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Michael Krasso
About
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Missouri, United States
Résumé
Jobs
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Senior Customer Success ManagerNew Era TechnologyJul 2023 - Current (2 years 11 months)• Cultivated executive relationships with 15+ enterprise clients, including C-suite stakeholders, increasing customer retention by 25%. • Aligned product capabilities to strategic business goals, contributing to a 20% increase in customer ROI across managed accounts. • Led 40+ Quarterly Business Reviews (QBRs), uncovering $500K in upsell opportunities and resolving major risk factors. • Managed a portfolio valued at $5M+ in ARR, driving lifecycle success from onboarding to renewal and expansion. • Implemented a proactive risk management framework, decreasing account churn risk by 30% within the first year. • Drove upsell/cross-sell motions with a 35% success rate by leveraging usage insights and trend analysis. • Mentored 5 junior CS- ASenior Customer Success ManagerATIS Elevator InspectionsJun 2018 - Jul 2023 (5 years 2 months)• Developed customer success frameworks that improved onboarding speed by 40% and boosted client adoption by 30% within six months. • Managed 60+ enterprise accounts with a combined revenue impact of $8M, achieving a 95% client retention rate. • Conducted over 100 client business reviews and performance analyses that directly influenced upsell conversions worth $1.2M. • Facilitated interdepartmental collaboration across Sales, Product, and Marketing, reducing client resolution times by 25%. • Implemented KPI dashboards that enhanced account visibility, increasing identification of expansion opportunities by 20%. • Handled and resolved 100+ customer escalations with a 98% satisfaction rating post resolution. • Led the rollout of onboa
- Customer Success ManagerPepsiCoApr 2013 - May 2018 (5 years 2 months)• Managed a portfolio of 50+ enterprise-level clients, driving a 20% increase in year-over year renewal rates. • Orchestrated onboarding for new clients, shortening time-to-value by 35% through customized implementation roadmaps. • Delivered over 80 strategic business reviews that led to $850K in incremental upsell revenue. • Partnered with Sales and Product teams to reduce support ticket volume by 22% through process optimization. • Analyzed satisfaction and usage metrics to design personalized retention strategies, resulting in a 93% customer satisfaction rate. • Launched a customer advocacy initiative that generated 10 new client referrals and 3 public case studies.
Education
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- B.S.University of PhoenixOct 2013 - Jan 2015 (1 year 4 months)
- SA.A. in Business AdministrationSt. Charles Community CollegeNov 2011 - Jan 2013 (1 year 3 months)