Michael O'Connor Email & Phone Number

Fredericton, New Brunswick, Canada

Driving the Customer onboarding and product adoption experience through a digital-first success strategy:- build collaboration and consensus in a cross functional team to map out digital first, data driven, multi-channel journeys- build journeys for the initial onboarding path, providing customer contacts with the right information at the right time, to support their product implementation- identifying and enabling customers top use-cases to extend and grow their product adoption- using data driven insights, continuously optimize the digital experience to enable customers to reduce their time to achieve business value

Fredericton, New Brunswick, Canada

As part of a Customer Success team, running large scale customer engagements to help drive product adoption of the latest Salesforce product features, and applying them to customer use-cases:- running the full lifecycle of product adoption webinars: leading a cross functional team through topic selection strategy, content development, customer communications, live webinar delivery, audience moderation, and post-production content publishing. This included the rapid development of a series of executive level Covid-19 response series of webinars. - leading a customer success track at Salesforce World Tour, Connections and Dreamforce conferences: topic strategy, content development, staffing, training, promotion, and onsite operations.- Salesforce Community management: building, branding, moderation, content publishing, and event integration of the Customer Success series of product-focused Community groups.

Global

As part of a Customer Success team, I work with customers through scalable programs, guiding them to achieve the maximum possible value, with Salesforce's products. This often includes connecting a vision and roadmap for Salesforce products to underpin and accelerate the customer's business goals.Responsibilities include: - Team Lead and Manager roles to implement, deliver, and continuously improve scalable customer success programs.- Managing and mentoring team members to always be improving their individual contributions, and achieving their individual performance targets.- Tracking and reporting performance metrics against program goals and ensuring alignment with business targets. - Collaboration with other Customer Success teams on complimentary programs and customer journey alignment.- Collaboration with Account Teams, ensuring the best possible customer engagements. - Prioritization of work projects to maximize customer success impact, and attainment of business goals.- Act as a customer advocate within Salesforce to continuously improve program delivery, customer impact, and product roadmap.

Fredericton, New Brunswick

As part of the Customer Success team during the Radian6 to Salesforce acquisition and beyond, develop and implement the Customer Success framework for post-sales Account Management at Salesforce Marketing Cloud. Responsibilities include:- Manager and team lead role delivering Marketing Cloud's first Scale Success programs. - Project and program management of the Marketing Cloud Help and Training portal implementation team, enabling customer success through scalable and self service resources.- Program Management of Marketing Cloud Precision Engagements: targeting customer outreach where needed, in order to improve customer retention through greater product adoption and achieved business value.

Fredericton, New Brunswick, Canada

In Collaboration with the Account Teams, responsible for client relationship management, assisting with the planning and implementation of social media programs, successful adoption of the Radian6 platform, and qualified lead identification. Additional responsibilities: - Management of a team of Success Managers, targeting the entry level market segment, helping customers implement their business goals as supported by the Radian6 platform.- On-boarding of new Customer Success Managers.

Fredericton, New Brunswick

As an enterprise client advocate, responsible for customer success management for IT and Telecom service delivery. Overall goal is to build customer loyalty through customer’s success:- participate directly in the client’s business operations, so as to understand the client’s business goals and how they are integrated and underpinned with Aliant services.- ensure SLAs are met as required, working through functional managers, team leads and partner companies.- evolve IT operations towards industry best practices, and alignment with the client’s business operations.- work with client and Aliant teams to build and deliver strategic initiatives to further support and adopt the ITIL maturity model.- integrated strategic account sales and service management planning, including working with marketing and product management to provide customer input.- program and project collaboration with the broader service management team to identify, lead and deliver strategic initiatives to address priority client business needs.Team responsibilities, in both a direct report, as well as matrix organizational structure, include:- ensuring staff are equipped to be successful with proper training and tools, so they can focus on customer service.- performance management, mentoring, and maintaining a highly motivated team environment.- business process development, adherence, and training.- involvement in the recruitment process, partnering with HR, to hire and onboard team members as well as career path development.- cross functional leadership of a team consisting of: Customer Support, Desktop Support, Data Network Admin, Data Center, Database Analysts, Server Management, Application Specialists, and Software Developers.

Fredericton, New Brunswick

Technical support analyst supporting the implementation of IT infrastructure for community based policing offices across the province:- hardware and software support of desktop and printer environments.- hardware and software support of distributed remote access systems for community satellite offices.- hardware and software support of divisional server and application systems such as CPIC and crime pattern cross reference system.- hardware and software support of forensic identification and PC based lie detector technology.