Michelle Ferguson
Client Success Manager
Frenchs Forest
Summary
Experienced and results-oriented Client Success Manager with a robust background in Information and Communication Technology (ICT) and Software as a Service (SaaS) industries.
Proven track record of effectively managing client relationships across diverse sectors, including Enterprise, Federal and State Governments, FSI, Manufacturing, and Retail. Led software adoption strategies, resulting in increased client satisfaction and loyalty.
Skilled in supporting sales contracts, onboarding new clients, implementing software solutions, and driving adoption. Adept at identifying opportunities for organic growth, enhancing client retention, and contributing to strategic development.
A strong communicator and advocate for clients, with a talent for building rapport and fostering collaborative relationships internally and externally. Supported local and global sales contracts, ensuring seamless onboarding and implementation processes.
Developed and executed Client Success Plans aligned with strategic business objectives. Collaborates effectively with internal teams to drive client success and satisfaction. Acted as a senior escalation point and customer advocate, resolving issues and ensuring client needs were met promptly.
Overview
24
24
years of professional experience
Work History
Client Success Manager
NTT Global
04.2018 - 09.2023
- Sales and Account Management advocate to Enterprise clients, cultivating long-term renewed clients, administrating and maintaining regular client contact as well as facilitating senior executive QBR's
- Converting annual renewals into Multi-year agreements
- Maintaining high Net Promoter scores with dependable customer service
- Presenting, implementing, and training the 'Support Services' dashboard platform to Sales teams, as well as new and existing clients
- Demonstrating prompt product delivery, escalating logistics, and warranty management
- Providing tangible Adoption plans and Lifecycle management initiatives for contract renewals through Client Success Management framework
- Identifying growth opportunities for Sales leads and Success Plan strategy Collaboratively working with cross-functional teams, Vendors, and Engineers to remove roadblocks and risks to expanding on and delivering further adoption of Managed and Professional services and support to key clients
- Developed training scripts and videos on how to navigate bespoke portal
- Mentored Graduates and New starters.
Client Manager
Brennan IT
02.2017 - 03.2018
- Business Development and Account Management, problem-solving, administrating, and coordinating meetings for new and existing customers.
- Liaising with Service Delivery, Engineers, Vendors, and logistics to provide Professional Managed Services to mid-market.
State Channel Manager
Soprano Design
01.2015 - 01.2017
- Business development of the Telstra branded broadcast messaging platform to the Enterprise and Government sales channel
- Presenting, demonstrating and training the software capabilities
- Maintaining delivery of high volume national broadcast messaging and iMessage media applications.
Account Management Implementation
Planet Tel Group
01.2014 - 12.2014
- Implement an Account management framework for merging organizations.
- Translated strategy into solutions and operating models by leading others.
- Develop customer satisfaction solutions with issue escalation and resolution action plans for sales team to follow.
Business Development
Telestar Communications
04.2011 - 12.2012
- Revenue growth and Retention
- Liaise with Telstra Executives to align business strategies to support and grow a portfolio of clients by industry segment
- Maintain regular customer meetings and Sales presentations
- Industry exhibitions and networking functions with clients and vendors.
Engagement Executive
Telstra Enterprise & Government
03.2000 - 04.2011
- Supporting Sales and contributing to tender responses with improved service delivery campaigns
- Retention of Key Enterprise and Government contracts (3–5 year deals) Identify and contribute to revenue growth
- 10/10 for external client survey.
Education
Skills
⦁ Strategic success plan development and execution
⦁ Contract Lifecycle support
⦁ Onboarding and Implementation
⦁ Software adoption strategies
⦁ Client retention and renewal activities
⦁ Business development, opportunity identification
⦁ Facilitating Executive QBRs, regular client engagement & rapport building
⦁ Cross-functional collaboration
⦁ Portfolio planning and development
⦁ Coordinating and Hosting industry events
⦁ Workshop and training facilitation of both customers and colleagues
⦁ Developing workflow processes and Job descriptions
⦁ Stakeholder Management, communication and advocacy
⦁ Coaching and development of Graduates and New starters
References
Managers, Colleagues, and Clients are available on request.
Timeline
Client Success Manager
NTT Global
04.2018 - 09.2023
Client Manager
Brennan IT
02.2017 - 03.2018
State Channel Manager
Soprano Design
01.2015 - 01.2017
Account Management Implementation
Planet Tel Group
01.2014 - 12.2014
Business Development
Telestar Communications
04.2011 - 12.2012
Engagement Executive
Telstra Enterprise & Government
03.2000 - 04.2011
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