Michael Rountree Larsen
Executive Leader
OCEAN SPRINGS,MS
Summary
Experienced customer success leader and sales professional with a history of demonstrated success. Impeccable work ethic and talent for customer success, onboarding, retention, and sales development. Experience scaling small and large teams nationwide. A true focused results driver. Excellent communicator with extensive experience creating workflow processes, team training, and success playbooks. Exceptional people leadership skills and culture cultivator. Interested in forward-thinking and culturally sound organizations.
Overview
19
19
years of professional experience
Work History
Director, Customer Success (National)
A Place For Mom Inc.
09.2018 - Current
- Coaches and mentors team of CSMs nationally to ensure Best Practices are being optimized with 14,000+ Strategic and Enterprise customers to drive conversion, performance, revenue growth, quality, compliance, and engagement.
• Reports on portfolio performance, monitors and tracks KPIs and adjusts strategic direction where needed, including implementation of new initiatives.
• Creates, implements, and delivers on innovative new programs in partnership with key cross-functional teams to ensure continued revenue growth across markets.
• Proactively addresses strategic roadblocks to constantly improve customer experience, subsequently optimizing success to reach set goals.
• Ensures processes and procedures are standardized and applied, continuously improving them further in collaboration with leadership counterparts.
• Built and maintained Playbook for Customer Success and Regional Management teams to ensure consistency across markets for performance optimization.
• Built and maintains New Hire Training Playbook to attract and maintain world-class success Team of 100+ players. Oversee operations and provide corrective feedback to achieve daily and long-term goals. - Leverage professional networks and industry knowledge to strengthen client relationships.
- Assist with sales and marketing strategies to foster achievement of revenue goals.
Supervisor, Customer Acquisitions (National)
A Place For Mom Inc.
09.2018 - 01.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
Senior Director Sales and Marketing
Integral Senior Living
08.2015 - 09.2018
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Analyzed sales and marketing data for improved strategies.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Managed sales promotions and marketing strategies on major social media sites.
- Evaluated market data to develop and create business strategies and marketing plans.
Territory Manager, Pharmaceutical Sales
Centurion Labs
08.2014 - 08.2015
- Established successful account relationships by building rapport and maintaining consistent communication.
- Analyzed sales data to identify areas for territory improvement and implemented strategies to maximize sales growth.
- Worked with vendors and suppliers to support timely delivery of products and services.
- Researched competitor activity and used findings to develop sales growth strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Surgical Device Sales Specialist
OR Products, LLC
01.2006 - 08.2014
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
- Managed sales plan activities, promotions and product launches resulting in expanded revenues and branding.
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
Advertising Sales Executive
Frisco Style Magazine
01.2005 - 01.2006
- Increased sales by through customer-focused approach.
- Designed pitch presentations and marketing techniques.
- Drove development of digital and print advertising strategies.
- Coordinated with clients, internal teams and media leaders to consistently grow and improve client relationships based on revenue potential.
- Developed sales strategies and people skills to entice clients, negotiate contracts and close deals.
- Helped customers in determining design and layout of sold and spec ads.
- Made outbound calls to existing customers to upsell advertising packages.
Education
BBA - Business Administration
Brookhaven College
Dallas, TX05.1999
Skills
- Sales Quota Management
- Client Relationship-Building
- Business Growth
- Customer Needs Assessments
- Organizational Leadership
- Department Development
- Team Recruiting and Onboarding
- Professional Relationships
- Customer Satisfaction
- Customer Relationship Management
- Client Base Retention
- Salesforce Software
- Revenue Stream Development
Timeline
Director, Customer Success (National)
A Place For Mom Inc.
09.2018 - Current
Supervisor, Customer Acquisitions (National)
A Place For Mom Inc.
09.2018 - 01.2022
Senior Director Sales and Marketing
Integral Senior Living
08.2015 - 09.2018
Territory Manager, Pharmaceutical Sales
Centurion Labs
08.2014 - 08.2015
Surgical Device Sales Specialist
OR Products, LLC
01.2006 - 08.2014
Advertising Sales Executive
Frisco Style Magazine
01.2005 - 01.2006
BBA - Business Administration
Brookhaven College
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