Michelle Janco Email & Phone Number

Dallas, Texas, United States

Dallas, Texas, United States

Admin Services (commonly known as Admin as a Service) offers a unique service to our Clarizen customers. Admins can provide primary or secondary software administration, ensuring consistent expert support for each of their customer's business needs.Clarizen Enablement and Education hosts highly rated training events and produces educational resources for our customers. Through on-demand online content, instructor led live courses, and more, our goal is to increase customer adoption and retention.

San Francisco Bay Area

Admin Services (commonly known as Admin as a Service) is a new department to Clarizen offering a unique service to our customers. Admins can provide primary or secondary software administration, ensuring consistent expert support for each of their customer's business needs.Clarizen Enablement and Education hosts highly rated training events and produces educational resources for our customers. Through on-demand online content, instructor led live courses, and more, our goal is to increase customer adoption and retention.

San Francisco Bay Area

Building a new department within Clarizen offering remote administrator services and support. By hiring our admins to assist in the maintenance and improvement of accounts, our customers ensure expert implementation of processes, configurations, and top tier end user support all while decreasing the risk associated with internal staffing changes, education, and effectiveness.

San Francisco Bay Area

Decreasing churn and increasing user adoption through change management, best practices, and proactive account management. By engaging in strategic business discussions with Champions and Executive Sponsors, I help companies achieve their own definition of value with Clarizen. Once value is realized, I encourage expansion to new departments, adding organizational visibility and real-time collaboration through a single solution.Key Points:•Managing an Enterprise account portfolio of over $3M in annual revenue including fortune 500 companies and industry leaders.•Mentoring and training new CSMs while assisting Director with team initiatives.•Consistently low churn rate of assigned accounts with consistent expansion.

San Francisco Bay Area

Key Points:•Managed a portfolio worth $2M in annual revenue including Commercial and Enterprise accounts.•Consistent low churn rate of assigned accounts. •Proven accurate account renewal forecast quarter over quarter.•Led the internal committee dedicated to improving company culture and creating a desirable workplace for new hires.•Worked on special projects to improve department processes and cross-team efficiencies.

San Francisco Bay Area

Managed customer success driven projects for both pre-sales and post-sales implementation. These included creating customer training and support options that reduced staff utilization while maintaining a high level of service. Other responsibilities included feature request management, creating marketing materials, and customer communication via marketing campaigns and social media.Key Points:• Created the first self help resource for customers through a multimedia online help site.• Designed and authored multiple email newsletter campaigns announcing new products and increasing customer and prospect engagement.• Developed training program for new products. • Implemented and hosted public webinars. Also designed a training calendar for use by users in various time zones for easier session selection and registration.• Represented the company at multiple conferences including World of Concrete 2013.

San Francisco Bay Area

Selected by the Divisional President to structure, hire, and develop processes for a new Customer Success department. I lead a team dedicated to the initial and continued success of customers implementing the industry's leading cloud based software for single family property management. This team included:Training- Responsible for training new and existing customers via a range of media from live webinars, to workshops, to video on demand.Relationship Managers- Responsible for the special assistance, monitoring and service adoption of the top strategic accounts.Customer Success Managers- Responsible for all new customer implementations and initial customer support.Documentation- Responsible for creating a knowledgebase of help articles and related written materials.Key Points:• Designed new program for managing implementations which yielded higher customer satisfaction ratings and account retention statistics • Initiated Relationship Manager roles providing strategic accounts with additional resources and an avenue for product improvement requests which decreased high value account attrition• Launched an improved customer training program including on demand video content with mobile access• Created and reconciled multiple variable compensation plans for different team roles • Primary presenter at company User Conferences in 2011 and 2012

Cincinnati, Ohio Area

As a Sales Engineer at RealPage I not only provided the Sales team with a support for assistance with technical inquiries and product specifications, but I also conducted product demonstrations, hosted sales training sessions, and gave use advice to non-standard companies/clients.Key Points:• Selected to work with high ACV prospects• Maintained a higher than average closing percentage• Technical adviser at multiple trade shows and events

Cincinnati Area, Oh

Domin-8 Enterprise Solutions was acquired by RealPage Inc in April 2010. As the Technical Support Lead I was in charge of the difficult task of relocating and rebuilding a phone and e-mail based support team after the closure of a remote office. I trained all new technicians, implemented new processes, and served as top tier assistance with difficult cases. I also assisted the Support Manager with any needs such as scheduling, travel, communication with other departments, documentation, etc.Key Points:• Developed new support Service Level Agreement and policies • Primary presenter at company User Conferences in 2008 and 2009Sr. Professional Services Consultant (Dec 2006 - Oct 2008)Promoted from Support Analyst, in this role I was 100% dedicated to the education and product adoption of customers. I was responsible for creating a completely new set of training service options for customers.Key Points:• Designed and executed recorded training content released for sale to customers• Built a suite of training services comprised of online education, onsite consulting, and group training sessions

Dayton, Ohio Area

Managed operations and on-site staff for properties ranging in size, up to 200 units. Responsibilities included tenant relations, budget management, occupancy control, and financial reporting. Key Points:• Increased occupancy and net operating income to above budget minimums • Increased resident retention through maintenance and renewal programs

Cincinnati, Ohio Area

Managed over 250 mixed properties across two states including multi-family, single family, Section-8/HUD, and bank owned. Reported to the regional manager and supervised maintenance staff. Trained on-site property managers and leasing agents. Key Points:• Oversaw two property renovations including facilities and structure upgrades • Created standardized leasing reference program for communication with traveling staff

Cincinnati, Ohio Area

Lead the implementation and staff training of a new software solution still in BETA stages. Provided with direct contact to the software developers for the purposes of bug reporting, feature requests, and usability feedback.

Dayton, Ohio Area

Started as a Leasing Agent and received multiple promotions up to Property Manager of a key property experiencing staff and tenant issues. Reported to the regional manager and supervised on-site maintenance staff. Key Points:• Implemented new software solution on each property • Audited property records and corrected various record keeping errors for a pending theft investigation • Improved property numbers from losses to above budgeted revenue