Micah Smith Email & Phone Number

» Perform and guide deliveries on the GMS platform, including setting up a milestone schedule and project plan to help customers through the onboarding process» Assist clients in the structuring their data to optimize GMS functionality» Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution» Ensure hotel clients are successfully using the platform by working with clients to understand… Show more » Perform and guide deliveries on the GMS platform, including setting up a milestone schedule and project plan to help customers through the onboarding process» Assist clients in the structuring their data to optimize GMS functionality» Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution» Ensure hotel clients are successfully using the platform by working with clients to understand their business objectives and onboard them appropriate to achieve those goals» Work closely with internal departments such as Sales, Development, Creative, Account Management, and Product teams to provide services required to meet client program expectations» Provide insight on clients' needs to internal teams on a regular basis; represent clients' views, requirements, and experience throughout the organization» Assist Support & Development teams with troubleshooting and resolution of integration issues» Provide feedback to the development team around potential customer enhancements» Assist development team in filing and resolution of bugs and/or issues» Consult with and train customers in email assembly, email marketing campaign generation, loyalty programs, website portals and other GMS functionality. Show less

» Primary contact for all post-sales activities including customer onboarding, product training, technical support, and assigned account management activities» Create lasting partnerships and responsible for delivering to drive positive client outcomes» Serve as a trusted advisor to customers delivering best practices, and guidance» Deliver quarterly business reviews focusing on recommendations to align our platform to the customer’s business goals and strategy» Expand existing… Show more » Primary contact for all post-sales activities including customer onboarding, product training, technical support, and assigned account management activities» Create lasting partnerships and responsible for delivering to drive positive client outcomes» Serve as a trusted advisor to customers delivering best practices, and guidance» Deliver quarterly business reviews focusing on recommendations to align our platform to the customer’s business goals and strategy» Expand existing clients’ usage on our platform» Advocate for customers leading internal teams and projects to solve customers’ needs» Monitor customer health, identify risk, develop success plans, and deliver recommendations» Prioritize and drive timely resolution for clients, using Zoho Desk support center» Gather regular customer feedback and suggestions and present ideas for implementation» Propose new ideas to continuously evolve the customer experience Show less

» Strengthened clients’ competence within our SaaS while focusing on retention and loyalty» Documented and resolved client issues in a timely manner, escalate when necessary» Lead internal and external stakeholder training events for Guest Management Solutions (GMS) » Created targeted training and action plans for at-risk accounts to rebuild client confidence» Subject Matter Expert for GMS’s Salesforce environment and Case Manager for our general Customer Success Manager… Show more » Strengthened clients’ competence within our SaaS while focusing on retention and loyalty» Documented and resolved client issues in a timely manner, escalate when necessary» Lead internal and external stakeholder training events for Guest Management Solutions (GMS) » Created targeted training and action plans for at-risk accounts to rebuild client confidence» Subject Matter Expert for GMS’s Salesforce environment and Case Manager for our general Customer Success Manager Support» Collaborated with cross-departmental teams to help clients leverage our services seamlessly» Communicated to leadership client relationship heath and opportunities for a 360 approach» Developed materials for common Use Cases for GMS for mass distribution» Finished in the 100% Club in 2021 Show less

» CRM Administrator (Zoho), data management» Supported Executive Leadership with sales tracking, market analysis and identifying KPIs» Improved business processes and supported critical business strategies» Drove marketing planning, strategies, campaigns and communications initiatives» Built brand consistency via website, creative materials, presentations and training» Optimized email communications for stakeholders - 50-55 event clients per year» Structured from the… Show more » CRM Administrator (Zoho), data management» Supported Executive Leadership with sales tracking, market analysis and identifying KPIs» Improved business processes and supported critical business strategies» Drove marketing planning, strategies, campaigns and communications initiatives» Built brand consistency via website, creative materials, presentations and training» Optimized email communications for stakeholders - 50-55 event clients per year» Structured from the ground-up our Digital Asset Management resources» Maintained training materials for communications, safety procedures, and committees» RFP/Proposal development - will provide portfolio upon request» Lead generation and up-selling Show less

» Developed branding consistency through print, web, and RFP/RFQ proposals generating $5 million in new business - can provide portfolio upon request» Analyzed existing markets and monitored competitors

2710 Discovery Drive, Suite 600, Orlando, Fl

» Performed marketing related duties such as market research, client presentations, branding development, and identified potential new markets for our courseware» Managed labs to ensure quality control and functionality of courseware» Established us as an approved accreditor (CE Broker) for continuing education» Lead generation

» Assisted the Magic Communications Department and local media affiliates

» Developed social media strategies for national touring shows» Managed email campaigns for all events and grassroots marketing efforts

» Performed marketing related duties - market research, brand and web development