Michelle Zlakowski

About

Fractional customer success leader with 20+ years’ experience in all aspects of client relationship management, including driving utilization, finding opportunities to increase engagement, upselling, and improving retention. Experience coaching and leading customer success teams as well as building customer success infrastructure and processes in fractional and full-time roles. BA from Duke University and MBA from University of Michigan. Strengths include: • Customer Engagement • Client Onboarding • Project Management and Implementation • Cross-Functional Team Leadership • Coaching and Mentoring Teams • Sales Support and Proposal Writing • Renewals and Contract Negotiations • Executive Presentations After a successful career in customer success, I started my own freelance writing business. I help clients turn complex concepts into clear, concise, and compelling content. Whether it's a pitch deck, strategic content plan, website copy, LinkedIn posts, or internal emails, I develop professional communications that speak to your audience. With the ability to bridge strategic and tactical, I can help any company tell its story, but I am particularly passionate about working with innovative healthcare companies. Healthcare experience includes providers, pharmaceuticals, payors, SaaS healthcare technology, patient engagement, and association events.

Experience

• FREELANCE COPYWRITER AND MARKETING CONSULTANT · michellezcopy.com03-01-2019

  Representative clients and projects include: • Continua Systems, medical device company: Created and executed LinkedIn engagement strategy. • Optimize Health, SaaS remote patient monitoring company: Managed and executed content calendar for SEO blogs, whitepapers, and resource guides. • IGC Pharma, cannabis-based pharma company: Distilled complex clinical trial results into compelling press releases and investor documents. • Excellence in ABA, behavioral health start-up: Developed and executed business plan including website content, sales decks, and marketing collateral. • Council for Insurance Agents and Brokers: Conducted research to understand external media presence of competitive and adjacent associations.

• DIRECTOR, CUSTOMER SUCCESS · Wolters Kluwer08-01-2009 – 07-01-2018

  Director, Client Services, Learners Digest (acquired by Wolters Kluwer in 2016), • Served as a member of the Learner's Digest Executive Team. • Managed $12 million in strategic partnerships with preeminent medical societies, including American College of Cardiology and American Psychiatric Association. • Developed and executed marketing and sales strategy for co-branded educational materials, including event marketing at large medical conferences. • Managed the execution of client marketing plans, including e-mail, direct mail, and Google retargeting with clients. • Oversaw product line growth from $2M to $10M.

Education

• Duke UniversityBA with distinction, cum laude, Economics, minor in Marketing
• University of Michigan - Stephen M. Ross School of BusinessMBA, Marketing and Corporate Strategy

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