Michelle Brown Email and Phone Number

General Manager of a globally distributed $70M retail solutions business unit. Accountable for people leadership, profitable revenue achievement, commercial optimization, and operational excellence.• Transformed the sales and service delivery model by defining a global strategy, reorganizing the sales organization, implementing Salesforce worldwide, standardizing customer contracts and upgrading variable compensation plans• Implemented an eCommerce platform shifting customers from a full-service to a connected self-service model, automating demand intake, optimizing cost to serve, and improving data capture/reporting capabilities• Created and influenced product value narratives including ROI, go to market strategies & customer business reviews

Hired into a newly created role responsible for building/leading the account management team, growing annual recurring revenue (ARR) and advocating for the voice of the customer (VOC). • Developed and implemented a strategic plan to unify all customer facing functions (account management, implementation, professional services, and business development) and was promoted to run the newly formed Client Services team. The “one team” operating model reduced internal cross functional friction, increased annual recurring revenue from $35M to $60M and enabled the achievement of “exceeds expectations” customer satisfaction ratings in 2016, 2017 & 2018• Created the internal and external business integration strategy and execution plan following the acquisition of Simply Well in 2017. Onboarded 100+ customers onto the Viverae operating platform and integrated 10+ Omaha, NE-based account managers into the Viverae Client Services team within the first 90 days• Spearheaded the company’s first Client Advisory Board, created a strategic platform for key customers to directly engage with our Product, UX, Clinical and Marketing teams. This 12-month initiative fostered deep collaboration and allowed customers to influence the product roadmap. The result was a significant increase in customer appreciation, informed product innovations, and an enhanced product suite that enhanced the company sale to Virgin Pulse in 2018

Responsible for customer relationship management, business development, commercial optimization and customer retention• Crafted two winning RFP responses for Delta and American Airlines, retaining business with line of sight to growth• Developed customer retention strategies and successfully negotiated customer contract renewals• Directed a project to develop the company’s first mobile onboard POS application. Liaised with third party application developer, documented customer use cases, created personas, conducted user acceptance testing• Identified, monitored and measured customer experience opportunities, liaised with resolution team

General Manager of a $60M global outsourced contact center team in the North America, Latin America and Asia Pacific regions. Accountable for results, costs, staffing, clients and employees• Developed and delivered outsourced multi-channel customer acquisition, retention, win back, lead generation and appointment setting programs across multiple industry verticals (i.e., Telco, Consumer Electronics, High Tech, Financial Services & Satellite/Cable), B2B and B2C applications• Led a high-performing, onshore client facing team with an 86% record for being ranked #1 by our clients• Directed an 800+ agent offshore IB sales team from “worst to first” in <6 months, Vendor of the Year 2005 and 2006• Planned and negotiated geographic business relocation for a 1000+ agent customer care program delivering a relationship “win-win” and a $2.7M net profit increase in 12 months

Led an account management team for a 500 seat, privately held outsourced call center operation

Responsible for vendor management and business development. One of three employees hired at this startup consulting firm.

Led an account management team for a 1000 seat privately held outsourced call center operation

Responsible for the American Express account for a 5000 seat outsourced call center operations