Matthew Michaud

About Matthew Michaud

Premier Customer Success Manager in the technology industry. Skilled in using MS Office Suite and Salesforce. Soft Skills include Creative Problem Solving, Conflict Resolution, Relationship Building, Adaptability, Client Management, Upselling, Negotiation

Experience

1. Premier National Account Manager

   Granite Telecommunications

   Jun 2018 — Present · Boston, MA, US

   Managed over 10 Enterprise level accounts, serving as clients’ liaison to Granite for all needs• Developed strong client relationships, ensuring satisfaction and an excellent customer experience• Logged account updates, quotes, and internal collaboration with colleagues in Salesforce • Created ad hoc reports in Excel to analyze client trends and recommended strategies to hit their goals • Conducted routine client meetings via phone, video call, and in person to discuss project updates, answer questions, and consult on additional services • Educated clients on Granite’s full product offerings to maximize value in the partnership• Cross-sold services and upgrades with emphasis on account growth as well as contract renewal• Led multiple, simultaneous projects to onboard new clients onto Granite’s platform• Coordinated between internal and external stakeholders for technical solution exploration, repair resolution, configuration changes, order processing, and billing concerns • Audited both clients’ contracts and invoicing to ensure accurate pricing and negotiated credits as needed• Demonstrated Granite’s portals to customers, focusing each presentation on their specific needs• Trained new hires and served as a mentor for all teammates to answer questions as well as update them on process changes

Education

• Brandeis University

  Bachelor's degree, Economics, History, Sociology