Open To Work
MIKE WILEY
Salesforce
Lilburn,GA
Work Preference
Desired Job Title
Technical Support EngineerCustomer Success ManagerCustomer Experience LeadershipTelecommunications Terminal Device Repairer
Location Preference
On-SiteHybridRemote
Location:
Lilburn, GA, GeorgiaAtlanta, GA
Open to relocation:
No
Important To Me
Career advancementWork-life balanceCompany CultureHealthcare benefits
Summary
Customer Success and SaaS professional with over 15 years of experience driving customer retention, adoption, and expansion across enterprise organizations. Background spans Salesforce, compliance SaaS, talent solutions SaaS, with expertise in executive stakeholder management, cross-functional collaboration, and translating complex technical issues into successful business outcomes.
Work History
Technical Support Engineer
4 Years 4 Months- Serve as a trusted advisor for enterprise customers navigating complex Service Cloud and Digital Engagement challenges.
- Partner with engineering and product teams to identify root causes and improve customer outcomes.
- Deliver support through chat, phone, and case channels while maintaining strong customer satisfaction.
- Maintain 4.5/5 Customer Satisfaction Score
Customer Success Manager
4 Years- Managed strategic customer relationships focused on adoption, retention, and long-term success.
- Developed renewal readiness plans and mitigated customer risk through proactive engagement.
- Retained 101% of customer business
Customer Experience Leadership
10 Years 2 Months- Managed customer relationships across the product lifecycle from implementation through renewal.
- Developed and executed organization-wide product training
- Leveraged customer insights to improve processes and drive successful business outcomes.
Telecommunications Terminal Device Repairer
3 Years- Led and mentored a squad of six soldiers during Operation Iraqi Freedom.
- Awarded the Army Commendation Medal for heroism and meritorious service.
Education
- Business Administration Pathway
Skills
Customer Success
Enterprise SaaS
Executive Stakeholder Management
Customer Retention
Renewal Strategy
Customer Adoption
Customer Experience
Digital Engagement
AI Solutions
Cross-Functional Leadership
Escalation Management
Accomplishments
AI Associate, Certified Platform App Builder, Certified Platform Administrator, Marketing Cloud Account Engagement Specialist, Trailhead Double Ranger, Agentforce Legend
Timeline
Technical Support Engineer
Salesforce
02.2022 - CurrentRead More
Customer Success Manager
NAVEX Global
02.2018 - 02.2022Read More
Customer Experience Leadership
CareerBuilder
12.2007 - 02.2018Read More
Telecommunications Terminal Device Repairer
U.S. Army
05.2002 - 05.2005Read More
Georgia State University
from Business Administration Pathway
Read More