Summary
Overview
Work History
Education
Skills
Work Preference
Volunteer Experience
Receptionist
Michelle Liebau

Michelle Liebau

Sewickley,PA

Summary

Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.

Overview

20
20
years of professional experience

Work History

Director, Client Services

Crown Castle
10.2018 - 04.2025
  • Led a team of 33 in providing post-sales administration of contractual agreements across three lines of wireless infrastructure product lines (towers, small cells, fiber), ensuring outstanding customer service
  • Cultivated and maintained strong relationships with key leaders in various departments, including Senior Leadership, Sales, Finance, Accounting, Legal, Operations, and Project Delivery, enhancing alignment and collaboration across the organization
  • Prepared senior leadership for quarterly earnings calls by delivering detailed financial commentary across all business lines, which provided precise insights into performance and strategic direction
  • Managed, budgeted, and mitigated churn on $4B in annual revenue, consistently surpassing targets
  • Reviewed, assessed, and communicated financial and legal implications in alignment with contract terms, minimizing risk and ensuring compliance with company policies
  • Created and maintained a culture of ownership, accountability, and collaboration to meet or exceed financial targets in accordance with strategic company goals
  • Recruited, mentored, and evaluated staff, conducted career development, compensation, and performance reviews, overseeing $500K G&A

Manager, Contract Relations

Crown Castle
03.2014 - 10.2018
  • Led a team of Client Service Managers to secure $16M+ contract value in renewals while mitigating churn and creating revenue opportunities
  • Oversaw a team of Contract Coordinators to ensure contract compliance related to cancellation rights and obligations, managing a large volume workload, and achieving a forecast accuracy rate exceeding 95%
  • Supervised a team of Account Managers to accurately forecast account receivable balances on a monthly run rate of $38M, meeting or exceeding quarter-end and year-end aging goals
  • Mentored a staff of 16 employees, including hiring, coaching, performance reviews, training, and development
  • Recognized as the 2016 Manager of the Year

Senior Account Manager, Venues

Crown Castle
01.2012 - 03.2014
  • Led revenue and cash reconciliation in Q1 2012 as customer representative, delivering a net impact of +$192K, a project value of +$342K, and cash flow of +$1M
  • Oversaw small cell reconciliation post-acquisition by leading integration of 8,000 new locations and implementing process enhancements ensuring smooth operations and continuity
  • Assisted land use reconciliation team by delivering comprehensive training on expense contracts, ensuring 100% accuracy for more than 300 real estate agreements
  • Assisted National Venue Sales team in contract administration and fostering meaningful venue back-office relationships, leading to increased business
  • Led a special project for Alcatel-Lucent to address a significant cash application issue, resulting in streamlined processes and the application of over $60M in cash; recognized with quarterly and annual Crowning Achievement awards for outstanding contributions
  • Awarded the 2012 Leadership Award and 2013 MVP Award

Senior Account Manager, Contract Management

Crown Castle
06.2009 - 12.2011
  • Managed customer account relationships for Verizon Wireless and T-Mobile covering 16,715 contracts with $39M in monthly revenue, ensuring financial compliance
  • Functioned as liaison between customers and internal departments to resolve contractual variances
  • Negotiated with customers to achieve company cash flow and revenue assurance goals, consistently meeting specified quarter and year-end goals
  • Developed and delivered customer presentations to support and enhance back-office relationships and streamline contract management processes for better efficiency
  • Built and sustained customer relationships through exceptional customer service and contract knowledge to facilitate contract administration solutions

Education

Master of Business Administration - Management

Fairleigh Dickinson University
Teaneck, NJ

Bachelor of Science - Commercial Recreation and Tourism

Montclair State University
Montclair, NJ

Skills

  • Client relationship management
  • Strategic planning
  • Cash flow optimization
  • Leadership development
  • Customer and revenue retention
  • Contract negotiation and administration

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureWork from home option401k match

Volunteer Experience

Pittsburgh Walk to End Alzheimer’s | Pittsburgh, PA

Executive Leader / Co-Chair, Engagement | January 2025 – Present

Execute recruitment initiatives to attract top-tier volunteers. Provide expert coaching and mentorship to volunteers, empowering them to excel in their roles.

Executive Leader / Team Captain | January 2024 – December 2024

Led recruitment campaigns to attract dedicated volunteers, expanding team members from 5 to 35. Achieved the top 3 team ranking in fundraising efforts. Secured the walk's first-ever top 30 ranking in the country.

Team Captain | September 2022 – December 2023

Initiated, oversaw, and inspired a team to meet and exceed fundraising goals for a charitable walk event.

Similar Profiles

CREATE PROFILE
Michelle Liebau