Michael Berman Email & Phone Number

Westford, Ma, Us

Westborough, Massachusetts, Us

- Managing enterprise book of business with over $4 Million in total company ARR - Escalation Point for Customers- Help train and lead Customer Success Team - Voice of the customer- Working closely with Sales Executives/Leadership to provide regular status of accounts along with identifying new sales opportunities within assigned accounts.- Monitor usage of products by customer and develop appropriate action plans based on activity.- Partner with Product Management and Engineering on gathering requirements for new feature functionality requests and ensuring these are getting recorded in our enhancement system.- Identify opportunities with Marketing Team for customer testimonials, white papers and references.- Deliver training courses for various personas of the customer that may require multiple sessions based on job functions.

Concord, Ma, Us

Member of original framework committee to develop customer success program at Sakon Manage portfolio of as many as 35 enterprise level customersOwned the entire life cycle of the client from Go Live onward. Managed renewal process and owned any Change Requests that may have come from client during life of contractMentor junior team members and help onboard new employees by leading Sakon and procedure trainingsSakon’s lead for Salesforce SME Ensure customer satisfaction and SOW deliverables were being met by service delivery teamsCreate and execute QBR’s and Executive Reviews to management from C level downwardEscalate service delivery issues to management of internal teams to build a go to green strategy and ensure the issues have been remediated and customer is satisfied with the solutionIdentify opportunities for Upsell/Cross selling to existing customer baseDevelop and nurture relationships with partners and sales agents who sell the Sakon and professional services

Overland Park, Kansas, Us

Managed portfolio of 80+ customers with between 50 -1000+ lines. Partners with Sales and other departments to cultivate leads and build future business opportunities. Maintains a high level of customer satisfaction.Provides quality assurance, business development and revenue loss prevention by re-contracting customer. Migrated 70% of iDEN network customers to CDMA network during the Nextel network shutdown. Proactively manage all aspects of portfolio (i.e. billing inquiries, rate plan analysis/changes, equipment training/education and more).

Amsterdam, North Holland, Nl

Supported our national and regional account managers with data and information needed to facilitate customer requests.Closed the gap between our corporate headquarters and the needs of our customers in the field.Provided product, images, and advertising material to both the account managers and the customers for use in ads or promotional materials.Grew new business from leads received.Qualified and helped future customers determine what products would be best suited to be sold in their stores

Ogden, Utah, Us

Called on multiple accounts to explain benefits of a portfolio of products.Trained associates and built relationships with management to grow brand awareness with customer base.Presented to both customers and retail sales associates’ advantages over competitor’s products to grow business.Generated product enhancements via feedback given by consumers.

Bachelor Of Arts (B.A.), Mass Communication/Media Studies

Education record