Michael Browning

Accomplished, award-winning leader with more than 20 years of experience and success in sales, customer success, account management, leading by example, with a sense of humor, having empathy for the customers concerns, and keeping the Voice-of-the-Customer as the foundation upon which partnerships and relationships are built, remaining passionate about coaching others to find and unlock their true potential 

XPERIENCE:

Client Success & Account Management Consultant

Terraboost Media

04/2022 – 12/2023

Indianapolis, IN 46240

Analyzed departmental performance as part of a cross-functional team developing a thorough picture of the financial health of the department in account growth, cross-sell and upsell revenue, new sales opportunities, and profit margin, uncovering notable issues which included an 18% annual churn rate of client accounts 

Uncovered cause of missing goal by $2.1m employing analytical skills reporting causes as poor contract pricing negotiation for product placement, an inability to identify trends, and no effort to build client relationships  

Conducted QA reviews identifying those with a subject matter expertise in performing client needs assessment, campaign implementation, and wide ranging business knowledge providing creative solutions to all clients 

Owned accountability for training and developing future leaders using Sandler professional training, followed by personally demonstrating the methods taught, reinforcing how to correctly determine client needs by asking questions, actively listening, and implementing upfront contracts resulting in a 20% growth in profit in 3 months 

Lead Technical Account Manager                                                                              

Modis Engineering & IoT Staffing             

06/2021 - 06/2022 

Indianapolis, IN 46240

Proactively led advocacy efforts to create a collaborative, cross-functional team of SME’s to develop use cases, identifying, defining, and reducing account service management time by 20% using innovation within Salesforce CRM and cloud based team communication methods also increasing account growth opportunities by 15%  

Initiated Relationship Building Mapping program identifying new executive relationships growing renewals and new sales, exceeding all assigned business objectives in total revenue and prospecting efficiency 19%

Monitored market changes and hiring trends for key Fortune 500 accounts who’s US revenue exceeded $40 billion delivering competitive reports on the staffing market within the clients key growth areas

Exceeded goal of $25 million by 19%, grew prior billing rate 100% to $106.59/hr., and profit margin by 14% 

Appointed Lead Client Account Manager upon delivering $1.54 million in net new revenue from untapped markets

Lead Customer Success Manager

Toyota Material Handling and Storage Solutions                                                                            09/2018 – 01/2021

 Westfield, IN 46074

Achieved a 5% increase in profit and 17% sales in 9mo. while personally addressing customer service concerns.

Developed SMART Goals based on insight gained while studying market trends, noting a broad transition away from past focus on maintenance and service management revenue and towards larger automation and innovation focused consulting projects, resulting in a 25% increase in contract value in 4 months, achieving all goals     

Operated as Project Manager for facilities up to 1.2 mil. sq. ft. while keeping a full workload as required of a Customer Success/Account Manager, made possible due to exceptional organizational skills 

Implemented sales process building by applying analytical skills to each account as a separate entity delivering immediate impact by winning back lost accounts at a rate of 24% & $2.8 million, ending #1 in sales

Business Growth Consultant                

TAB Consulting                                                                                  

12/2015 - 09/2017

Indianapolis, IN 46240

Generated $1.3 million through leveraging relationships with executive team contacts in the technology industry, and using a customer success mindset to approach to drive growth in the hardware and networking industries

Led Gap Data Analyses on activity metrics, account and pipeline growth noting inconsistent results and activity levels within the Account Management and CSM teams, validating my advocacy for requiring technical product training and certification and minimum activity levels which directly led to 15% account growth in 30 days 

Successfully upskilled both teams on how to manage a book of business, and the basic principles of time management resulting in reducing the sales cycle 17%, and improving renewal rates 22% within 120 days

Consulted with Saas and hardware clients negotiating contracts, streamlining the on-boarding process, and ensuring premier service delivery, reducing delivery times by up to 15 days

Advertising Account Manager                                                                                       

Angie’s List                                                                                                                                               03/2013 -12/2015

Indianapolis, IN 46202

Attained Top 10 in renewal profit and revenue for 2013, 2014, 2015 from e-commerce and marketing contracts, exceeding goal by 25% while leading in referrals by prioritizing building trust and partnership building 

Served as Lead Account Manager, while leading upskilling efforts on how to leverage cadenced relationship based executive communication with active solution coordination calls into account growth revenue of $450,000

Appointed Project Lead for the development of a new business training program to encompass content creation, Salesforce (SFDC) CRM training, and DocuSign to increase productivity

Senior Account & Client Success Manager 

United Healthcare

 01/2007 – 03/2013

Indianapolis, IN 46278

First and only Asst. Advisor to be promoted to Sales Advisor in under 2yrs. accomplishing such in 4 months

Captured Top 4 ranking for '07 in sales& account growthin 9 mo., being namedProduct Advisor of the Year

Elected 1stSr. Product Advisor to lead a peer mentoring program enacted to reduce turnover and increase results in which all goals were exceeded growing sales by 25% and new hire churn from 19% to 6.5% in 60 days

Outperformed expectations becoming the #1 Sales Producer for ‘08 & ’09, and making Top 6 in ‘10,’11 & ‘12

#1 all-time averaging $2.5 mil. /yr. in revenue & #1 in profit margin while retaining focus on complete compliance

Purdue University

Bachelor’s in Business Administration & Management                                         08/1998 – 05/2003

• Sandler Sales TrainingCertification
• Lean Six Sigma Green Belt Course Completion - New Horizons