Michael Shattuck Email & Phone Number

St. Louis, Mo, Us

Boston, Ma, Us

Reporting to Chief Product Officer, I own the vision and strategic planning for Acquia’s CDP, marketing automation, and personalization products. I work within the R&D organization to ensure alignment between Product, Engineering, and Customer Success teams to deliver products and experiences that delight our customers. This includes the full range of planning through involvement in customer-facing activities like executive business reviews and escalation management while working with account teams as designated Executive Sponsor for top customers. Additionally, responsible for M&A evaluations and planning, cross-functional relationships with all related team leaders to ensure delivery of effective programs.

Boston, Ma, Us

I get the opportunity to work with virtually every team related to the CDP customer journey, from sales through account management, professional services, support, product, engineering, and more. I have the privilege of advocating for both our customers and Acquians as we desire to constantly improve the lives of those we serve (internally and externally). My role allows me to create and execute strategy at a high-level and get deeply involved in problem-solving, escalations, and a myriad of other things at a tactical-level. Every day is filled with surprises and conversations with team members who care deeply about delivering experiences that delight customers and make Acquians proud!A sampling of my responsibilities: • Accountable for the Customer Value Team, comprised of Customer Value Managers and Marketing Cloud Consultants. This team is responsible for proactively leading customers to realize the full potential of their tech investments, leading to customer satisfaction, retention, and growth. • Developing and delivering experiences that can consistently delight customer data platform (CDP) users, leading to customer retention and growth• Represent CX as member of business unit leadership team, collaborating with product and engineering teams to create strategy and execution plans• Lead CX transformation projects with teams encompassing the entire customer journey• Partner with Research and Service Design team to innovate on customer journeys and lead in rollout of improvements• Collaborate on customer challenges with account teams and other cross-functional teams to determine best solution to complex challenges• Member of Acquia’s deal review board with Chief Delivery Officer, Chief Revenue Officer, VP Finance / Revenue, and Sr. Director of Business Finance, tasked with the evaluating discounted sales opp requests based on deal margins, likelihood of customer success, and organizational profitability goals.

Boston, Ma, Us

I drove the organization and progress of high-priority Customer Success initiatives, including org-wide service and account teams. This includes leadership of the full program lifecycle and deep collaboration with executives in order to deliver critical outcomes. • As the CDP CX Lead, I led the transformation of service model and delivery across the workgroup for one of Acquia’s core products. This included deep executive collaboration along with driving aggressive program delivery goals in support of business-level OKRs. • I led the transformation of Professional Services-led customer onboarding offerings to primarily: (1) increase clarity & focus while (2) delivering increased value to customers. Program also addresses significant PS challenges related to resource management, delivery consistency & quality, employee onboarding, and more.• I led the creation and delivery of new Professional Services offering for one of Acquia’s business units. This offering provides a lower-cost customer onboarding option, designed for targeted personas, in order to satisfy one of the BU’s strategic gaps. • I led the project, in partnership with GM / SVP, to roll out new customer success framework to align internal teams on identifying and supporting "desired customer outcomes". • In collaboration with Chief Operations Officer and SVP Customer Success, I assembled a team, including SVP Product-DXP and VP Global Support, to identify and plan for deployment of comprehensive customer experience (CX) framework.• Member of Acquia’s deal review board with Chief Operations Officer, Chief Revenue Officer, VP Finance / Revenue, and Sr. Director of Business Finance, tasked with the evaluating discounted sales opp requests based on deal margins, likelihood of customer success, and organizational profitability goals.

Madison, Wi, Us

I built and led Customer Success teams to enable clients to achieve value from our product and to facilitate product adoption with the aim of promoting customer loyalty and long-term retention, for a provider of Digital Asset Management (DAM) solutions. I developed communication programs inspiring deep collaboration between multiple teams. I created the vision and strategies for CX tools such as service design and customer journey including CPI (Continuous Process Improvement).• I provided executive leadership to the Professional Services team, managing onboarding and implementation of our DAM platform, gaining consistent exceptional customer satisfaction (CSAT) scores.• I was a member of Acquia's deal review board, tasked with the review of discounted sales opportunity requests based on deal margins, the likelihood of customer success, and organizational profitability goals.• I led a project in partnership with GM / SVP to roll out a new customer success framework, in the pilot phase in Q2 2022 and being readied for rollout in Q3 2022 with prominent executive sponsorship, company-wide communication, impacting clarity on the full customer journey, and on-going coaching for internal teams, on track for on-time release.• We consistently attained industry-leading customer retention rates and NPS scores, launching customer engagement platforms outpacing goals for rapid adoption.• I rolled out our strategic customer success approach across the department, focused on decreasing time-to-value by identifying desired customer outcomes (DCOs) and creating related success plans in support of retention and expansion.• I collaborated with Data & Analytics team on the creation of a customer health score and other leading indicators to monitor retention and churn risks.

Madison, Wi, Us

I built and provided direction to project teams handling all aspects of project planning, requirements gathering, scheduling and work planning, communications, issue resolution, cost tracking, and financial reporting. I focused on the delivery of services such as strategy design, change management, and process improvement to increase customer long-term success throughout their Widen journey. I assessed program performance results and trends, benchmarking, and senior leadership presentations showing the story of impacts and actions in support of our clients' objectives. I undertook analysis and shared recommendations to improve / modify existing processes or systems. I practiced customer relationship management and contributed in an ongoing manner to client interaction by identifying clients' priority needs for service and support.• I built an understanding of trends in marketing technology, identified the needs of creative and marketing teams, and delivered solid recommendations to customers to enable results.• I developed innovative proposals for new tools and systems to promote global scale, automation, simplicity, efficiency, and real business results.• I increased professional services revenue and contributed to new logo wins.• I drove the internal adoption of Prosci change management methodology.• I gave senior leadership presentations demonstrating the impact of technology on key indicators and supporting brand awareness.

Madison, Wi, Us

I utilized my knowledge of strategy and effective project management skills to plan and lead workstreams with small teams on client operational transformation-focused engagements. I managed teams to deliver desired business outcomes and high-quality deliverables. I actively contributed to business development through the identification of new business opportunities with existing clients and participated in proposal development. I promoted internal initiatives to build and grow a strategy practice. I established positive relationships with clients and peers to build credibility, foster a strong support network, and empower career development.• I designed and delivered various services for marketing and creative teams to better leverage Widen's marketing technology platform.• I continued leading system implementations and deployments as project manager and system SME.

Madison, Wi, Us

I managed implementation activities, including time commitment, budget, and risk management. I evaluated and recommended changes to project management processes. I provided support to project teams, ensuring all documentation was current and offering timely feedback to the project team and clients. I communicated with all parties involved in the implementation process, growing relationships and building credibility with clients. I responded to client issues and ensured the resolution of issues. I provided continuous coaching and feedback to team members. I fostered a positive and collaborative team environment.• I liaised with buyers and customers to define and achieve success across marketing operations.• I collaborated with teams to gain information on current challenges and facilitate strategy discussions using the Playing to Win model (A.G. Lafley), identifying winning aspiration, means to win, capabilities required to support the strategy, and management systems / metrics required to measure progress and success.

Brighton, Ma, Us

I directed and oversaw the execution and planning of visual merchandising, retail marketing, and space planning for owned in-line and factory outlets for a global athletic apparel and shoe manufacturer. I collaborated with Creative and Marketing teams to produce and manage compelling images for use across multiple channels, leading field brand presentation teams to bring seasonal retail experience strategies to life in various formats. I translated global guidelines into region-specific merchandising strategies and communicated to regional cross-functional partners. I developed and implemented an imaging strategy in partnership with Creative and Marketing teams. I managed a global digital asset management system and strategy and collaborated with global marketing teams to resource and execute photoshoots.• I was deeply involved in continuous process improvement across the entire asset creation-distribution value stream.• I utilized Lean concepts to create highly efficient processes in which deliverables easily flow to internal and external clients in a manner fostering growth among our engaged teams.• I identified and onboarded an offshore photography partner to enable the scaling of photography production to accommodate high volume seasons, at lower cost and avoiding studio overheads - I developed deep partnerships because of robust onboarding and quality assurance processes (.02% defect rate).

Brighton, Ma, Us

I managed all phases of creative development work from concept to completion to deliver global assets for New Balance and Family of Brands usage in e-commerce and retail channels. I directed the creative team and systems, overseeing the creation of art, photo, copy, and layout for creative projects. I developed strategies leading to highly efficient and effective work across related global teams. I implemented policies and standards reinforcing the organization's branding strategies and quality goals. I managed and developed a team of designers, copywriters, project managers, and vendors. I led the development of creative briefs and utilized design methodologies to meet the business objectives and timelines for the organization and stakeholders. I evaluated and adopted the most effective tools and techniques across all media.• I implemented and oversaw project management systems, workflow and process analysis, digital asset management, and development of strategies leading to highly efficient and effective work across related global teams.• I made crucial contributions to the expansion of global asset creation, providing technical direction and strategy for emerging markets using systems and processes developed in the St. Louis division to launch e-commerce websites.

Brighton, Ma, Us

I oversaw post-production workflow and staffing for a commercial photography studio. I led and motivated associates while running the day-to-day operations of the facility. I supervised team operations to achieve safety, quality, delivery, production, and cost goals while aligned with the Leadership Competencies and Core Values of New Balance.

Brighton, Ma, Us

I worked as a Photographer in New Balance's Global Product Imaging Center.

I served the St. Louis area's photography needs, specializing in real estate, portraiture, wedding, and event photography, while working as a staff photographer at New Balance. I gave the customers an amazing experience from the moment they booked their session. I marketed the studio using local marketing tactics to bring customers in. I ensured that the studio always exemplified brand standards in the way it was presented to the customer.

Richmond, Virginia, Us

I worked with Baptist churches in Northwest Poland, promoting the need for new church facilities while ministering in and around Poznan.

Plano, Texas, Us

I supported the Apple Macintosh users at a very large "mega-church". When possible, I also supported PC users and helped in the areas of telephone system and network maintenance.

Dallas, Tx, Us

I managed all of SMU's public computer labs and lab staff, supporting approximately 200 Apple Macintosh and Windows-based computers in various locations on campus.

Master Of Business Administration (Executive Mba)

Bachelor Of Music

Master Of Arts