Mike Brochu
About
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VP, Technical Support & Knowledge Management
Saint Paul, Minnesota, United States
Résumé
Jobs
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VP, Technical Support & Knowledge ManagementCivicPlusFeb 2026 - Current (7 months)- Sr. Director Technical Support & Knowledge ManagementCivicPlusMay 2022 - Feb 2026 (3 years 10 months)
- TDirector, Quality & BetaTrimble Inc PeoplenetOct 2019 - Mar 2022 (2 years 6 months)∙ Customer Experience & Team Empowerment Leader ∙ Build, Mentor and Develop Empowered Quality, Support, Engineering Leadership teams ∙ Customer Success Beta Programs - Improving NPS Scores ~ 3% YOY & CSAT Scores 8% YOY ∙ Develop customer collaboration engagement programs to optimize product utilization ∙ Establish Key Results Metrics / Mentor teams to execute initiatives to achieve (OKR) ∙ Develop and lead continuous product improvement / engineering optimization / customer success processes
- Director, Beta & Technical Services / SupportPeopleNetMar 2016 - Oct 2019 (3 years 8 months)∙ Team building: High performing, empowered support teams with customer focus mindset ∙ Optimize customer experience engagement programs ∙ Coordinate successful outcomes for complex new customer onboarding / integrations ∙ Establish and Coach teams on Objectives and Key Results (OKR) Initiatives aligning organizational goals ∙ Continuous improvement / inspect & adapt initiatives ∙ Drive product quality Improvement initiatives ∙ Decrease Customer Impacting Bugs and Product Deficiencies ~12% YOY
- Manager, Technical Support OperationsPeopleNetApr 2013 - Mar 2016 (3 years)∙ Team building: High performing, empowered teams with customer focus mindset ∙ Improve SDLC, and VOC - optimizing new product development efforts ∙ Develop engineering, product, support collaboration programs across teams ∙ Triage all production incident scenarios - manage to successful outcome ∙ Through team building and process improvement, increase CSAT scores ~6% YOY
- Manager, BetaPeopleNetApr 2011 - Apr 2013 (2 years 1 month)∙ Team building & mentoring customer facing project engineers. ∙ Customer success initiatives - driving successful outcomes in new product deliverables ∙ Support process improvement - continuous optimization and improvement ∙ Establish Customer advocacy Program - infusing voice of customer into our product & engineering processes ∙ Establish standards for quality metrics & customer perception scoring of our products and services ∙ Develop & Grow Customer Beta Community - Increasing participation from 15 to 80+ Customer Accounts and 150+ users in ongoing testing processes across 20+product categories.
- National Accounts Sales ManagerMicroboards TechnologyMay 2009 - Apr 2011 (2 years)∙ Develop category strategy to achieve revenue, profitability targets ∙ Manage forecasts. Develop, execute, measure promotional programs ∙ Extensive sales & technical training to internal teams, channel sales, & service networks ∙ Strategic National Account Management - CDW, TigerDirect, Staples, Guitar Center, PC Connection,+
- Technical Services ManagerMicroboards TechnologyFeb 2001 - May 2009 (8 years 4 months)∙ Manage, mentor, and optimize support / service / success teams. ∙ Develop internal business & customer service/success programs ∙ Lead engineering, manufacturing, and quality programs for continuous improvement ∙ Lead technical training onsite / remote to key domestic and international customers ∙ Overall reduction in operating costs of 20%
- MSoftware Support SpecialistMBA Software ConsultingJan 1999 - Feb 2001 (2 years 2 months)∙ High Level Proprietary Accounting Software Support and Training ∙ Systems implementations and upgrades ∙ Manage Key Customer Accounts ∙ Perform In Depth Training Seminars for New Customers ∙ Test and Debug Pre-Release Software Products ∙ Develop Technical Product Documentation
Education
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- University of MinnesotaUniversity of MinnesotaJan 1992 - Jan 1995 (3 years 1 month)