Mitch Mitchell Email & Phone Number

Atlanta, Georgia, Us

Over the last few years, I've managed a strategic portfolio of 10-25 Fortune 100/500 accounts, driving revenue retention and expansion with an ARR range of $5M-$11M. In this role, I serve as a trusted advisor, guiding customers from implementation to renewal, ensuring they maximize their investment in OneTrust. During this time, I generated more than $4.6M in ARR expansion, with 2023 results of 97% Gross ARR and 166% Net ARR.My Mission:Relationship Management: Build strong relationships with senior executive sponsors to align with their business objectives and act as a trusted advisor throughout the customer lifecycle.Operational Excellence: Enhance customer delivery, aligning roadmaps to evolving needs and expanding the scope of our engagement.Consultation: Serve as the primary point of contact, guiding customers across OneTrust's departments and optimizing platform impact.Program Management: Drive success by leveraging industry expertise and delivering best-practice solutions.Deescalation: Manage mission-critical escalations with proactive communication and a steady presence.Technical Advocacy: Collaborate with internal teams to align product features with customer needs and strategic priorities.Executive Alignment: Lead quarterly business reviews with executive teams to ensure alignment and partnership success.Retention Forecasting: Use adoption metrics and best practices to identify risks, growth opportunities, and nurture ongoing engagement.Account Growth: Balance retention and growth, managing a portfolio of accounts to align with OneTrust’s revenue strategy.Enablement: Leverage data to identify training and expansion opportunities, driving increased platform adoption.Value Engineering: Demonstrate ROI throughout the customer lifecycle, ensuring customers derive maximum value from their OneTrust subscription.

Atlanta, Georgia, Us

Over the last two years, I've managed a book of business of 10-25 Fortune 100/500 accounts averaging a total of $5M-$10M ARR. In that time, I generated more than $2.8M in ARR expansion. 2023 Gross ARR: 97%, Net ARR: 166%.My Mission is to...Relationship Management: Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers.Consultation: Act as expert advisor to help my customers navigate Privacy and Governance cross-departmentally to provide value to their companies.Program Management: Accelerate customer solutions through knowledge of their business and best practice guidance.Deescalation: Deliver proactive communication and manage mission-critical escalations.Technical Management: Advocate for my customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.Understand each customer's industry and Trust Management Strategy to help customers utilize the OneTrust platform to derive maximum business value.Executive Alignment: Deliver business reviews to communicate strategically with customer executive teams to ensure we are partnering to deliver on their business objectives.Retention Forecasting: Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.Account Growth: Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy. Enablement: Utilize adoption statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.Value Engineering: Deliver and communicate ROI for my customers throughout their lifecycle, ensuring customers derive maximum value from OneTrust and fully leverage their subscription.

Atlanta, Georgia, Us

Part-time account management, collections, customer service, and office administration for Atlanta Sprinkler Inspection, LLCIn my time there, I collected over $2M in unpaid revenue, implemented efficiency changes to reporting and filing systems, and furthered the business through workplace and workforce management.

Los Gatos, California, Us

As a Customer Success Manager for our Enterprise accounts, I was responsible for creating and maintaining successful partnerships with UserTesting's largest and most strategic customers and ensuring they realized maximum value from our platform and services. This position worked cross-functionally with our Sales, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.• Managed the end-to-end customer experience from platform adoption to engagement to retention, and served as the voice of the customer inside UserTesting.• Nurtured and expanded relationships with end-users and stakeholders through responsive, value-adding communications.• Developed and implemented tailored strategies to ensure our product was utilized in a way that met our customers' objectives.• Developed, lead, and delivered effective C-level presentations and Business Reviews.• Owned customer health; delivered effective engagement programs and playbooks.• Developed and executed in-depth customer success plans.• Served as a strategic advisor to customers by providing enablement, recommendations, and best practices on how UserTesting can address customer goals, needs, and pain points.• Partnered closely with sales to manage global account managers, and renewal managers to ensure customer growth and retention.• Conducted on-site meetings and adoption programs.• Enjoyed building relationships, overcoming obstacles, challenging customers to think bigger, and conducting highly strategic client interactions.• Upheld a proactive, independent, and energetic attitude with the desire to be a key player on a results-oriented team.• Demonstrated an entrepreneurial spirit with a passion for technology and product development.• Helped to mentor and develop other members of the Customer Success team.• Worked cross-functionally in a high-growth environment with attention to detail and a positive attitude.

Auburn, California, Us

I entered this role to help create a Customer Success Team from scratch with a goal to maximize gross and net revenue retention. Interviewed and trained all Customer Success and Onboarding new hires. Recruited and cultivated a team of highly talented Customer Success Managers, training and assisting them to manage their books of business while managing my own book.Created and maintained successful partnerships with Enterprise level customers and ensured they realized value from our platform and services. Worked cross-functionally with our Sales, Product, and Marketing teams to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.Drove meaningful adoption of the Riskalyze platform through scaled training and enablement programs. Oversaw support and services team delivery by acting as the point of escalation for customer issues and obstacles. Monitored, analyzed, and shared customer usage data. Measured business outcomes and propelled mutual success planning. Developed and maintained executive-level relationships. Conducted in-person and remote quarterly business reviews. Managed contract-renewal discussions and contract negotiations. Actively worked with Sales to grow accounts. Rescued major accounts that had already requested cancellation with a 26% success rate. Identified KPIs and provided quarterly OKRs. Coached my teammates towards their goals in weekly one-on-ones and team stand-ups. Trained my team to build relationships with customers, increasing touchpoint efficiency, customer engagement, CSAT, and NPS. Developed and improved internal and external training materials and processes.Worked with in-house developers to enhance the company’s CRM in order to increase productivity and reduce wasted time. Traveled nationally, speaking at partner and enterprise account events. Networked and presented at conferences.

Auburn, California, Us

Hired, managed, and developed a Support Team to provide an industry-leading customer experience in Finance Technology. Assisted in day to day operations management of service delivery. Developed internal and external training materials, programs, and content. Helped restructure support team, workflow, and escalation process, increasing customer satisfaction score from below 90% to above 98% (generated from service ticket surveys). Engaged customers via live chat, phone, and email support to respond to their questions, educating them to incorporate the product into their practice.Handled escalations from the team. Trained teammates to handle increasingly high-level issues.Evaluated key business software. Developed and implemented more efficient solutions, significantly reducing time per service ticket from open to resolved by ~45% and increasing support team productivity and morale. Coordinated IT projects, implementing new softwares and technologiesPlanned and executed internal and customer-facing product launch strategies.Worked with QA and Engineering teams to investigate, report, and solve support issues.Worked with Product and Marketing teams to advocate for our customers, providing live product feedback and success stories.

Auburn, California, Us

A Riskalyze Coach was an entry-level position in which a team of half-a-dozen coaches jointly shared a book of business of a few-thousand customers with lower average ARR. While much of the communication with these customers was low-touch or tech-touch, Coaches were directly responsible for both proactive and reactive customer engagement and retention efforts. Proactively monitored, contacted, and trained customers to achieve their desired outcomes with the product through one-on-one training and user-facing educational resources.Uncovered expansion opportunities and referrals to share with the sales team.Rescued accounts that had requested cancellation by working with them to analyze recurring issues and then propose and implement solutions to resolve them.Collected customer success stores for the Marketing Team.Provided valuable product ideas for the Product Team.Worked with the Support, QA, and Engineering teams to troubleshoot, research, report, and solve customer support issues.

Atlanta, Georgia, Us

Provided care to patients in and Intensive Care setting, demonstrated competency with treatments, procedures and equipment appropriate to the patient and clinical staff’s needs, and hospital policy.Worked as a Nurse Aide and Clinical Technician in ICU, CVICU, and MSICU settings.

Atlanta, Georgia, Us

Provided care to patients in and Intensive Care setting, demonstrated competency with treatments, procedures and equipment appropriate to the patient and clinical staff’s needs, and hospital policy.Worked as a Nurse Aide, Unit Secretary, and trainer in Med-Surge and ICU settings.Patient Care, Customer Service, IT Support, Secretary, Administrative Assistance, Phlebotomy, Nursing Assistance, Medical Technician, Charging Accounts Receivable.

Algebra, Trigonometry, Biology, Chemistry, Physics, Anatomy/Physiology, Economics, Statistics, Philosophy.

Formal voice training in Choral, Barbershop (lead), Oprah (Tenor), Broadway, Blues, Jazz and Gospel. Amateur metal and pop punk. Plays I have worked in include "To Kill a Mockingbird" "The Crucible" "Macbeth" "The Complete Works of William Shakespeare Abridged" "The Potting Shed" "Mainstream" "An Inspector Calls" "Copenhagen" "A Streetcar Named Desire" "Death of a Salesmen" "A Bright Particular Star" "The God Committee" "Crimes of the Heart" "Lucifer" "Caucasian Chalk Circle" "Feeling Fat" "Doubt" "Niada" "The Learned Ladies" "The Miser" "The Importance of Being Earnest" "A Christmas Carol" "Anything Goes" and selected scenes from many other plays, screenplays, novels, and monologues.

Set Design and Construction, Sound and Light Design, Prop DesignManaged and oversaw all non-acting tasks of production for eight full shows. Managed and organized a crew of 5-30 volunteers.Organized, inventoried, and stored hundreds of props, set-pieces, furniture, raw-materials, and power-tools.Instructed volunteers in all skills and safety precautions.Designed, created, programmed, installed, and ran all sound and light maps for all performances and rehearsals.Practiced, and taught relational, personal, and management skills needed in high-stress, low-budget, tiny-deadline management.Scheduled and took part in bi-monthly production meetings with department heads.Took charge of all extra-departmental relations including administration, funding, venue FURF, Student Development, and Campus Events.Managed and directed the set, sound, and lighting teams for the spring shows.Managed a Theatre Tech team of both volunteer and work-study students. Our responsibilities included, set, costume, props, sound, lights, rehearsal schedule, strike, backstage, cue management, and note management.Tech Director for: Copenhagen, Caucasian Chalk Circle, The Man Born to Be King, NiadaStage Manager for: Lucifer, The Importance of Being Earnest, The God Committee, Copenhagen, Rope, A Bright Particular Star, Mainstream and Other One-Acts, Fiddler on the Roof, West-Side Story

Managed the work and schedules of co-workers at a single pool including the organization and delegation of daily tasks.Created a positive environment and daily ensured the safety of all patrons by enforcing pool rules, maintaining pool facility and equipment, and explaining safety precautions.Maintained all governmental and city regulation paperwork including daily waivers, daily health department papers, hourly chemical checks, supply inventories, and incident reports.