Michael Balkcom
Accomplished Salesperson, Development leader and Business owner
- Role
- Customer Success Specialist at ServiceTitan
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Michael Balkcom
I am a motivated professional with sales management, customer engagement, and team…
Experience
Customer Success Specialist
Oct 2024 — Present
Partnered with 75+ mid-market enterprise customers, aligning ServiceTitan’s solutions with business goals to increase product adoption by an average of 38%.•Led full lifecycle customer success management—from onboarding to expansion—driving a 92% average user adoption rate within the first 90 days.•Acted as a strategic advisor, maintaining a 98% CSAT (Customer Satisfaction) score and building long-term client relationships that supported upsell opportunities.•Collaborated with cross-functional teams to resolve over 95% of client issues within SLA, while championing 20+ customer-driven product enhancements.•Designed and executed tailored success plans, contributing to a 28% increase in platform engagement across key accounts.•Helped Facilitate over 100+ Quarterly Business Reviews (QBRs), uncovering $1.5M+ in expansion pipeline and reducing churn risk across 85% of portfolio accounts.•Ranked in the top 5% of Customer Success Managers by driving a 35% increase in account retention YoY and contributing directly to $3M+ in net revenue retention.
Education
Chipola College
Business/Corporate Communications
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