Michael Bast Email & Phone Number

Salt Lake City, Utah, United States

Scottsdale, Arizona, United States

• Designed the onboarding and training pathways for new customers.• Built the customer success team and implemented our new programs.

United States

• Designed our client, employee and partner on-boarding & continued education programs consisting of 80+ courses in our LMS Absorb • Improved employee time to full role engagement from 6 months to 2 months• Created our Client Care team and processes to support 400+ tickets a month• Returning from Covid, built our team, processes and playbooks to onboard 10+ full time employees and 70+ contractors to support our client’s events within 3 months• Built our partner on-boarding and implementation program that on-boarded 50+ partners• Built our NPS and CSAT programs that used process automation to gather 200+ key moment client experience feedback submissions

Greater Salt Lake City Area

• Installed the customer experience design process at RainFocus which took 50 + improvement projects from the research phase to the adoption and measurement phase• Conducted 50+ research client and partner research interviews to create client and partner personas• Journey mapped the RainFocus client and partner journeys that were used for product and process enhancements• Designed and created our client education program that certified 100+ clients and partners within the first year• Led team in the creation of on-boarding training and processes for employees supporting 200+ new employees in 18 months• Researched and implemented our LMS ‘Absorb’ which housed all of our asynchronous courses

Use Voice of Customer, research competitor’s offerings and interview customer facing employees to inform experience/product strategy.Create business cases for product improvements. Using process maps and flows, design intended product/marketing experiences to meet customer needs and serve business objectives.Project manage the implementation of products across business groups.Evaluate customer and business impact of new experience. Iterate and improve until actual experience matches intended experience. Report on customer and business key performance indicators to C-Level Executives.

Product Manager of web based Helpcenter.Lead cross functional team of graphic design, development, creative and education to produce customer help productsImplemented new evaluation methodologies within the team, instituting SUM & SUS testing on all new products.

United States

Research and create instructional pathways for Infusionsoft clients.Create educational and marketing content for Infusionsoft Helpcenter.Develop web based learning management systems to instruct best marketing best practices.Teach strategic business processes and online marketing to small business owners.Produce creative instructional videos for training, marketing and sales department.

Use Question Based Selling strategies to learn about potential lead's needs and then share Infusionsoft's value proposition focused on their desired outcomes.Manage lead base and meet monthly quotas.

Produce television commercials for several NCAA University Basketball teams.Produce original documentaries for History channel.Write, develop, cast and produce content for commercials, infomercials and instructional videos.

Manage and lead team of 12 enrollment advisors to meet monthly enrollment quotas.Report to department manager on lead conversion and quota status.Train and develop team to exceed quota expectations.

Executive Mba

Bachelor'S Degree, Business Administration And Management, General

Education record