Michael Alvarado Email & Phone Number

Michael is a customer experience and retention professional with over five years of experience leading customer success teams. He has a proven track record of implementing best practices that lead to improved customer retention rates. Michael is skilled in operations management utilizing his analytical thinking to make data-driven decisions that level up every team he has been a part of. Currently, Michael serves as Senior Manager of Customer Success at Calabrio, a SaaS company, where he leads a team of 12 CSMs. Prior to his current role, Michael served as the Manager of Client Success and Renewals at Brightly, a SaaS company serving clients in Education, Government, Healthcare, and Manufacturing verticals with intelligent asset management software. He helped lead the rollout of the Renewals & Migration Success teams by establishing the requirements and job descriptions. He improved the High Velocity CSA team's average time to close a case from 35 days to 11 days. He championed the need for a customer success software to improve the efficiency of the client success and renewals team resulting in the purchase and implementation of ChurnZero. He also previously served as the Director of Client Success at Social Solutions, a SaaS company whose focus is on providing case management software to non-profits and large government entities. He helped grow the department from 3 renewals specialists to a team of 14 client success managers and team leads while improving gross retention rates from 85% to 91% in 4 years and increasing the number of clients on multi-year contracts by 68% (17%->85%) over that same time. He pushed the adoption of Gainsight among the CSMs and regular reviewed customer data and feedback leading to a refined NPS process to have better indications of churn.

Listed skills include Customer Service, Outlook, Process Improvement, Customer Satisfaction, and 37 others.