Open To Work
Michael J. Russell
Wayland,US
Summary
Technical Support and Customer Success Leader with over 10 years of experience in sales support, SaaS environments, and high-volume customer service. Proficient in diagnosing and resolving complex technical issues using SQL, Python, and REST APIs. Skilled at managing ticket queues in Zendesk, delivering empathetic and thorough customer interactions, and leveraging Al tools to streamline workflows and personalize support. Adept at collaborating across teams, producing clear documentation, and driving process improvements to enhance product quality and customer satisfaction.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Director of Sales and Marketing
Sunrise Senior Living
Boston, Massachusetts
02.2023 - 02.2024
- Served as the chief technical liaison for the facility, cultivating relationships with Comcast and coordinating the installation of Wi-Fi and router setups to guarantee seamless internet connectivity for residents and staff.
- Engaged with leadership and residents to enhance technology upgrades aligned with operational needs, focusing on improvements to network stability and security protocols.
- Boosted occupancy rates to 97.3% (20% YOY increase) by delivering solution-oriented consultations for prospective clients, clearly articulating the benefits of services and technology.
- Recognized as the primary resource for resolving resident tech issues, significantly augmenting client satisfaction and internal efficiency.
Customer Success Manager → Business Advisor (Promotion)
Thryv
Boston, Massachusetts
04.2018 - 02.2023
- Orchestrated the transition of over 50 businesses to digital tools, markedly enhancing operational efficiency and lowering costs.
- Conducted technology audits with a focus on ROI, resulting in notable success stories for clients.
- Collaborated with cross-functional teams to devise customized IT solutions, contributing to increased client retention rates.
- Delivered strategic recommendations for SaaS adoption, effectively driving upsell revenue growth.
- Managed client onboarding processes to ensure fluid transitions, resulting in elevated satisfaction and decreased churn for SaaS solutions.
- Advanced from Customer Success Manager to Business Advisor, assuming a larger portfolio of strategic SaaS accounts with greater responsibility for renewals, adoption, and growth.
Mobile Expert
T-Mobile-Sprint
MetroWest, Massachusetts
04.2016 - 04.2018
- Excelled in sales performance by astutely identifying customer needs and aligning them with tailored mobile solutions, thereby enhancing client retention rates.
- Collaborated with colleagues to formulate promotional strategies, elevating product visibility and driving significant foot traffic to the store.
- Delivered exceptional customer service through active listening and promptly addressing concerns, fostering a welcoming atmosphere that encouraged repeat visits.
- Analyzed sales data to identify trends and refine inventory management practices, leading to improved stock levels and reduced customer wait times.
- Instituted innovative training techniques for staff, enhancing product knowledge and elevating overall team performance in sales interactions.
Canvassing Manager
Renewal by Andersen
Worcester , MA
01.2014 - 04.2016
B2B Sales Consultant
Verizon Wireless
Bellingham, MA
07.2011 - 01.2014
Sales Representative
Imperial Chrysler Dodge Jeep
Mendon, MA
01.2008 - 07.2011
Education
Associate of Science - Cybersecurity, Computer Networking
Massachusetts Bay Community College
Wellesley, MA 08.2024 - 08.2026
Associate Of Science - Psychology
Quinsigamond Community College
Worcester, MA 09.2006 - 05.2008
Skills
- Computer Networking
- Salesforce
- IT Strategy
- Network Security
- Data Migration
- Help Desk Support
- SaaS
- Sales Management
- Technical Support
- Technical Training
- User Experience
- Client Onboarding
- Customer Service
- Teamwork
- Communication
- Problem Solving
- Client Satisfaction
- Network troubleshooting
- Cybersecurity protocols
- Technical support
- Data analysis
- Project management
- Effective communication
- Product launches
- Advertising campaigns
- Data-driven decision making
- Sales pipeline management
- Sales training
- Key account management
- Web analytics
- Sales coaching
- Marketing automation
- Search engine optimization
- Partnership development
- Affiliate marketing
- Competitor analysis
Certification
CPR CERTIFICATION
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkGig WorkPart TimeLocation Preference
RemoteHybridOn-SiteSalary Range
$80000/yr - $167000/yrTimeline
Associate of Science - Cybersecurity, Computer Networking
Massachusetts Bay Community College
08.2024 - 08.2026
Director of Sales and Marketing
Sunrise Senior Living
02.2023 - 02.2024
Customer Success Manager → Business Advisor (Promotion)
Thryv
04.2018 - 02.2023
Mobile Expert
T-Mobile-Sprint
04.2016 - 04.2018
Canvassing Manager
Renewal by Andersen
01.2014 - 04.2016
B2B Sales Consultant
Verizon Wireless
07.2011 - 01.2014
Sales Representative
Imperial Chrysler Dodge Jeep
01.2008 - 07.2011
Associate Of Science - Psychology
Quinsigamond Community College
09.2006 - 05.2008