Michael Cuellar Email & Phone Number

New York, NY, US

Austin, Texas, US

• Responsible for 70 key client accounts which totaled $1.2M ARR.
• Proactively engaged clients in reoccurring business reviews to ensure client satisfaction resulting in a 95% customer retention rate.
• Maintain product knowledge on new features, usage and improvements, educating clients to increase satisfaction & assisted with pre-sales cycle as platform SME.
• Implemented onboarding process for new clients to seamlessly transitioned clients between Sales and Customer Success teams.
• Created new support ticket process flow that reduced support response times by 75%.
• Provided feedback & worked with Product team to analyze hurdles impacting clients’ success & improve future versions of Zello.

Austin, Texas, US

• Manage client onboarding process flow and provide recommendations to ensure high adoption launches.
• Grow relationships for over 20 clients to ensure high satisfaction and referenceability as well as maintain subject matter expertise on clients, products and processes.
• Provide 1-on-1 counseling and support to end users to leverage our platform to full capacity in addition to training staff to meet growing business needs to resolve end user issues.
• Build impact analytics and reporting for internal and external partners to monitor client SLAs, which are met and exceeded 95% of the time.
• Develop training and marketing initiatives, refine onboarding and lifecycle procedures that reduced client launch time by 50%.
• Identify product pain points and spearhead feature improvements from idea phase to release to facilitate customer growth.

Austin, TX, US

• Conducted onsite business reviews and product launches with C-level executives at SMB companies with revenue in excess of $750M.
• Anticipated client needs, such as additional reporting, and advocated internally for solutions, to drive success and retain referenceability
• Managed third party call center and forecasted agent schedules to ensure client SLAs were met while spending 10% less than budget.
• Drove team-building events, in partnership with CEO, to help maintain and shape company culture.
• Envisioned and led training and marketing initiatives, increasing sales 147% MoM.
• Oversaw client support queue and responded to escalations, from over 4,000 retail storefronts, 20% faster than SLA requirements.

Sherman Oaks, California, US

• Planned, implemented and developed strategies to communicate news about Challah for Hunger both locally and nationally.
• Oversaw and coordinated social media communications regularly to update followers about college chapters across the U.S and Australia. This increased average weekly impressions by 600 people.
• Provided counseling to local chapters on how to better interact with volunteers and customers.
• Assisted Managing Director with various tasks including reimbursements for chapters and confirming donations from local chapters selected charities.
• Helped organize yearly Challah for Hunger National Summit.

Austin, TX, US

• Facilitated store openings in 6 states and Puerto Rico via weekly and daily calls and emails.
• Developed working knowledge of operator, store and company manuals.
• Helped coordinate necessary permits, merchandise receiving, and building/merchandising stores for timely store openings.
• Communicated with Director of Retail Operations to create independent contracted deals for all stores.