Matt Michell

Customer Success Manager

Professional Overview

Matt Michell is an experienced Customer Success Manager with a proven track record of driving customer satisfaction and retention. He possesses a versatile skillset spanning customer relationship management, client onboarding, and data-driven service optimization. With a strong background in the technology industry, Matt focuses on delivering exceptional experiences that enable clients to achieve their business objectives.

Experience Summary

Current Role

Customer Success Manager, Instant (2024-02-01 to Present)

• Manage a portfolio of high-value enterprise clients, serving as the primary point of contact for all post-sales support and service-related matters

• Proactively identify opportunities to enhance the customer experience, resulting in a 15% increase in customer retention over the past 12 months

• Collaborate cross-functionally with product, engineering, and sales teams to communicate customer feedback and drive product improvements

• Utilize data analytics to generate insights that inform strategic decision-making and ongoing service optimization

Career Progression

Customer Success Manager, Easol (2022-01-01 to 2023-11-01)

• Spearheaded the implementation of a new customer success framework, leading to a 20% increase in customer satisfaction scores

• Developed and executed targeted customer engagement strategies, resulting in a 12% boost in product adoption and feature utilization

• Served as a subject matter expert, providing technical and operational guidance to support the onboarding of complex enterprise clients

Customer Success Manager, Localz (2020-05-01 to 2022-01-01)

• Managed a diverse portfolio of small-to-medium sized businesses, ensuring seamless integration and ongoing support for the company's location-based services

• Collaborated with the product team to identify and prioritize feature enhancements based on customer feedback, contributing to a 30% increase in user engagement

• Played a key role in the development and implementation of a customer health scoring system, enabling proactive intervention and churn mitigation

Academic Background

Automotive Design, Sheffield Hallam University (2012-09-01 to 2016-05-01)

• Bachelor of Engineering (B.Eng.) in Automotive Design

Areas of Expertise

• Customer relationship management and retention

• Client onboarding and implementation

• Data analysis and business intelligence

• Cross-functional collaboration and stakeholder management

• Strategic planning and decision-making

Professional Impact

• Recognized as a top-performing Customer Success Manager, consistently exceeding client satisfaction and retention targets

• Contributed to the successful launch of new product features and service offerings, driving increased customer adoption and engagement

• Served as a subject matter expert and internal champion, sharing best practices and knowledge to support the professional development of the wider customer success team

Conclusion

With a strong customer-centric mindset and a results-driven approach, Matt Michell is a highly effective Customer Success Manager poised to drive continued growth and success for his clients. His diverse industry experience, technical expertise, and data-driven decision-making skills make him a valuable asset in the technology sector.