Provided internal reporting and dashboards for team members to track performance and pipeline helping ensure our renewals were on time
- Partnered with other internal teams to work with Product organization to help determine product roadmap and innovations
- Worked with our Management Information Systems team to test new products/product rate plans put into our Zuora/Salesforce instance helping ensure consistency in our pricing model
- Created personalized dashboards in Salesforce for all team members to help them better manage their book of business.
Channel Partner Operations Manager
BLACKBOARD, INC
04.2013 - 11.2014
- Managed 40+ Channel Partner organizations throughout Latin America, EMEA, Asia Pacific
- Negotiated and execute new partner agreements, and once established, ensure agreement compliance
- Responsible for training and on-boarding new partners including solution selling methodology and corporate visions, Salesforce.com, pricing and quote configuration, and Bb product training/positioning
- Established partner quotas, actively track and oversee pipeline development, facilitate necessary meetings between partners and Bb sales and leadership to continually ensure progress
- Provided internal reporting/dashboarding analytics on Channel Partner performance
- Supported diligence efforts in international acquisitions by identifying synergies between organizations.
Senior Contracts Manager
BLACKBOARD, INC
11.2010 - 10.2011
Contracts Manager
BLACKBOARD, INC
03.2007 - 11.2010
Contracts Associate
BLACKBOARD, INC
06.2006 - 03.2007
Education
Bachelor of Science - Biotechnology, concentration in Philosophy
Rochester Institute of Technology
Rochester, NY05.2003
Skills
- Proficient in Microsoft Excel, Outlook, PowerPoint, Word
- Advanced Salesforce
- Outreach
- SalesLoft
- Revenue Forecasting
- Team Development
- Managing Operations and Efficiency
- Project Coordination
Timeline
Sr. Director of Account Management
INTELLIBOARD
02.2023 - Current
Sr. Director of Sales Operations
CATALYTE
01.2022 - 12.2022
Sr. Director – Value Added Services
DOCEBO
02.2021 - 08.2021
Sr. Director – Professional Service Operations
INTERFOLIO
04.2017 - 01.2021
Senior Manager – Client Relations
HOBSONS
01.2016 - 04.2017
Channel Partner Operations Manager
BLACKBOARD, INC
04.2013 - 11.2014
Senior Contracts Manager
BLACKBOARD, INC
11.2010 - 10.2011
Contracts Manager
BLACKBOARD, INC
03.2007 - 11.2010
Contracts Associate
BLACKBOARD, INC
06.2006 - 03.2007
Bachelor of Science - Biotechnology, concentration in Philosophy
Rochester Institute of Technology