Michelle Samson Email & Phone Number

Lehi, Utah

Promoted from within to manage strategic oversight and major global consulting projects for named accounts in the manufacturing industry. Directed multiple on-shore and off-shore project teams to manage client relationships, increase product adoption, and ensure timely project completion. • Oversaw entire project life cycle of 5 global consulting projects for major strategic accounts.• Managed project team of 20 to complete on-time, on-budget consulting project for large power utility client.• Generated $600K in upsells and on-time project completion of national manufacturing client’s website transformation.• Managed all aspects of the project life cycle, including resource scheduling, forecasting, revenue management, feedback, post-mortems, and closure.

Lehi, Utah

Primary point of contact for high-profile escalations, reporting directly to internal and external executive management.• Resolved 90+ high-profile client escalations and produced 99% renewal rate, implementing a project management approach to design and execute targeted, high-touch “get well” plans to identify procedural weaknesses, drive internal change, and repair client relationships. • Managed cross-functional teams across all product groups, including Engineering, Support, Managed Services, and Professional Services.• Monitored and updated executive dashboards with accurate escalation data to improve communication.

Draper, Utah

Opened new multi-language Customer Service Department within EMC’s Global Technical Support organization. Staffed and directed 24/7 Service-level Agreement (SLA) across global teams in Cairo, Cork, and Hopkinton, and oversaw training programs for entire technical support organization.• Managed escalations and overall client experience, assisting 30+ EMC strategic clients and successfully resolved 50+ escalations.• Established and led professional staff of 20+ network engineers, including overseeing hiring, developing roles and career plans, and conducting performance reviews.

Sandy, Utah

Supervised team of transcriptionists for nationwide medical transcription company. Maintained CRM databases and managed service contracts to ensure timely completion. • Managed 15 contracts with hospitals and clinics, serving as first contact for all escalations and executing sales opportunities within existing accounts.• Oversaw 50 geographically dispersed transcriptionists, implementing best practices and managing quality control.

Provo, Utah

Progressed from Customer Response Center Representative to Service Account Manager, handling escalations for company’s largest accounts. Advised and advocated for all customer support needs. Directed client revenue retention strategies across North America, representing all major verticals. • Managed a budget of over $750K and directed a team of 25 presales engineers and representatives. • Oversaw all hiring, scheduling, and performance management of staff members.• Leveraged cross-functional teams and long-term relationships to maintain retention of strategic customers, maximizing renewals and upsells.