Michelle Rapp Email & Phone Number

Fort Worth, Tx, Us

Austin, Texas

Customer Success Manager focusing on key strategic accounts across higher education vertical.

Austin, Tx

• Manage a portfolio of 200+ accounts.• Maintain renewal rate metric for expiring contracts/renewals. • Monitor market conditions, product innovations and competitor activity to provide reports to the President and CEO, driving new product development.• Address customer inquiries regarding product to build business requirements for new features.• Collaborate with company executives to identify new business opportunities, securing increased market share.• Plan, create and deliver on-campus presentations and configuration workshops for 100+ client site visits.• Develop and execute annual account management plans and strategies for entire client base.• Deliver account service to strengthen customer loyalty.• Recommend product upgrades to customers based on their goals, problems and needs, resulting in account renewals and signed contract extensions.• Negotiate and quote prices, contract terms and prepare sales contracts and amendments. • Identify and provide qualified contract expansion opportunities to sales team.

As Director of Coach Services, I am excited for the opportunity to build on my relationships with our coaching staffs that I have developed over the last few years in various roles here at ACS.I am committed to helping coaches gain a competitive advantage both on and off the field. My goal is to be an extension of our coaching staffs able to provide tactical recruiting advantages and expert ACS knowledge.

Austin, Texas Area

• Provide responsive, reactive support to coaches and athletics staff of top collegiate athletic departments, including The University of Texas at Austin, Texas A&M University, University of Alabama, University of Florida and Stanford University• Implement an enterprise level software solution as the project manager including facilitation of on-campus visits• Identify escalated situations and initiate escalation process for customer support group• Complete multiple project-based tasks, such as data imports, data formatting, outgoing email campaigns and more• Manage both group and individual webinar and on-campus training for a variety of users including coaches, athletic directors, equipment managers, business offices and compliance staffs• Diagnose and test a variety of incoming technical and non-technical issues reported • Assist with product QA and testing• Write Documentation on new product releases including Help Documents for a variety of users• Create and maintain a customer knowledge base of over 500 articles and videos

• Coordinated and worked media relations and event coordination at state championships -Event operations included: editing announcer scripts, coordinating team logistics, preparing informational packets, managing food vendor logistics• Filtered content to place on the UIL website• Wrote articles/news releases for the official publication of the UIL• Communicated rule and policy changes with high school coaches and Athletic Directors

Bachelor Of Science (Bs), Public Relations- Business Foundations

Activities and Societies: SHARE Athletics, Sigma Phi Lambda, Texas Angels and Gabriels

Bachelor Of Science (B.S.), Public Relations