Michelle Furesz Email & Phone Number

Raleigh, Nc, Us

Foster City, Ca, Us

Responsible for managing key projects for Enterprise and Strategic Account customer engagements; manage all customer escalations in relation to product defects and critical feature requests.Acting as the voice of the customer, ability to facilitate seamless communication internally across Technical Support, Development, Engineering, and Product Management teams, ensuring customer feedback is integrated into product development cycles.

Foster City, Ca, Us

Elevated to Small/Medium Business Team within the Post Sales group due to exemplary performance in SMB Post. • Played a pivotal role in nurturing customer relationships, achieving expansion and retention targets, and delivering superior service. • Facilitated account expansion through targeted engagement with key stakeholders, conducting Quarterly Business Reviews, health-checks, and imparting best practices. • Collaborated closely with customers to streamline product implementation timelines and provided technical expertise on Qualys solutions. • Actively engaged with Product Management, Development, and Technical Support teams to address escalated issues promptly, ensuring seamless resolution. • Certified in Qualys products, provided adept technical guidance and support to customers.

Foster City, Ca, Us

Demonstrated exceptional leadership and customer-centric approach, earning promotion to Team Lead within seven months of joining Qualys• Spearheaded onboarding initiatives and orchestrated regular health check calls to optimize customer utilization of Qualys solutions. • Proficient in identifying upsell and cross-sell opportunities, addressed customer pain points effectively, contributing to revenue growth. • Played a pivotal role in managing technical support escalations, collaborating with internal teams to expedite issue resolution. • Facilitated the training and development of new team members, fostering a culture of continuous improvement and collaboration.

Foster City, Ca, Us

Performed duties similar to those outlined above for the Team Lead role, demonstrating a proactive approach to customer success and driving growth within the SMB segment.

Morrisville, Nc, Us

Hired for XaaS in Lenovo’s Data Center Group – Professional Services Team to engage with Customers post-sale; responsible for making sure business with Lenovo was effortless and ensure Customer has an advocate for proactively solving any problems. Interim: Developed/managed operational tasks, using creativity and strategic thinking to develop processes for newly formed Business Unit; Hardware as a Service

Morrisville, North Carolina, Us

Customer Success Management and Account Management (varying roles) – Aug 2014 – Oct 2018Serve as a trusted advisor to customers, proactively reaching out to them and performing health checks along with quarterly business reviews; make recommendations on new feature functionality of software to increase value in solution for solving customer issues and expanding the footprint of Platform Solutions. Escalate customer feedback to Executive Management Teams in appropriate Departments, collaborating on solutions, then developing plans of action for fixes to increase retentionTechnical Sales Specialist – May 2012 to Aug 2014Promoted to Sales Team to increase revenue from a brand-new SaaS Platform designed for Internal IT users, with customer base being Distributors, Resellers, and End-usersCustomer Service Team Lead – Feb 2009 to May 2012