Michelle N. Kinney
Winter Garden,FL
Work Preference
Summary
Dynamic Customer Success Representative with a proven track record at Brightspeed, achieving a 99.9% retention rate. Expert in enterprise cross-departmental collaboration and contract negotiation, I leverage strong problem-solving skills to drive revenue retention and foster client partner relationships, ensuring alignment with business objectives and delivering exceptional value.
Overview
20
20
years of professional experience
Work History
Customer Success Representative
Brightspeed
08.2024 - Current
- Building inter-departmental partnerships
- Retain and Grow
- Successful Quarterly Business Reviews
- In managing an Enterprise Customer base that supports five Account Managers, I conduct quarterly business reviews to ensure we are delivering on their critical business objectives through leveraging current Brightspeed solutions.
- This is accomplished by learning what our customer’s business needs are and how our fiber products will support their operating needs.
- I also monitor early indicators of customer health, proactively addressing their concerns.
- In addition, I Implement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth.
- Manage risks to customer success, identify root causes, define, and activate solutions, and deploy cross-functional support to resolve.
- With established trust and loyalty earned, I naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engage sales accordingly.
- Currently managing a total volume of $7.8M worth of business with 99.9% retention rate.
Fiber Executive
AT&T
03.2023 - 07.2024
- Building a robust funnel
- Discovered 3 Referral Partners
- Meeting deliverable deadlines
- As a Sales Executive, I proactively sell AT&T’s pre-deployed fiber-based broadband network assets to small and mid-market business customers.
- Responsible for self-lead generating activities such as uncovering my own leads through external networks and/or cold calling.
- I can drive sales and maintain a self-starter mindset to grow my own territory, as I build relationships and identify new sales opportunities to existing and prospective customers.
- By conducting repeated site visits to customers, this allows me to build rapport, familiarity, and trust within my territory with C-Level decision makers.
- In addition, my partnership with the outside plant engineering team, I am abreast of area fiber deployment to discover new revenue opportunities.
- Utilizing consultative selling skills to identify initiatives, uncover customer technology gaps and leverage industry knowledge to close sales opportunities.
- Understanding the RFP/RFQ process for Proposals, conduct presentations of products and services to C-Level executives and Business Owners.
- Handling customer’s escalations, outages, billing concerns and turning them into a positive experience by taking ownership of the situation.
Sr. Enterprise Account Manager
Frontier
11.2021 - 10.2022
- 145% attainment year to date
- Retention achievement of 99.87%
- Liaison between our Partners and cross-functional departments
- I successfully managed an assigned base of over 400 active clients with a customer-centric mindset.
- I have a 99.87% retention rate.
- Through the use of my excellent communication skills, I can acknowledge, support, and confirm product ideas, resolution, and next steps.
- I am active on LinkedIn Sales Navigator and participate with technology groups/forums within LinkedIn to stay up to date with the various vertical’s buying behavior and expectations.
- Led by my natural customer success standards and work ethics, I cultivate a relationship based selling strategy.
- My demonstration of emotional intelligence and interpersonal skills highlights my ability to consult with customers at all levels including C-Suite executives.
- I earn the business with my consultative techniques and continue to grow the business with my transparent language.
- My strength is my exceptional analytical skills, allowing me to be organized and act with a sense of urgency.
- These skills allow me to zone in on various sales strategies and prioritize my work efficiently with a flexible mindset.
- Time management and multi-tasking are necessary tools for me to handle multiple clients at once and pivot as needs change throughout the day.
- My advanced motivational and negotiation skills are invaluable to exude a Win-Win environment for the client and Frontier’s goals.
Enterprise Account Manager
Lumen
03.2020 - 10.2020
- Successfully managing customer escalations
- Collaborate with my Ecosystem
- Keen interpersonal skills
- I efficiently managed a base of approximately 250 accounts billing roughly $2.5 million in annual revenue to retain and grow.
- I developed trust and rapport with our C-level Enterprise customers.
- Consistently participating in business networking events and staying up to date on industry trends to tailor conversations to a specific vertical.
- These efforts allowed me the ability to understand my customers’ needs and ask for the upsell of their current spend with Lumen.
- I presented a vast array of product offerings including but not limited to Colocation, Managed services, and UCaaS.
- I also engaged in cross-selling opportunity with overlays who specialized within Lumen in security and cloud solutions for our customers.
- Strategically networking with internal customers/partners as the quarterback of my accounts to ensure efficiency, resolution and silo removal for swift results.
- I evaluated my goals monthly and develop strategies and tactics to achieve results on a year-to-date objective.
Senior Account Manager
Lumen
11.2018 - 03.2020
- Developing Brand Recognition
- Self-generated lead system
- Vendor/Sponsorship Relations
- As a Sr. Account Manager in the Multi Dwelling Unit (MDU) segment I developed and cultivated relationships with Builders, Developers, C-suite Executives, and Regional Property Managers.
- My main objective was to gain bulk agreements with Homeowners Associations, Consultants or Developers to allow placement of our Fiberoptics and marketing materials on site.
- When dealing with HOA opportunities this consisted of holding informational meetings for residents to discuss community benefits, services available, and set expectations in a town hall format.
- Leaving behind collateral to ensure awareness of utility standards and requirements during and after construction.
- I Engaged with key internal stakeholders of the projects post sale, inflight, and through completion.
- Worked with internal partners to ensure a smooth execution of projects, by assisting with customer follow-ups as needed.
- With successful strategical networking with internal and external resources, I would gain first-hand knowledge of residential and mixed-use projects within Central Florida for new projects coming online.
- Participated in Engineering meetings including extensive Planned Area Development County meetings, pre-construction meetings and customer scopes of work site tours.
- In addition, I worked closely with Marketing events or conduct lunch meetings to have an opportunity to form a relationship with my customers and discuss their project goals.
- While working with Finance to ensure projects met company ROI and determine if further negotiations were needed.
- There was a team effort to accomplish my goals with internal partners ranging from a sales Engineer to outside plant Engineering for designing a network of WAN/LAN Wi-Fi, Ethernet, and smart neighborhood solutions.
Education
Bachelor of Arts - Public Affairs
Florida Atlantic University
Boca Raton, FLMaster of Arts - Public Relations
Webster University
Jacksonville, FLSkills
- Product Knowledge
- Problem Solving
- Business Planning
- Enterprise Cross-Departmental Collaboration
- Executive Presentation
- Client Partner Relationships
- Contract Negotiation
- Public Relations
- Renewal/Upgrade
- Revenue retention
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Representative
Brightspeed
08.2024 - Current
Fiber Executive
AT&T
03.2023 - 07.2024
Sr. Enterprise Account Manager
Frontier
11.2021 - 10.2022
Enterprise Account Manager
Lumen
03.2020 - 10.2020
Senior Account Manager
Lumen
11.2018 - 03.2020
Bachelor of Arts - Public Affairs
Florida Atlantic University
Master of Arts - Public Relations
Webster University