Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Michael Bradd-Koger

Englewood

Summary

CX Strategist with over 10 years of experience in software consulting and customer success. Demonstrated ability to build strong partner relationships and enhance customer experiences through strategic operations. Expertise in addressing complex business challenges to align solutions with company goals and drive sustainable growth. Proven leadership in improving employee engagement and performance through effective training and team-building initiatives.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. Customer Success Manager

ModSquad
11.2022 - Current
  • Lead and drive all customer experience strategies for enterprise clients (6+ million in ARR).
  • Manage the strategy team that consists of 6 strategist across multiple verticals.
  • Create and manage business processes.
  • Responsible for executing operational strategy provided by the executive team.
  • Maintain cost models for each project to ensure profitability metrics are met.
  • Responsible for creating and managing the business review process for over 200 Project and Account managers
  • Created the companies first onboarding program.
  • Work closely with the VP and Sr. VP of services to ensure the departments long-term vision is implemented.

Director of Professional Services

Smart Instinct
02.2022 - 11.2022
  • Developed and implemented robust performance metrics for the professional services department, driving improvements in service quality and customer satisfaction.
  • Implemented best practices in project management to ensure timely completion of projects within scope, budget, and quality expectations.
  • Worked with clients to select and setup the right CRM for their business needs.
  • Managed consultants that were assigned to clients.

Account Manager, Consulting and Implementations

ModSquad
01.2018 - 02.2022
  • Responsible for ensuring the overall success of operations and client relationships.
  • Managed a team of Project Managers who were responsible for the day-to-day delivery of operations to ensure we were on track to hit out client KPIs and SLAs.
  • Managed a client portfolio of 1M+ in ARR.
  • Assisted sales with pre-sale engineering calls.
  • Managed the implementation of CRM's like Zendesk, FreshWorks and Gorgias.
  • Built the framework of the consulting milestones from presales to project completion.
  • Managed our partner relationship with Zendesk, Intercom and Gorgias.

Project Manager

ModSquad
08.2013 - 01.2018
  • Managed the day to day customer support operations for multiple clients that included a team of 300 agents and 6 Contact Center managers.
  • Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Front line consultant on Zendesk implementations, ensuring all milestones were passed on time and within budget.

Education

High School Diploma -

South Lake High School
Groveland, FL
2007

Some College (No Degree) -

St. Johns River State College
Palatka, FL

Skills

  • Customer relationship management
  • Project management
  • Business process development
  • Performance metrics
  • Onboarding program development
  • CRM implementation
  • Operational strategy

Certification

Zendesk Support Administrator Expert I

Timeline

Sr. Customer Success Manager

ModSquad
11.2022 - Current

Director of Professional Services

Smart Instinct
02.2022 - 11.2022

Account Manager, Consulting and Implementations

ModSquad
01.2018 - 02.2022

Project Manager

ModSquad
08.2013 - 01.2018

High School Diploma -

South Lake High School

Some College (No Degree) -

St. Johns River State College

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Michael Bradd-Koger