Michelle Samson

Background

About Michelle Samson

Driven, people-oriented Client Services Professional with 20+ years of account and personnel management experience in the information technology industry. Proven track record driving projects to on-time, on-budget completion. I am a passionate customer advocate, team builder, and project manager specializing in de-escalations, risk mitigation, and client experience. MY SPECIALTIES Motivating cross-functional teams to create innovative solutions that resolve procedural issues and increase product adoption and renewals. Managing high-profile, high-touch escalations with proven success in repairing relationships, resulting in reference customers and product champions. Hands-on leadership style through all phases of a project life cycle, prioritizing communication and accuracy to achieve timely project completion and happy customers. HIGHLIGHTED ACCOMPLISHMENTS » Resolved 90+ high-profile client escalations, executing targeted, high-touch “get well” plans, identifying procedural weaknesses and driving internal change. » Produced 99% renewal rate and acquired named reference customers through strategic problem-solving and an emphasis on repairing damaged client relationships. » Generated $600K in upsells and on-time project completion of national client’s website transformation, including customer dealer sites. WORKING STYLE Empathetic listener who emphasizes communication to troubleshoot problems and resolve conflict Thrives in a deadline-driven environment Critical and creative thinker with the know-how to manage large projects and diverse teams SKILLSET Communication | Customer Engagement | High-profile Escalations | Problem Solving | Negotiation | Team Leadership | Consulting | Customer Service | Project Management | Cross-functional Collaboration | Account Management | Renewals | Product Adoption | Forecasting | Performance Reviews | People Management