Michelle Le

Technical Development

• Lead the design, development, and implementation of new features and functionalities on the intro platform.
• Collaborate with cross-functional teams to translate business requirements into technical solutions.
• Conduct thorough testing and debugging to ensure the reliability and scalability of our platform.
• Continuously optimize and enhance existing codebase to improve performance and user experience.
  

Artist Relations

• Build and maintain strong relationships with artists using the intro platform, serving as a primary point of contact for their technical needs and feedback.
• Gather insights from artists to inform product development and prioritize feature enhancements.
• Act as a brand ambassador for intro, representing our platform at industry events and fostering partnerships within the artist community.
  

Product Management

• Define product roadmap and strategic priorities based on market trends and user feedback.
• Participate in agile development processes, including sprint planning, backlog grooming, and retrospectives.
  Provide technical expertise and guidance during product planning and execution phases.
• Contribute to the development of product documentation, including user guides and technical specifications.
  

• Provided recommendations and strategies to meet customer business requirements for quick value realization of product and services
• Supported new business meetings, and technical value meetings, highlighting at every step where the value is and how it will benefit the organization and the organizations' stakeholders
• Supported customer strategy conversations, including driving best practices around data structure integration, integrating solutions using web service APIs, and supply chain digital transformation
• Adapted to new ERP systems, file formats and business logic within a 6-week period
• Owned the customer onboarding process, including requirement identification, technical validation, and ultimate achievement of business objectives.
• Gathered product configuration requirements and design/implement solutions to meet client needs
• Gathered and analyzed business requirements prompting discussions with clients on scope and business risks
• Triaged client application and configuration issues and ensured they are resolved in a timely manner
• Reviewed developer implementations of features/defect fixes and QA test plans ensuring that they adhere to functional specification
• Managed and communicate functional and technical limitations and changes discovered through the implementation process
• Built multiple frameworks for the core logic of the business solution keeping in mind scalability and performance
• Consulted with customers on platform customization options
• Worked collaboratively across the professional services team to create Postman Collections for various ERPs and APIs to streamline development work and troubleshooting
• Created standard procedure and documentation to support the 5x growth of the professional services business unit

• Maintained and grew a global enterprise portfolio of active retail, health care, education & financial customers with a total annual revenue base of $2M
• Coached and mentored Customer Success team members responsible for large, enterprise customers
• Served as primary interface to manage and resolve critical internal and external customer-facing situations
• Delivered customer success plans and quarterly business reviews that confirmed satisfaction, ROI and value proposition, and highlighted areas of opportunity for TealBook’s customers’ business
• Brainstormed and developed strategic recommendations for improving overall post-sales experience for TealBook’s customers
• Established a formula for measuring health and early indicators of risks, based on customer-centric criteria which improved customer retention by 11%
• Developed and documented process and workflow for but not limited to customer research and discovery, engagement SOPs, reporting, and customer concerns
• Utilized Salesforce to create custom reports for Customer Success team which were utilized to track account health and forecast revenue
• Created custom Salesforce Dashboard for Customer Success, so that users could have in-the-moment information about any existing customers
• Use quantitative and qualitative analysis to drive operational excellence in areas of user engagement, customer advocacy, and resourcing
• Analyzed customer trends and communicated feedback to internal teams to drive improvements to, or highlight gaps in documentation, positive/negative impacts of concurrent initiatives, and more
• Leveraged usage patterns to gain insights, provide guidance, and increase customer adoption and satisfaction
• Worked closely with data and engineering teams to gain technical knowledge of MVC software architecture model as well as API integration for various ERP systems (Workday, SAP, PeopleSoft)

• Overall ownership of large and strategic projects, which include onboarding, increasing adoption, ensuring retention, and maintaining overall customer satisfaction
• Developed detailed project plans to monitor and track progress
• Resolved and/or escalate customer technical issues when required
• Provided recommendations and strategies to meet customer business requirements
• Collected user metrics; analyze, identify trends, recommend possible strategies/solutions
• Accountable for revenue targets for renewals and up-sell opportunities
• Maintained a customer renewal rate of 96%
• Implemented cross-functional initiatives that emphasize enhancing customer experience, minimizing attrition, growing recurring revenue, and optimizing post-sales operations
• Delivered and communicated ROI throughout the customer lifecycle, and developed strategic customer success blueprint to ensuring customers' goals were met
• Defined and maintained success plans for customers that outline the desired business outcomes, metrics for success (KPIs) and be able to speak to Tealbook's existing offerings in alignment with customer goals and objective
• Obtained referenceable customer success stories (with both qualitative and quantitative results)
• Drove new business growth through greater advocacy and increased customer reference-ability by 50%
• Identified opportunities to upsell where appropriate, and where upsell opportunities have been identified, proactively ensure that customer proof points are met

• Managed enterprise client relations and ensured client's business needs and objectives were met
• Responsible for maintaining positive, proactive, and long-term relationships with clients
• Performed API Testing using Postman Rest Client and SOAP UI.
• First line of communication for customers and other stakeholders to bring forth their end-user stories, issues, and training needs
• Developed an understanding of the customers' objectives and business goals
• Developed project plans and worked with project teams to execute plans
• Monitored day-to-day activities of project teams to ensure work was progressing as planned
• Ensured clients have been onboarded in a manner that made user engagement and adoption easy and effective
• Assisted with developing and improving the client onboarding and implementation process
• Implemented methodologies for measuring and tracking the success of the Customer Success team
• Identified upsell opportunities and increase portfolio's recurring revenue by 20%
• Managed key metrics that fed into team-based goals around retention, growth, and advocacy
• Worked closely with the development team to troubleshoot issues, track the next steps, escalate where needed, and follow-up promptly to ensure the client’s expectations are exceeded.
• Collaborated with development teams and product teams to evolve features and product roadmap

• Worked closely with executive team to collaborate, prioritize, and execute action plans to achieve company strategic goals and OKRs
• Facilitated scaling of the customer support team to support clients and achieve desired business outcomes as evidenced through increased product usage, adoption, and customer retention
• Led the design, communication, and execution of the customer support scale strategy to create efficiencies in coverage model to drive great customer experiences
• Defined and deploy new processes to accelerate speed to value and drive adoption
• Build and refine operations to fit current business and plan for future growth
• Proactively anticipated problems and opportunities while serving as a key escalation point for customers to ensure solution-oriented thinking and best-in- class customer experience
• Researched, implemented, and identified ticketing trends per client to proactively plan potential technical solutions
• Upheld a culture of making data-driven decisions and implemented KPI metrics to measure success
• Forecasted and analyzed CRM data, team performance, and departmental insights
• Including using existing data to report and predict department scheduling and workloads
• Hired, retained, and developed a talent pool of customer support Specialists and team members, fostering a culture of collaboration, over-achievement, and continuous learning while aligning with company KPIs.