Michael Neisius Email & Phone Number

Kansas City, MO, US

Kansas City, Missouri, United States

Manage and execute digital experience and process design work impacting Blue KC's member portal and mobile app

Kansas City, Missouri, United States

In addition to the below CX Strategist responsibilities:Lead & manage Journey Team (cross-functional) to define, prioritize, design, and develop seamless digital products and experiences. - Example Journeys: Plan Benefits, Find Care, Claims, Plan Usage, Prior Authorization, etc.

Kansas City, Missouri, United States

Consult on enterprise web + mobile projects, providing CX strategy & design leadership.Optimize Voice of the Customer NLP solution to analyze member engagement and share corresponding insights with key stakeholders.Creator and manager of Blue KC's Voice of the Employee program where we listen to and explore employee ideas then partner with key business.

In addition, to my day-to-day Customer Success activities,- Lead training sessions for CSMs as part of Forrester's new-hire onboarding program- Co-create digital client collaboration experience to transform the client engagement experience- Participate in Forrester's mentor program

Cambridge, Massachusetts

Strengthen the premier client relationship health post-sale by driving engagement and serving as a client advocateCreate and execute a premier client engagement strategy, including check-ins, on-boarding, partnership reviews, and delivery of other value added servicesAlign with the account team to report account health, value capture, engagement levels.

Waltham, MA

Optimize Support Team workflow operations to efficiently support 1100+ monthly phone, email, and chat requests regarding Building Engines' SaaS application and mobile apps.Manage new-hire onboarding program to teach system functionality, industry best practices, and troubleshooting techniques.Update and manage Customer Support Center self-service tools.

Waltham, MA

Responsible for the growth and retention of 90+ account portfolio worth $1.9 million in ARR. Managed 60+ implementation projects that included data collection, account configuration, a series of training sessions, & go-live support.Led account health review sessions to give customers insight into system usage trends and to provide recommendations to.

Waltham, MA

Managed phone & email support ticket channels for inbound service requests.Hosted daily/weekly training events for clients in support of the Account Management team.Researched, reported, and tracked bugs/enhancements through an internal QA system.

Omaha, NE

Managed a growing desk of $350k in annual profit margin from successful candidate placement in major health systems, clinics, and nursing homesConnected qualified candidates with healthcare management leaders throughout a regional territory of 3000+ facilitiesPerformed weekly follow-up to contractors and clients to build relationships and createfuture.

Omaha, NE

Represented Aureus Medical at 30+ national conferences and trade shows, as well as college and university career fairsEducated Rehab Therapy students on opportunities available after graduation, the status of specific job markets, resume building, and interviewingCreated first student e-newsletter to promote opportunities for new graduates with Aureus.

Master Of Business Administration (Mba), Competitive Service Delivery, With Distinction

Bachelor Of Science, Business Administration; Marketing & Economics, Summa Cum Laude

December 2012 Graduation