Michelle Winters work email
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Michelle Winters personal email
MICHELLE WINTERSCustomer Success Leader 210-386-2745 | winters.mich@gmail.com | LinkedIn.com/in/michelle-winters/ P R O F E S S I O N A L O V E R V I E WAccomplished professional with 12+ years of leadership in the global SaaS industries. Recognized Customer Success Leader with expertise in strategic customer relationships, growth and retention, fostering product adoption, and team collaboration. Known for integrity, professionalism, and accountability in building high-performing teams and exceeding key performance metrics.C O R E C O M P E T E N C I E SAction Oriented Process Optimization Business Forecasting Renewal ManagementTeam Management Performance Improvement Persuasive Communication Strategic Thinking Culture Development Empathy Relationship Building Program Management L E A D E R S H I P S K I L L S Lead and mentor high-performing teams of customer success managers, fostering a collaborative and results-driven culture that consistently exceeded customer satisfaction targets.Identifies areas for improvement in customer success processes and workflows, implementing enhancements to optimize efficiency and effectivenessUtilizes data analytics to gain insights into customer behavior, trends, and patterns and leverages this information to inform decision-making and develop proactive customer success strategies.Manage and oversee customer success programs, including developing program strategies, setting objectives, planning and executing initiatives, and measuring program effectiveness.Provides tactical advice to team on customer challenges or issues, providing effective solutions and ensuring prompt resolution to maintain customer satisfaction.Collaborate and effectively communicate with internal stakeholders, such as sales, marketing, product, and support teams, to align efforts and ensure a cohesive customer success approach.
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Director Of Customer SuccessAstronomer Nov 2023 - PresentNew York, Ny, Us -
Senior Manager, Customer Success & Mssp RenewalsCybereason Jul 2022 - Dec 2023San Diego, California, Us -
Manager, Customer Success [North America]Cybereason Jun 2021 - Jul 2022San Diego, California, Us
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Team Lead Of Customer Success [North America]Cybereason Apr 2021 - Jun 2021San Diego, California, Us
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Enterprise Customer Success Manager West Regional LeadCybereason 2018 - Jan 2021San Diego, California, Us
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Customer Success Manager At Mindflash Technologies, Inc.Mindflash Technologies, Inc. Jul 2017 - Nov 2019
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Project Manager/Customer Relations ManagerAppdynamics Sep 2014 - Jan 2017San Francisco, Ca, UsProject Manager overseeing 15 projects for Fortune 500 companies. Responsible for articulating project goals and scope, translating business needs into technical terms, and preparing detailed work breakdown structures. Allocated resources and successfully resolved numerous project issues such as staffing shortages, tactical matters, scope creep, and divergent business user needs.Key Accomplishments:Direct complex projects for enterprise accounts, acting as an indispensable resource.Provide predictive foresight to project execution.Compile tangible success criteria and milestones to measure value to clients.Liaison between consulting, support, and engineering teams, integrating solutions for issue resolution and prevention.Facilitate team meetings to ensure communication and collaboration with ownership of project excellence.Successfully collect requirements, identified risks, and planned/executed project strategies to ensure goals were consistently achieved. Create ticket and resource audits for customers and forged strong relationships with sales team to ensure customer success and satisfaction post-sale.Coordinate education sessions and product training for customers, helping them to better utilize services. Received the FY2015 Customer Success Manager of the Year Award. -
Service ManagerVerizon Terramark Mar 2013 - Sep 2014Accountable for developing and managing the end-of-life process for vCloud Express service. Coordinated data migration and customer communications for new cloud environments for over 400 customers. Established standardized escalation and internal processes, coordinating Support Team during launch of new services. Acted as a mediator between customers and various company departments to solve complex issues. Key Accomplishments:Designed and implemented security audit process, including verifications and phishing detection to preventing fraudulent account activities.Deployed and managed website analytics using Google Analytics to report metrics and key indicators for primary stakeholders. Led the implementation of Zen Desk ticketing system which consisted of automations, macro implementations, and stat collection.Developed an effective onboarding process including training, ticket etiquette, incident response, and team cordiality courses for all new support agents.Analyzed diverse technical issues, providing the best solutions for customers working with different IT teams.
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Cloud Account Manager IiRackspace Hosting Apr 2010 - Mar 2013San Antonio, Texas, UsRackspace Hosting · Cloud Account Manager Level 2 Apr. 2012 – Mar. 2013 Created step-by-step process for the Cloud Account Management Team to respond to data loss or extended downtime scenarios which included comprehensive data capture spreadsheet, customer response prefab communications, internal billing responses, and other standardized procedures that improved overall service levels. Gained superior understanding of the account invoicing process, proposals, new contracts, renewals, and other integral business functions that helped improve customer relations and overall sales figures. Key Accomplishments & Contributions:Continuously improved and raised service level standards by resolving the highest number of customer support tickets (298) and phone calls (180), ranking on average 100 tickets above second highest teammate. Recognized by leadership for remarkable project management skills and techniques such as managing the Latin American Cloud Customer Reach Out Project. Earned highest chat-level support rank (over 3,000 English and Spanish chats resolved each month) by efficiently managing the flow of tickets and hold times. Designed a successful onboarding process for training of new team members and contributed to the continuous improvement and success of team and quality of service standards. -
Cloud Server Administrator/Customer Support TechnicianRackspace Hosting Jul 2010 - Apr 2012San Antonio, Texas, UsRackspace Hosting · Cloud Server Administrator/Customer Support Technician
Michelle Winters Skills
Michelle Winters Education Details
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The University Of Texas At San AntonioCommunication
Frequently Asked Questions about Michelle Winters
What company does Michelle Winters work for?
Michelle Winters works for Astronomer
What is Michelle Winters's role at the current company?
Michelle Winters's current role is Director of Customer Success.
What is Michelle Winters's email address?
Michelle Winters's email address is mi****@****son.com
What schools did Michelle Winters attend?
Michelle Winters attended The University Of Texas At San Antonio.
What skills is Michelle Winters known for?
Michelle Winters has skills like Cloud Computing, Windows Server, Itil, Troubleshooting, Project Management, Salesforce.com, Account Management, Linux, Training, Customer Service, Marketing Strategy, Sales.
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