MICHELLE LAOUSSADI

Drive continuous improvement and growth through executing key business priorities, driving change management, process, and tools across a team of 80+ global Power Generation, Oil & Gas employees focused on Renewals, Customer Engagement, Education and Support

• Lead the global renewals team, portfolio of 500+ accounts, generating $60MM+ in Annual Recurring Revenue, 98% retention rate
• Execute various Lean events with successful track record of improved sustainability: improved NPS from a negative to +30; Support CSAT KPI 90%
• Streamlined renewals process improving Customer (Cx) and Employee experience (Ex) driving standard work
• Defined RASCI across organization, creating accountability
• Collaborate with various stakeholders across GED, influencing decisions enabling organizations strategic objectives
• Standardized and improved Support Agreement plans ensuring consistent Cx.

Led a global team of Customer Success Managers driving adoption, value realization, up sell and cross sell.

• Contributed $50MM+ in annual recurring revenue across all subscription offerings
• Managed a diverse portfolio of 500+ accounts from direct sellers and channel partners within the Oil & Gas, Chemical, Energy, Aviation and Mining industry
• Segmented end user accounts, identifying growth accounts and created a customer success structure improving satisfaction and retention, 84% Customer Satisfaction Score
• Led CS Culture Committee driving a diverse inclusive environment focused on learning, collaborating, building a sense of community across global remote team.
• Enhanced organizational development by recruiting and on boarding top talent
• Awards - 2018 Sally Award for Customer Success Excellence, 2017 Technology Services Association Star Award for Best Practices.

Led Industrial Cyber Security Operational Technology growth in two GE Business Units

• Accountable for entire lifecycle engagement driving 100% YOY organic Cyber growth
• Collaborated with 50+ team members across virtual teams and deployed go to market sell through strategy
• Created frameworks, tools, and metrics to drive horizontal integration across GE Business Units focused on closing gaps and driving growth.

Led national service sales team driving top line volume $100MM+ and OP Profit greater than $60MM

• Stellar performance earned multiple awards: 2012 GE President Award, GE Center of Excellence Award for Sales, 2013 GE Inclusiveness Award
• Executed strategies and programs driving Point of Sale exceeding volume and profitability
• Exceeded Win Back program yielding $15M in Total Contract Volume organic portfolio growth.

Spearheaded national accounts focused on go to market strategy, sales deployment and delivering profitable growth in dental and medical segments.

• Created joint go to market strategy with vendor partner, and redesigned sales coverage to achieve growth goals.
• Funded $55M new loans in 2010, realizing 17% growth.
• Deployed sales force effectiveness through new compensation plan, sales tools, and organizational structure.

Managed largest dental vendor program, increasing finance penetration, volume, and profitability

• Generated $220M top line sales over two years, which was unprecedented 20% growth
• Achieved double digit penetration for 80% of vendors at 74 branches
• Increased customer satisfaction by 12 points Net Promoter Score.

Developed prioritization of business initiatives through Lean Six Sigma

• Executed entire life cycle time project increasing vendor program sales penetration by 20%
• Received Excellence Award
• Eliminated non-value-added steps by 53%
• Performance in role led to promotion to Integration Manager of $100M+ GE Business unit.

• Implemented and adapted successful channel strategies.
• Captured market: size, share and growth for clients.
• Identified channel and end user segmentation, buying behavior and channel management such as: selection, compensation and conflict.
• Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients

Minor: International Business