Michael Gibson

About

Experienced Customer Success Manager and enterprise IT/process improvement leader with a background spanning SAP/ERP transformation, enterprise asset and quality management, and customer success for industrial intelligence and SaaS analytics. Proven track record managing multi-million-dollar TCV/ACV accounts with high retention and CSAT, leading adoption, renewals, renew-to-value roadmaps, and delivering value through data-driven operational performance improvements. Has held leadership roles across consulting practice development, staffing/performance reviews, and project/program delivery across large, regulated, and Fortune 500 environments.

Experience

• Customer Success Manager III - Industrial Intelligence · AVEVA (OSIsoft acquired)01-01-2022 – 05-01-2025

  ▪ Managed $30M TCV, $8M ACV with a 97% retention rate and a 4.8 CSAT score on a 5.0 scale. Contributed $3M+ upsell / cross selling opportunities to the overall customer success management group performance. ▪ Partnered with the account management team in overall sales management processes. Consistently recognized as a top contributor.

• Customer Success Partner - Weather Analytics · Planalytics05-21-2021 – 08-01-2021

  ▪ Responsible for retailer and manufacturer enterprise account solution adoption and services within finance, supply chain and marketing business processes. Led account review planning discussions with respect to account health, opportunities and next steps. Assessed customer success processes against leading practices.

• Customer Success Manager - Customer Engagement Analytics · NICE10-01-2019 – 01-01-2021

  ▪ Maintained ACV renewal rates for existing IVRA, business analytics and predictive behavioral routing SaaS accounts. Responsible for a TCV of $2.9M, managing solution adoption and services. Led discussions to support specific customer account initiatives. Facilitated development of a solutions roadmap in line with customers objectives. Delivered insights from analysis of customer experience agent performance and operational strategy, validating ROI and opportunities for improvement.

• Senior Delivery Consultant / Global Education Lead – Enterprise Quality Management · Sparta Systems09-01-2015 – 07-01-2019

  ▪ Held P&L responsibility for a $2M business offering achieving a 20+% fiscal year profit margin in QMS software training sales and delivery. Assessed business operations for process improvement in revenue growth and data quality management. ▪ Enterprise quality management system analysis, design and implementations within FDA regulated industries. Assisting large and mid-market customers transform their quality management business applications from an on-premise to a cloud based IT platform (Salesforce.com / Amazon).

• Principal Consultant – Enterprise Asset Management · Vesta Partners LLC10-01-2013 – 07-01-2015

  ▪ Led development of an EAM maturity assessment and SAP maintenance planning data optimization model in support of the client’s Reliability Based Maintenance program. ▪ Led development of a global business blueprint using Vesta’s EAM Express Solution. Led development of all project phase deliverables (2 manufacturing facility pilots) to support client’s rapid system deployment. ▪ Led project management and high level process design activities during the project preparation phase of a SAP Compatible Unit solution to support the client’s capital estimation process area within the Electric and Gas Distribution line of businesses. Led the development of deliverables to support the planning and analyze phase consistent with the client’s IT methodologies and system development lifecycle implementation methods.

• Advisory Manager – Process Improvement Practice · Ernst & Young LLP06-01-2011 – 08-01-2013

  ▪ Led a functional area in the response to a proposal ($9MM pursuit) through down selection for an ERP transformation spanning 7 business units ($3.7B revenue) across North America. Identified leading business practices for value enablement within enterprise asset management. ▪ Led and supported the supply chain transformation (forecast to stock, procure to pay, plant maintenance) from project initiation through the test phase for the global deployment of a SAP pre-configured industry cloud solution. Managed 5 FTEs (EY, 2 contractors, 2 client support staff) and responsible for overall project staffing with respect to the supply chain implementation. ▪ Supported the deployment of HP service management, project roles and access compliance during project post go-live / business readiness phase for 17,000 end users (human resources, finance, procure to pay, operations) through a “big bang” ERP transformation across the US northeast corridor. ▪ Led the coordination of program / project management activities in support of 5 global functional design initiatives (revenue recognition, currency, studio, reporting, Hyperion load and interface). ▪ Supported a SAP general ledger migration (new vs. classic) project test strategy quality review. Led test strategy development, plan definition and cycle initiation. Defined project management tasks and deliverables to support a global SAP financial transformation blueprint. Led the engagement approach to supply chain integration impact assessments. Led 2 FTEs (EY, client support staff) in assessing the business impact to insourcing indirect spend.

• Managing Consultant – SAP Practice (PwC acquired) · IBM Global Business Services10-01-2002 – 06-01-2011

  ▪ Managed tasks and activities across 3 process teams (general ledger / asset management, procure to pay / accounts payable, in house cash / cash management) in the development of key deliverables to meet project milestones ($16MM project budget). Facilitated communication with respect to the project schedule, financials and issues/risks. Assisted in managing core team, 13 FTE (5 IBM, 5 contractors and 3 client support staff) and coordinated efforts of 70+ FTEs within the Center of Excellence. ▪ Led multi-year program and project management activities for IBM GBS Distribution Sector’s D&I Leadership Initiative. ▪ Key contributor to a global SAP implementation RFP ($35MM project win). Responded and coordinated the firm’s SAP subject matter expertise in global delivery for a Fortune 500 Oil & Gas client. ▪ Facilitated the test strategy development in support of the clients’ business transformation. Responsible for developing the test execution plan. Supported 4 FTEs (client quality manager, quality analyst, 2 HPQC site administrators) in defining the testing strategy and plan initiation. ▪ Led the development of a gap / fit assessment of SAP ECC 6.0’s ability to meet the clients’ clinical trials on-demand delivery business process model. Based on the findings, assisted in the development of the project plan, cost estimate and production support model to sustain the enterprise wide system solution ($2.5MM project est). ▪ Supported the development of a business intelligence solution that supported manufacturing operations. Led workshops to define functional requirements and derive analytical metrics (KPI's). Assisted with defining the project scope and gaps in support of the pilot development. Supervised 3 FTEs (technical architect, configuration contractor, data warehouse staff) in developing a baseline prototype. Based on ‘fact-finding' sessions responsible for outlining operational readiness for pilot go vs. no-go decision. ▪ Supervised the rapid deployment of the North American global design within the inventory management and warehouse management process areas across business sectors. Managed 10 FTE’s in the development of program deliverable standards. Managed the program coordination of the blueprint workshop schedule delivery. Assisted with the implementation of the client’s SAP ECC 6.0 and Solution Manager 4.0 within the inventory management and shop floor control process areas for 2 “pilot” plants.

• Principal Consultant – SAP Practice · PricewaterhouseCoopers07-01-1997 – 09-01-2002
• Consultant – SAP Practice · Andersen Consulting06-01-1994 – 07-01-1997
• Manufacturing Supervisor · The Coca Cola Bottling Company of NY07-01-1991 – 06-01-1992
• Customer Success Manager III - Industrial Intelligence · AVEVA01-01-2022 – 05-01-2025
• Customer Success Partner - Weather Analytics · Planalytics05-01-2021 – 08-01-2021
• Customer Success Manager - Customer Engagement Analytics · NICE, Ltd.10-01-2019 – 01-01-2021
• Senior Delivery Consultant / Global Education Lead – Enterprise Quality Management · Sparta Systems09-01-2015 – 07-01-2019
• Principal Consultant – Enterprise Asset Management · Vesta Partners LLC10-01-2013 – 07-01-2015
• Advisory Manager – Process Improvement Practice · Ernst & Young LLP06-01-2011 – 08-01-2013
• Managing Consultant – SAP Practice · IBM Global Business Services10-01-2002 – 06-01-2011
• Principal Consultant – SAP Practice · PricewaterhouseCoopers07-01-1997 – 09-01-2002
• Consultant – SAP Practice · Andersen Consulting06-01-1994 – 07-01-1997
• Manufacturing Supervisor · The Coca Cola Bottling Company of NY07-01-1991 – 06-01-1992

Education

• Drexel UniversityMBA, Management Information Systems
• Drexel UniversityBS, Commerce & Engineering, Operations Management

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