Michael Gordon Email & Phone Number

Michael Gordon is a Customer Success Manager at Enveu at Enveu.

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  Customer Success Manager

  Enveu

  Mar 2017 - Present

  • Create a trusted advisor relationship with our customer’s managers and executive sponsors.• Participate in the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start. This includes setting success metrics and engaging customer signatories and project managing the implementation of the Enveu Experience Cloud.• Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the… Show more • Create a trusted advisor relationship with our customer’s managers and executive sponsors.• Participate in the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start. This includes setting success metrics and engaging customer signatories and project managing the implementation of the Enveu Experience Cloud.• Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer’s investment.• Be the single point of contact and escalation for the customer. Including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, personally helping with questions/issues.• Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction, or lack thereof.• Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.• Responsible for customer references, case studies and testimonials for the CSM’s portfolio of customers.• Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.• Work closely with internal resources on escalation and resolution processes for critical customer issues. Show less

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  University Of Heriot-Watt

  Economics