Michelle Gonzalez Gerth
Richardson,TX
Summary
Customer Success Professional with 20+ years of experience in cultivating client relationships and advancing educational innovation. Demonstrated success in program management and consistently exceeding KPIs, contributing to significant business growth. Skilled in collaboration, process improvement, and team training initiatives, all aimed at enhancing client satisfaction. Committed to leveraging expertise to align with organizational goals and drive ongoing success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Professional Services Manager
RethinkEd
01.2023 - Current
- Achieved a 93% retention rate with existing accounts across the assigned territory for the 2024-2025 school year.
- Developed an expansion plan for assigned accounts to ensure maximum retention and growth, resulting in a 65% expansion rate across the assigned territory.
- Facilitate the implementation process across multiple school districts using consultative and relational sales techniques to identify customer needs and opportunities.
- Led the contract renewal process within assigned territory.
- Directly support all stakeholders to ensure the fidelity of platform implementation and customer satisfaction, to drive renewal and growth.
- Develop and foster professional relationships with district decision-makers and platform users to identify needs and opportunities for support.
- Create and deliver engaging, effective professional development, and training sessions.
- Remain current on all product and content launches, communicate those updates with customers, and support problem-solving for any issues that may arise effectively and efficiently.
- Utilize CRM tools like Salesforce and Gainsight to strengthen client relationships and drive business growth.
- Use strong listening skills, and adapt presentations and support to the needs of the audience based on feedback, reception, and questions.
- Collaborate with professional colleagues to develop system-wide supports and materials for customers, and strengthen professional development content.
- Communicates best practices for implementing and delivering products to customers and internal teams.
- Maintain expert content knowledge of best industry practices, knowledge of state and district-specific standards, customer-based role changes, trends, and current events that may influence the customer experience.
Behavior Specialist
Richardson Independent School District
08.2017 - 01.2023
- Built the position from the ground up while writing policies and procedures to align with organizational needs.
- Established and implemented a student-focused social-emotional learning (SEL) support framework to enhance student mental wellness tools and training.
- Held focus groups on campus to analyze data for future learning implementations.
- Successfully created and implemented a social-emotional pilot program on 55 district campuses, with over 80% participation during the 2020-2021 school year.
- Developed restorative and social-emotional practices for the classroom, and trained over 1,000 educators in professional learning communities across the district.
- Acted as Team Lead to collect, organize, and analyze implementation data for district-wide PBIS, MTSS, and SEL/Restorative program initiatives over an academic three-year period, with over 60 district campuses.
- Designed a cohesive training website to showcase industry best practices, resources, modules, and more.
- Cultivate relationships with administrators and executives, building rapport as a trusted resource.
- Consistently establish plans of action to align with student needs.
- Provide company-wide training for teachers on best practices and understanding student behaviors.
- Tailor coaching to specific audiences to align with their needs.
Teacher, Special Education
Melissa Independent School District
11.2016 - 05.2017
- Developed individualized education plans (IEPs) for K–5 students, optimizing learning outcomes through tailored strategies.
- Fostered supportive environments that encouraged student growth and engagement.
- Integrated technology tools to enhance communication and learning effectiveness.
- Coordinated with multidisciplinary teams to align IEPs with students' strengths and interests.
- Submitted Medicaid billing for services to the Texas Health and Human Services Commission.
Sales Executive
Jones Girls Inc.
10.2005 - 05.2015
- Founded a personalized product company, generating 1.5K B2B accounts within the first twelve months of operations.
- Worked alongside sales representatives and boutiques.
- Developed various products, while enhancing branding, and maintaining high quality.
- Generated over $500k in sales in the first year by building rapport and relationships.
- Featured in Project Nursery, Stroller Traffic, and The Simple Moms.
- Organized sample kit of designs and product details for boutiques to drive awareness, leading to substantial sales.
- Performed market research to focus on building a robust client pipeline.
Education
Master of Arts - Business Education
Baker University
Bachelor of Science - Social Work
Fort Hays State University
Skills
- Relationship-Driven Sales Approach
- Collaborative Partnership Building
- Effective Presentation Skills
- Strong Interpersonal Communication Skills
- Solution-Oriented
- Proficient in CRM Systems
Certification
- PESI: Certified Trauma Professional
- American Association of School Counselors
- Texas Educator License (K-12 Special Education, K-12 ESL)
Timeline
Professional Services Manager
RethinkEd
01.2023 - Current
Behavior Specialist
Richardson Independent School District
08.2017 - 01.2023
Teacher, Special Education
Melissa Independent School District
11.2016 - 05.2017
Sales Executive
Jones Girls Inc.
10.2005 - 05.2015
Master of Arts - Business Education
Baker University
Bachelor of Science - Social Work
Fort Hays State University
Similar Profiles
Stacie BurroughsStacie Burroughs
Professional Services Coordinator at RethinkEdProfessional Services Coordinator at RethinkEd
STEVE TRANSTEVE TRAN
TEST TECHNICIAN at ZENTECH MANUFACTURING INCTEST TECHNICIAN at ZENTECH MANUFACTURING INC
Aiman AbuawadAiman Abuawad
Online Sales Manager at SupremeLiquidationOnline Sales Manager at SupremeLiquidation
Kyle FiniganKyle Finigan
Caretaker at Family Member With Progressive DiseaseCaretaker at Family Member With Progressive Disease
Carlton MayiengaCarlton Mayienga
Crew Member at Raising Cane'sCrew Member at Raising Cane's