Mike Abrunzo

About Mike Abrunzo

Transforming Client Success in SaaS: Proven Leadership and Measurable ResultsI am a seasoned leader in customer success and technical support with over 20 years of experience driving exceptional client outcomes in the SaaS industry. As a Vice President of Customer Support, I have consistently delivered 95%+ client retention by spearheading AI-driven automation, streamlining workflows, and fostering scalable, client-focused processes. My efforts have resulted in measurable improvements, such as a 25% increase in customer satisfaction and a 30% reduction in manual workflows.Key highlights include-Designing and implementing analytical health scoring systems to strengthen client relationships and ensure long-term retention-Leading global teams of 500+ professionals across North America, APAC, and EMEA to execute high-impact initiatives-Delivering high-profile client projects, such as enterprise-wide software migrations, while maintaining operational excellence.I take pride in creating environments where teams thrive and clients feel supported at every touchpoint. If you’re looking for someone who combines strategic vision with a hands-on approach to delivering results, I’d love to connect. Feel free to reach out at: a•••••••@hotmail.com

Experience

1. Vice President, Customer Support Services

   ABC Fitness

   Oct 2023 — Present · NJ, US

   Develop and execute a global support strategy across key customer service functions, leading teams across North America, APAC, and EMEA to enhance efficiency and customer experience. • Implemented AI-driven automation to optimize workflows, reducing manual handling by 30% in targeted areas while maintaining headcount and improving efficiency.• Improved key customer service metrics (ASA, AHT, and CSAT) by 20%+ through data-driven operational changes, ensuring seamless customer interactions.• Reduced attrition to 5%, surpassing industry benchmarks, by launching structured career pathing plans and comprehensive training programs, significantly increasing engagement and retention.• Delivered multiple large-scale, high-impact client projects, including POS migrations and software upgrades, ensuring on-time delivery with minimal operational disruption.• Boosted productivity by 25% and improved service quality by designing and implementing a pay-for-performance bonus structure within an outsourced support model.• Collaborate with senior executives to drive strategic support initiatives, providing data-driven insights through comprehensive monthly operational reports that guide business decisions.

Education

• Seton Hall University

  Bachelor of Science (B.S.), Management Information Systems, General

  1996 — 2001

Skills

• Management
• Leadership
• Microsoft Office
• Microsoft Excel
• Training
• Customer Service
• Mentoring
• Emergency Management
• Powerpoint
• IT Service Management
• Project Management
• Business Analysis
• Integration
• Cloud Computing
• Disaster Recovery
• Program Management
• Data Center
• Solution Architecture
• Vendor Management
• Itil
• IT Strategy
• Enterprise Software
• Virtualization
• IT Management
• Service Delivery
• Security
• Enterprise Architecture
• Storage
• Pre-Sales
• IT Operations
• Business Continuity
• Requirements Analysis
• Outsourcing
• Saas