Michelle Callahan
Reading,Massachusetts
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Account Manager | Transition Management
Adobe
06.2024 - 09.2024
- Guided enterprise partners and clients through complex digital marketing transformations, resulting in a 15% growth in Adobe Marketing Cloud platform adoption, 98% retention rate, and $2.5M+ annual recurring revenue (ARR) growth.
- Oversaw large-scale implementations globally, across US, EMEA and APAC regions, enhancing stakeholder engagement and satisfaction through proactive management and clear documentation.
- Designed a structured process to identify customer expansion and integration opportunities, collaborating closely with Sales and Customer Success teams to drive growth and adoption.
- Advocated for customers by analyzing feedback and influencing product development roadmaps, ensuring platform alignment with client needs and future growth strategies.
Technical Consultant | Experience Optimization
Adobe
06.2023 - 06.2024
- Orchestrated cross-functional effort across engineering, legal, and documentation teams to establish enterprise runbook standard, achieving 97% adoption among major clients and fulfilling senior director-level contractual objectives within 6 months.
- Defined and executed audience segmentation strategies, establishing KPIs and best practices to improve insights into customer journeys and behavior.
- Streamlined the process for sharing customer enhancement requests, enhancing collaboration with product teams and leading to a more responsive roadmap development cycle.
- Monitored usage trends and addressed at-risk accounts, enhancing customer success and driving a measurable increase in renewal rates through targeted engagement strategies.
Strategic Services Consultant | Transition Management
Adobe
01.2022 - 06.2023
- Migrated legacy clients from data centers to the cloud using Snowflake, leveraging elastic scaling to improve data retrieval efficiency during peak holiday periods and reducing downtime by 30% within 3 months.
- Designed and implemented service reviews and customer success plans, focusing on optimizing critical Campaign workflows and database utilization to achieve client specific goals.
- Collaborated with cross-functional teams to enhance product knowledge and improve client engagement strategies.
Professional Services Consultant | Managed Service
Adobe
01.2019 - 01.2022
- Streamlined technical onboarding by creating best practice documentation and tailoring training sessions, effectively scaling the customer base and enhancing user experience.
- Implemented a $1M ServiceNow customer priority tracking system, optimizing task prioritization and improving visibility and scalability by 40%.
- Analyzed support and engineering tickets to surface systemic problems and trends, informing solutions that improved user experience.
- Elevated customer satisfaction scores by 30% within 3 months by leading in-person workshops and strategy sessions, incorporating actionable feedback to drive collaboration and engagement.
Technical Support Engineer | Strategic Accounts
Adobe
02.2015 - 01.2019
- Led enablement sessions and system evaluations to offer personalized solutions for assigned strategic enterprise customers and mid-market customers, enhancing account support and engagement.
- Resolved deliverability issues, enhancing inbox placement by guiding marketers on best practices and optimizing email configurations.
- Resolved high-priority downtime incidents for enterprise clients by leveraging diagnostic tools and collaborating with cross-functional teams.
Technical Support Specialist (Tier 2) | Escalation Resolution
Constant Contact
12.2014 - 01.2015
- Triaged and resolved internal and external escalations promptly, ensuring stakeholder satisfaction through effective troubleshooting and problem-solving techniques.
- Streamlined incident management using ITIL methodologies, reducing resolution time by 30%.
- Resolved email display issues and landing page errors using HTML/CSS, while mentoring colleagues on technologies to enhance team capabilities.
Education
Product Management
Stanford University
Computer Science
University of Massachusetts
Web Development
Western Governors University
Skills
- Sales support
- ITIL framework
- Software development
- CRM software proficiency
- Client onboarding
- Teamwork and collaboration
Summary
Enterprise SaaS consultant with 5+ years delivering high-impact implementations and digital transformations for Fortune 500 clients. Expert at building strategic roadmaps, managing cross-functional projects, and driving measurable ROI through technical excellence and client champion development.
Role Aligned Qualifications
- 5+ years of experience as a B2B SaaS Technical Account Manager supporting enterprise Fortune 500 customers
- 2+ years of experience as a technical project manager leading digital transformations
- Owned org-wide Salesforce implementation at Adobe
- Strong integration experience with API’s
- Tools: JIRA, Workfront, ServiceNow, SFDC, and Workday
Certification
- Certified Internet Web Professional Certification Partners
- IT Fundamentals+ CompTIA
- Technical Writing (In Progress)
Timeline
Technical Account Manager | Transition Management
Adobe
06.2024 - 09.2024
Technical Consultant | Experience Optimization
Adobe
06.2023 - 06.2024
Strategic Services Consultant | Transition Management
Adobe
01.2022 - 06.2023
Professional Services Consultant | Managed Service
Adobe
01.2019 - 01.2022
Technical Support Engineer | Strategic Accounts
Adobe
02.2015 - 01.2019
Technical Support Specialist (Tier 2) | Escalation Resolution
Constant Contact
12.2014 - 01.2015
Computer Science
University of Massachusetts
Web Development
Western Governors University
Product Management
Stanford University