Michael Pfeifer Email & Phone Number

Manhattan, New York, United States

As a Customer Success Manager at Carbyne, I am dedicated to ensuring that our clients, primarily PSAPs, derive maximum value from our products and services. I act as the main point of contact, fostering strong relationships, driving user adoption, and ensuring customer satisfaction. My goal is to help clients achieve their operational objectives, improve their emergency response capabilities, and increase overall satisfaction with Carbyne’s solutions.Key Responsibilities:Develop and maintain strong relationships with key stakeholders at client organizations, ensuring a deep understanding of their needs and objectives.Guide clients through the onboarding process, providing training, support, and resources to ensure successful implementation and adoption of Carbyne’s platform.Monitor client usage and performance metrics, proactively addressing any issues or concerns to ensure optimal utilization of our solutions.Act as a trusted advisor, providing strategic insights and recommendations to help clients enhance their emergency response operations.Collaborate with internal teams, including Sales, Product, and Support, to address client feedback and drive continuous improvement of Carbyne’s offerings.Conduct regular check-ins, business reviews, and training sessions to ensure clients are achieving their desired outcomes and maximizing the value of our platform.Identify opportunities for upselling and cross-selling additional products and services to meet client needs and drive revenue growth.Maintain up-to-date knowledge of industry trends, best practices, and the competitive landscape to effectively support and advise clients.

San Antonio, Texas Metropolitan Area

Identify & drive portfolio growth by continuous delivery of product valueIdentify at risk patterns. Increase retention by monitoring customer activity & proactively engaging with customersEffectively collaborate with internal and external teams to drive successful end-to-end customer engagement campaigns for early-stage users.Be a voice for the customer internally and help senior leadership understand retention risks including product and service concerns.Resolve escalated customer concerns and issues. Identify account growth opportunities before renewals and reach out to Customers.Manage client list to expected turnaround time period, anticipated result, risk level, forecasting of performance. Developed performance metrics (KPIs, thresholds etc.) for specialty home delivery line of business.

Police Academy Recruit at Southwestern College, completed program with Defensive Tactics and Physical Fitness Honors. Public Safety Officer for the San Manuel Indian Reservation and Resort.

Remote

Managed data gathering requirements process through reporting and consultative procedures. Managed interdepartmental collaboration and led all points of contact with external clients to ensure successful implementation of reporting needs. Managed factors such as; turnaround time period, expected result, risk level, forecasting of employee performance. Developed performance metrics (KPIs, thresholds etc.) for specialty home delivery line of business.

10636 Scripps Poway Parkway San Diego, Ca 92131

Oversees a team of Client Benefit Analysts and Testing Validation Analysts responsible for reviewing, analyzing, configuring and implementing quality Pharmacy Benefits for Client needs. Writing detailed description of user needs, program functionalities and steps required to develop or modify Pharmacy Benefit programs.

3131 Camino Del Rio North San Diego, Ca 92108

Monitoring and managing the productivity and quality of Pharmacy Technician staff•Managing projects as needed •Acting as the SME for processes and policies•Improving turn-around times of mail order pharmacy•Decreasing cost per script metric •Identifying potential issues that interfere with workflow •Developing and implementing process improvements •Provide inspirational leadership and guidance to the team through feedback, performance management and development conversations