Hello! I am Michal. As a high-performing Senior Client Success Manager and Project Manager with a passion for problem-solving, I have 11 years of experience impacting positive organizational outcomes. With excellent communication, analytical, and leadership skills, I am customer-focused and a strategic thinker. I am confident in my ability to collaborate with cross-functional teams to solve complex, high-stakes problems, and committed to continuous improvement while contributing to team success.

Education

BACHELOR OF SCIENCE MAJOR IN PSYCHOLOGY, 2006-2023

Utah State University 2012 Magna Cum Laude

Minor: Family and Human Development

Study abroad program participant in Bodø, Norway (Adventure Knowledge/Experience Pedagogy)

Areas of Expertise

Growth Strategies

New Business Development

Planning & Implementation

Relationship Management

Sales & Marketing Campaigns

Public Relations & Brand Awareness

Content Creation

Technical Writing

Proofreading / Editing

Layout & Design

Team Building

Curricula Development

Online Training

Event Planning

Employee Onboarding

Tailored Communications

Customer Success

Customer Advocate

Solution & Consultative Selling

Trust-Based Relationships

Productive Meetings & Events

Impactful Presentations

C-Level Engagement

Technical Skills

Salesforce

Microsoft Office Suite

Teamwork

Airtable

ClickUp

Canva

Dolphin

Asana

Squarespace

Adobe Creative Suite

SCRIBE MEDIA

2020 – 2023

PRINCIPAL AUTHOR SUCCESS MANAGER

  • Expertly guide authors through their book creation and publishing process, keeping track of 80-90 complicated book and audiobook projects at a time, including overseeing project timelines and ensuring on-time deliverables. To date, I have launched 98 Amazon #1 Bestsellers and 8 WSJ #1 Bestsellers.

  • Coach and consult authors who are very successful C-suite executives or high-profile personalities, who have a lot of requests for their time, to create the best book possible. I have successfully handled every difficult conversation and situation with no escalations.

  • Facilitate all author-facing and cross-departmental communication for each project and curate an impeccable experience for each client.

  • Serve as the Direct Support for a team of twelve Author Success Managers, including conducting 30DCIs and Career 1:1s, coordinating coaching as needed, and managing the hiring and onboarding of new team members.

  • Drive the vision for the author experience department, ensuring that we are operating efficiently and effectively to consistently produce high quality deliverables. I’ve solved department-wide problems by identifying opportunities for new processes and refining existing processes in our CRM and PM software.

  • Read an author success story here!

PURE SMILES ORTHODONTICS

2019-2020

REPUBLIC PROMOS

2014-2019

PRACTICE MANAGER AND FINANCIAL COORDINATOR

• Managed all business operations, including budgeting, scheduling, staff management, and marketing.
• Increased revenue by 24% creating and implementing cohesive, integrated project and staff management strategies, including:

  • Clearly defined practice processes and protocols

  • Streamlined hiring and onboarding processes

  • Standardized data management to keep track of patient treatment readiness

• Reduced delinquent payments from 5% to less than 1%.

• Listened, understood, and analyzed patient needs to tailor treatment and services to deliver best in class customer experience.

• Converted 75% of consultations to start treatment journey.
• Wrote, proofread, and edited all important text communication, including all financial correspondence.
• Planned and executed a company-wide, team-building retreat to help define processes and protocols.
• Created marketing campaigns to bring in new patients, often meeting or exceeding monthly goals.

SENIOR ACCOUNT MANAGER AND LEAD GRAPHIC DESIGNER

• Collaborated with high-profile clients to design and produce innovative branded products that met their needs and exceeded their expectation.

• Managed a large portfolio of clients, doubling sales from 2016-2018 through proactive relationship management.

• Achieved significant revenue growth, accounting for 33% of the company’s annual revenue in 2018, up from 15% in 2015.

• Spearheaded the opening of a fulfillment center, resulting in a 30% increase in client orders.

• Developed and implemented training curriculum for new employees, ensuring successful onboarding and accelerated productivity.

• Worked closely with the CEO to adapt to rapid business growth, implementing strategies that maintained excellent customer service while meeting budget and project deadlines.

• Designed over 700 custom logos and designs for promotional materials for high-profile clients like Air Force Wounded Warrior

PLUM INSTALLATION

2012-2014

SKILLED-LABORER AND PRINCIPLE DESIGNER

• Provided high-end installation and consulting services for drapery, fine art, window treatments, etc.
• Built LLC into a successful, profitable business in less than 3 months, entirely from referrals.

• Managed all aspects of the business, including: sales, marketing, customer service, and financials.

• Developed and maintained relationships with over 100 clients, with a high rate of repeat business.

• Effectively communicated with clients to understand their needs and exceed their expectations.

• Collaborated with designers, architects, and contractors to deliver exceptional results.

EXPERIENCE

Wait, there is more!

Here are some things that make my heart sing:

  • Hearing a song that brings up a really old, happy memory. I was recently listening to Spotify, and a Carpenters song came on. I knew every single word- even though I am sure I haven’t heard it in over 20 years. It made me think of my mom and my early childhood, and happiness washed over me.

  • Dogs. I hope to one day own a ranch where I can have 100 dogs and help them to live their happiest lives.

  • Playing in nature. Specifically: Midnight skiing in Norway, beaching and hiking in Rio de Janeiro, and backpacking in the Wind River Mountains of Wyoming.

  • Consistent and fast internet.

  • Ice-cold Diet Coke.

  • Traveling for the sole reason of eating all of the food.

  • Building/remodeling. My dad is a General Contractor, and I worked on his crew every summer from the age of 12 through my last year of college. I know how to do just about everything construction-related, and I am immensely proud of this. I love making things more beautiful, functional, and better.

  • Creating music. I am a singer/songwriter since my youth, and this has been the most wonderful creative outlet for me.