Michael Knight Email & Phone Number

New Orleans, Louisiana, United States

Responsible for management, retention and growth of top relationships. Primary point of contact, consult, implementations, projects, identifying analyzing and resolve operational issues, identify growth opportunities, ensuring follow up communications and collaboration.Primary Responsibilities:• Proactively manage, retain, and grow client relationships within the assigned client portfolio.• Assist with developing and executing strategy for consistently achieving customer loyalty, satisfaction, retention, and profitability goals.• Service as primary point of contact for implementations, projects, customer support escalations, business partners, and vendors.• Contribute to the implementation and development from customer insights and direction from Senior Management team to support growth in client engagement.• Contribute to the development of new product offers, technology, and business growth opportunities through continuous monitoring of customer and business partner feedback, market trends, and competitor activities.• Collaborated in creating and applying strategies to consistently achieve customer loyalty, Satisfaction, and retention, thereby meeting profitability goals.• Led demonstrations and implementations of our product, providing continuous support • Conducted annual reviews offering strategic advice to assist clients in achieving goals.• Monitored core credit ratings diligently ensuring financial stability.• Created guides and procedures for the new department.

Greater New Orleans Area

2016 Client Support Specialist Manager2014 Product Implementation Supervisor1999 Implementation SpecialistServes as subject matter expert in business renewal, growth and client retention. Manage the end-to-end implementation process, provide product implementation support and training to clients. Drive revenue generation by improving client experience and increasing client retention. Implement and direct all aspects of products and related services for new and existing clients. Develop a customize plan for each client, collaborate with, and oversee junior resources and required internal partners to ensure delivery of products and services is completed within agreed upon timeframes, with full ownership of end-to-end process from client commitment to revenue generation.Core functions and contributions• Facilitate pre-implementation kickoff and post-sale meetings with client to review project requirements, develop strategic plan, roles and responsibilities, discuss required documents / information, and Service Level Agreements; regular communication with client and internal partners to update status and resolve issues.• Maintain a current portfolio of client implementations and related promised dates, monitoring requests in queue to ensure aged items are expedited in a timely basis.• Manage all project deliverables, including executing client Operational Instructions, as well as the implementation of relevant project management. • Mange several teams across New Orleans and Dallas Texas market. Setup weekly check-ins, reviews, development, hiring, coaching, and training.

Columbus, Ohio Area

Audit tax returns, verify and or adjusted tax account information, researched and analyze suspended tax returns. Assist tax payers with assessments, verifying account information. Including posting tax penalties and interest. Had discretion to reduce penalties within established business rules and tax laws.