Open to opportunities

Michael LaMark

@michaellamark

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Senior leader with expertise in customer success and cloud technologies.

United States

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What I'm looking for

I am looking for a role that emphasizes customer success, innovation, and team leadership.

I am a seasoned professional with over 15 years of experience in leading customer experience initiatives within the cloud computing and SaaS sectors. My career has been defined by a commitment to enhancing customer satisfaction and driving success through innovative strategies and proactive communication. At Logiwa, I spearheaded the Customer Success and Experience teams, achieving a remarkable 12% increase in retention rates and over 110% in upsell and net dollar retention. My leadership has consistently resulted in exceeding customer satisfaction goals and fostering strong partnerships at the executive level.

Throughout my tenure at Verint and Oracle, I have developed and implemented high-impact customer support strategies that not only improved operational efficiency but also significantly enhanced customer engagement. I successfully transitioned support models to focus on customer success, leading to a 95% customer satisfaction rate at Oracle. My ability to analyze data and implement predictive modeling has been instrumental in driving organizational success and ensuring that customer needs are met effectively.

I am passionate about building high-performing teams and creating a culture of excellence. My experience in managing global teams and executing strategic initiatives has equipped me with the skills necessary to thrive in dynamic environments. I am eager to leverage my expertise to contribute to an organization that values customer success and innovation.

Experience

Work history, roles, and key accomplishments

Vice President of Customer Success and Experience

Logiwa

Feb 2022 - Mar 2023 (1 year 1 month)

Led the Customer Success, Professional Services, and Customer Support teams, improving retention rates by 12% and upsell rates to over 110%. Designed a new churn data capturing system and implemented a scalable communication process, significantly increasing positive customer reviews.

Customer Success Team Leadership Customer Retention Data Analysis Project Management Customer Experience Stakeholder Engagement

Vice President of Customer Success and Experience

Logiwa

Feb 2022 - Mar 2023 (1 year 1 month)

Led and developed Customer Success, Professional Services, and Customer Support teams, improving retention rates and upsell opportunities. Designed new systems for customer health data and implemented scalable communication processes. Organized customer advisory boards and participated in funding rounds.

Customer Success Team Leadership Customer Retention Data Analysis Project Management Customer Advisory Boards Upselling SaaS

Director, Service Operations (Customer Success and Support)

Verint

Jan 2021 - Feb 2022 (1 year 1 month)

Recruited to evaluate enterprise readiness and transition to VP of Customer Success. Developed high-touch support teams, managed customer projects, and initiated ticket reduction initiatives, significantly lowering operational costs.

Customer Support Team Management Project Planning Ticketing Systems Automation Stakeholder Management Process Improvement

Director, Service Operations (Customer Success and Support)

Verint

Jan 2021 - Feb 2022 (1 year 1 month)

Recruited to evaluate enterprise readiness and transition to VP of Customer Success. Developed a high-touch support team, organized operations success initiatives, and led the revamp of cloud procedures, significantly lowering support workload and improving customer satisfaction.

Customer Support Team Management Project Planning Cloud Services Ticketing Systems Automation Process Improvement Stakeholder Management Data Analysis

Senior Director, Global Customer Support

Oracle Corporation/BigMachines

Jul 2019 - Nov 2020 (1 year 4 months)

Maintained the highest customer satisfaction for Oracle Cloud products. Transitioned support roles to focus on customer success, developed predictive modeling for efficiency, and established offshore support centers to enhance service coverage.

Customer Satisfaction Offshore Support Project Management Process Improvement Team Leadership Change Management Customer Success Budget Management

Senior Director, Global Customer Support

Oracle Corporation/BigMachines

Jul 2019 - Nov 2020 (1 year 4 months)

Maintained the highest customer satisfaction numbers across Oracle Cloud products. Transitioned support roles to focus on customer success, developed predictive modeling for efficiency, and established offshore support centers to enhance service coverage and reduce costs.

Customer Satisfaction Offshore Support Project Management Process Improvement Team Leadership Customer Success Data Analysis Stakeholder Engagement

Education Program Manager

Embanet-Compass Knowledge Group

Sep 2010 - Jul 2012 (1 year 10 months)

Managed operations for multiple online programs, launched new programs for USC, and developed predictive models for registration tracking. Focused on student retention and exceptional customer service.

Program Management Online Education Customer Service Training Development Data Analysis Operations Management Communication

Education Program Manager

Embanet-Compass Knowledge Group

Sep 2010 - Jul 2012 (1 year 10 months)

Designed and managed operations for multiple online programs, launched new programs for USC, and developed predictive modeling systems to track registrations. Focused on exceeding student retention goals and enhancing customer service.

Program Management Online Education Customer Service Data Analysis Project Management Training Communication

Production Manager- Online Scheduling

DeVry University

Jan 2010 - Jun 2010 (5 months)

Managed online scheduling operations, ensuring efficient processes and effective communication within the team.

Online Scheduling Operations Management Team Coordination Communication Project Management Customer Service Data Management Training

Production Manager- Online Scheduling

DeVry University

Jan 2010 - Jun 2010 (5 months)

Managed online scheduling operations, ensuring efficient processes and high-quality service delivery.

Production Management Online Scheduling Process Optimization Customer Service Team Coordination Data Management Communication Project Management Training

Center Director

SCORE! Educational Centers

Aug 2007 - Jul 2009 (1 year 11 months)

Oversaw center operations, developed programs, and managed staff to improve student retention and educational outcomes.

Customer Service Team Leadership Program Development Communication Data Analysis Project Management

Center Director

SCORE! Educational Centers

Apr 2006 - Jul 2009 (3 years 3 months)

Oversaw center operations, focusing on student success and staff development. Implemented programs to enhance educational outcomes and customer satisfaction.