Michelle Irving Email & Phone Number

Member of the Executive Leadership Team, responsible for leading all aspects of the customer experience, including account management, onboarding and implementation, technical support, and customer success. Responsible for company KPIs (net revenue retention, gross revenue retention, NPS, CES, and issue resolution), strategic vision and process implementation. Achieved and maintained the highest NPS and CES scores in the company’s history while also developing customer segmentation to reduce cost to serve, improving revenue retention and growth.

Houston, Texas, United States

Member of the senior leadership team, responsible for leading all facets of customer success and professional services for ENGIE's Zero Carbon platform. Built teams and processes from the ground up, scaling support and implementation to drive revenue growth and retention with the launch and release of ENGIE's new zero carbon platform.

Remote

Ecova is acquired by ENGIE Group, and forms ENGIE Insight, which becomes ENGIE Impact.Responsible for all aspects of the customer experience, including account management, customer onboarding, technical support and customer success. Delivered annual revenue retention of 98% while increasing revenue growth of existing customers and achieving the highest Employee NPS in my department across the company. Managed over $150M in ARR across enterprise customers with a global presence.

Houston Field

Responsible for leading a diverse group of customer experience teams, including Key Account Sales. Brought in to build new teams, customer segmentation and scale account management and delivery. Developed the customer onboarding process that resulted in improved customer satisfaction and retention, while reducing the time to launch. Successfully scaled and transformed the customer experience approach, reducing the cost to serve and increasing capacity across the team. Managed over $125M in ARR over enterprise customers.

Houston, Tx

The Loyalton Group is acquired by Advantage IQ, and becomes Ecova.Responsible for leading a team of account managers responsible for retaining and growing existing enterprise revenue.

Senior leader, responsible for new logo sales and delivering account management to retain and grow existing customers. Led a team of delivery professionals, providing consulting services related to deregulated energy procurement, energy efficiency projects,energy audits and utility data management.