Michele Lynn Teixeira

• Managed a team of 4 Managers and 30+ Global Customer Success Managers
• Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed
• Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
• Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends.
• Implemented strategies to reduce churn rates among existing customers by proactively addressing attrition risks.
• Implemented and streamlined the renewal process with improved communication and collaboration across departments.
• Developed and maintained long-term client relationships for increased retention and revenue growth
• Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers while cross-collaborating with go-to-market teams.

• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Implemented and developed operational standards, policies and procedures while achieving operational excellence by streamlining processes and implementing best practices.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Collaborated cross-functionally to resolve client issues, ensuring timely resolutions and positive outcomes.
• Used disciplined execution of renewals process and funnel management to reach and exceed sales goals.

• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Served as primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
• Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.

• Salesforce.com administrator for the senior executive, sales and account management teams.
• Contributed to overall company revenue by creating and implementing retention and churn processes geared to identifying potential revenue opportunities and losses.
• Prepared monthly, quarterly, and annual reports for executive management, including Vice Presidents, CRO, CEO, and Board Members.
• Created, developed, and implemented sales and account management training program and handbook.

• Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• ]Mentored departmental team, boosting efficiency, success and morale among employees.
• Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.