Michael Murphy Email & Phone Number

Hamilton, New Jersey, United States

The Global Manager of the Customer Success team, I lead process management, develop scalable playbooks and models, and drive revenue growth through upselling success-qualified leads. Collaborating with executives, I create expanding capabilities and a robust growth framework for the team. My role encompasses fostering accountability, implementing best practices, leveraging data-driven insights, and delivering exceptional customer experiences• Manage account coverage and renewal management for over 300 accounts worth total ACV over of $80 million, retaining a Gross Retention Rate over 97%• Lead Gainsight Implementation across Honeywell Connected Enterprise (HCE) to create and empower team members to drive customer health score tracking metrics and increase customer satisfaction• Drove Challenger Series Training for the team to improve recurring impact statements with customers• Provide scaling model to triple the teams head count in 2022, as well as build onboarding playbooks for new hires• Develop close communication relationships with executives and management on cross-functional teams to develop tighter integrations between teams. • Lead and execute escalation strategies for prioritizing customer issues • Drive NPS reviews with Sparta ETL to drive change for internal and client facing priorities

Hamilton, New Jersey, United States

Global Team Lead of success team, leading CSM team in daily operations as well as increasing account management capacity. Act as a leader for the team by providing mentorship and guidance for complex customer issues. Work closely with management to create goals and account plans for CSM team. • Manage strategic accounts with portfolio of subscription renewals over $6 million in ACV.• Develop goals for team members and help drive to completion by end of year• Work closely with the management team on key initiatives to delivery better efficiency with the CSM Team• Help develop new account management strategy for success team.• Create key metrics for customer

Hamilton, Nj

Account and customer relationship manager providing ongoing support through product material, new user trainings, and product roadmap demonstrations while utilizing a new Community Portal. Provide guidance to the customer for system growth and end user adoption to be successful in renewal opportunities. • Helped develop new Customer Success Teams at Sparta • Manage over 30 accounts across the US and EMEA regions with a portfolio of subscription renewals totaling $3 million.• Hold a 9.2 out of 10 on NPS from survey results provided from accounts• Lead work on creating CSM playbooks for the Success Team.

Trenton, Nj

Manager in the services team focusing on process and efficiency in managing over 30 consultants in the US plus an additional team of 10 in the EU. In addition, managed the Professional Services partner network which consisted of seven partners and over 70 consultants while working with our HR team for hiring of new personnel.• Worked with management team to achieve over $25 million in revenue for Professional Services• Directly involved with Management team for point of escalations and protocol creation• Helped develop consultant skills and areas of expertise by assigning courses or seminars to attend• Worked with other department managers to come up with internal best practices and developed SOP’s• Actively involved with Recruiting and Interviewing potential candidates using self-developed metric system.

Hamilton, Nj

Providing and enabling additional revenue opportunities for the services team around training and service management. Focused on Training Management providing customers with the best training options for their needs through recommendations and requests.• Actively engaged customers to meet a goal of $1.5 million for training revenue• Worked closely with the other Customer Engagement Managers to find opportunities and establish contact information with the customers• Developed customized schedules with project managers to meet customers project timelines and managed training resources for proper class assignment • Met with Account Executives and Sales Directors to promote class sales

Hamilton, Nj

Taught Sparta Systems, Inc. specific courses designed to develop skills for customers and internal personnel to succeed as admins in their own environments. Became product subject matter expert to provide guidance on best practices with the system.• Created training calendar to match the demand for classes at that time• Developed course material to stay updated with latest product releases• Worked closely with Product Management team to determine the message and material that needed to be included in the training material• Developed and delivered custom training material to customers at their facilities to key business leads

Hamilton, Nj

Software consultant involved with gathering requirements and delivering all necessary documentation to the customer. Lead requirement gathering workshops to understand customers’ needs for the system• Worked on Implementing and configuring the customers Quality System based on requirements• Configured the customer’s system to be able to integrate with the FDA for eMDR submission• Traveled to customer to delivery prototypes of their system based on Waterfall Methodology

Consultant in the Operating Room team advising and instruct team members that range from Train Physicians/Surgeons, OR Directors, Registered Nurses, and Clinical System Analyst on how to customize and configure the software for their facilities. In addition, developed and implemented application training program for end users. • Implemented at seventeen hospitals in the United States • Conducted four to six onsite trainings for each individual site over an eight month to a year implementation process• Created and develop best practices of workflow for the hospital’s to better utilize the system by listening to and understand the customer’s need • Troubleshoot and resolved client issues throughout implementation process by engaging with clients to understand the issues.

Bristol, Ri

- Promoted in August 2008 as a Student Leader- Oversee the work and job processes of 35 other students- Assist the Admissions staff in putting together applications for incoming students- Answered questions of prospective students and families during phone calls, Open Houses, or Accepted StudentDays-Responsible for coordinating schedules for Admission student workers, ensuring proper staffing

- Conduct two tours each week for new and incoming students, teaching the academics and life of RWU- Assist in two Open Houses and four Accepted Student Days in answering questions and leading tours- Direct people to necessary locations for appointments and information

Bachelor Of Science - Bs, Biology, General

Activities and Societies: Basketball, Resident Assistant, Peer Mentor, Tour Guide

Master Of Business Administration (Mba), General Studies

M.B.A.

Bachelor, Biology

Activities and Societies: TeamCARE, Mr. RWU, Varsity and Intramural BasketballBachelor of Science in Biology