Hi, I'm Michael
Data-Driven Revenue Operations Leader
About Me
Hello! I am a Program Management Professional and Revenue Operations leader specializing in Generative and Applied AI solutions for scaling organizations. Based in the Greater Seattle Area, I focus on transforming operational efficiency through automation, strategic AI implementation, and Go-to-Market tool enablement. My expertise spans data analytics, automation frameworks, system integrations, advanced scripting, and enterprise-level strategy development.
I have successfully collaborated with all arms of technology organizations to bring transformative operational strategies to life. Through my work with scaling companies, I help assess AI readiness, implement revenue operations leadership practices, and deploy GTM enablement tools that drive measurable business acceleration. My approach combines deep technical proficiency in AI and automation technologies with strategic business acumen to help organizations achieve sustainable competitive advantages.
My Qualifications
8 years of Customer Success and Revenue Operations experience
Masters educated in Business/Entrepreneurship
Post-grad certifications in:
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Computer Science (Python, SQL), Product leadership and design, Agile and Scrum frameworks, Gainsight administration
Proficient in many prevailing CS software systems and technical tools:
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Tableau, Salesforce, Totango, Gainsight, HubSpot, MixPanel, Pendo, Wootric/InMoment, Monday.com/Asana, Zendesk, Zapier, Jira/Confluence, BigQuery, Amazon S3, ProductBoard, Outreach, Gong, Matik, AI Prompt Engineering, Marketo, ChatGPT, Gemini AI Studio, Google Firebase, Claude, Cursor, n8n, JavaScript, Python, SQL, HTML, RAG models
Scroll to read about my most impactful work.
Projects & Programs Delivered
AI Operational Readiness Framework
2025
Overview and Scope
Multi-departmental assessments for potential AI adoption signals, opportunity identification, and current process analysis.
Outcome
8 comprehensive assessments that establish current state metrics for an organization's operations. Assessment data is processed through multi-node workflow in n8n to parse and organize the data, and then fed into a trained LLM for that specific business area. Results in 15-20 page detailed analysis of an org's operational readiness to deploy AI infrastructure.
Personal Development Tracker
2025
Overview and Scope
Full end-to-end development of functional web-hosted, database supported WebApp for personal metric tracking.
Outcome
Working with Gemini 2.5 Advanced and GPT 4o, developed fully functional, multi-screen, mobile-friendly web app (~1800 lines of code) and built out Firestore Database and Firebase hosting infrastructure, creating a system that is accessible from all devices with an internet connection.
SaaS Customer Journey
2025
Overview and Scope
Program Lead for complete overhaul and build out of new SaaS customer journey in Gainsight.
Outcome
Produced automation, customer outreach templates, QBR workflows, reporting and dashboarding, and executive visibility for all major stages of the customer journey in Gainsight for F5's SaaS product offering.
Global SDIM Release Pipeline Representative
2024-2025
Overview and Scope
Customer Success Voting Party for Global SDIM (Strategic Decision Information Management) Release Pipeline.
Outcome
Actively represent the CS Operations team on weekly SDIM pipeline reviews. Communicating between teams to ensure proper release timings and enablement occurs for CSM team and customer satisfaction.
Operations Program Workflow Build-out
2024
Overview and Scope
Building new functional space for Customer Success (CS) Operations to take in requests, vet and scope, and ultimately take on work from contributors and stakeholders in the CS organization.
Outcome
Have developed new naming conventions for version control, better documentation best practices, and a new approach to how Ops takes and executes requests. Created a proper Program Management Office (PMO) using multiple disparate systems, like Confluence, Gainsight, SmartSheet, Monday.com, O365, etc.
Matik CSM PowerPoint Automation
2024
Overview and Scope
Automat the cloud CSM customer-facing decks with dynamic data that fills in slides. Liaison with Matik technical account management.
Outcome
Built multiple kickoff decks and QBR decks that pull in customer data dynamically from multiple sources. Data flows from Gainsight, Salesforce, Snowflake, etc. into Matik and then placed in specific locations within the slide decks. Saved each CSM ~45 mins per deck generated.
Product Release Notes Automation
2024
Overview and Scope
Automate the sending of new SaaS product release notes directly to impacted customers.
Outcome
Using Gainsight to send the email, correlated different data sets to curate the proper list of customers and send regular release notes provided by the product team.
AEC Segment Program
2024
Overview and Scope
Manage cross functional collaboration between CS teams and engineering + product to build out a holistic journey for Architecture, Engineering, and Construction customer vertical.
Outcome
Fully built out customer journey for the Architecture, Engineering, and Construction vertical, including: onboarding, adoption, engagement, renewal, and CSAT. Also created KPIs and success metrics reports for executive and leadership visibility.
Life Sciences Segment Program
2024
Overview and Scope
Manage cross functional collaboration between CS teams and engineering + product to build out a holistic journey for Life Scieces customer vertical.
Outcome
Fully built out customer journey for the Life Sciences vertical, including: onboarding, adoption, engagement, renewal, and CSAT. Also created KPIs and success metrics reports for executive and leadership visibility.
UserGems Data Integration
2024
Overview and Scope
Alert account representatives when key contacts change companies.
Outcome
New dataflow from UserGems -> Salesforce -> Totango CRM, which then notifies the account rep when a key contact changes companies. This identifies potential churn or new sale opportunities.
ZoomInfo Data Integration
2024
Overview and Scope
Connecting data from ZoomInfo to Salesforce and informing CS representatives when their accounts have experienced M&A activity.
Outcome
Created an automated flow of data from ZoomInfo into a contact report + dashboard in Salesforce which sends notifications to account reps when an account has merger / acquisition activity.
Confluence Revamp
2023-2024
Overview and Scope
Remodel the entire Customer Success Operations Confluence implementation to be more readable, searchable, and accessible by internal parties.
Outcome
Managed stakeholder meetings, team reviews, and work relabeling hundreds of pages.
Zapier + Webhook Automation Chain
2023
Overview and Scope
Assigned with the responsibility of triggering alerts and tasks for account management teams based on predetermined conditions in multiple software platforms that do not natively integrate with each other.
Outcome
Utilizing Zapier, along with built-in automation features within each individual platform and webhook connectors, a specialized feed of incoming Zendesk tickets was successfully established in Slack. This feed is tailored for customers who meet particular criteria defined in Totango.
Corporate Communications Automation
2023
Overview and Scope
Build an automated workflow for submitting, reporting on, and displaying corporate communications month over month.
Outcome
Using Zapier, Google Calendar, Google Forms, and Monday.com, I built an automated process tree that takes input from any internal party and creates entries in our project tracker for each communication. Zapier then takes that entry and creates a mirrored Google Calendar event automatically.
Project Management Software Implementation
2022-2023
Overview and Scope
Leading the implementation of Monday.com at Egnyte. Responsible for product selection, vendor negotiations, Q/A testing, workflow creation, and staff training.
Outcome
Migrated entire team's workflows from SmartSheet to Monday.com, leading to new and improved collaborative processes.
ProductBoard Inefficiency Analysis
2022
Overview and Scope
Identified gaps in workflow from internal Product team using ProductBoard. Proposed and implemented solutions that resulted in better workflow and reporting across the org.
Outcome
Dashboards and web access reports accessible by team members where manual requests used to take place.
NPS/CSAT Analysis Automation
2022
Overview and Scope
Took manual reporting to full automation, removing a week of busy work from the team's schedule every month.
Outcome
4-5 hours of time saved per month per colleague working on the analysis.
Project Management Software Implementation
2021
Overview and Scope
Led the implementation of Monday.com at Avanti. Responsible for product selection, vendor negotiations, Q/A testing, workflow creation, and staff training.
Outcome
~50% productivity boost for employees that were using Excel for project management.
Zendesk Macro Automation
2021
Overview and Scope
Identified lag points in support process and led implementation of macro automation to fix this.
Outcome
Compounding time savings for all support agents.
Logistics Workflow Revamp
2020
Overview and Scope
Established a new automated workflow for ordering and warranty processing.
Outcome
Reduced manual input hours by 65-70%. Streamlined previously disjointed processes.
Knowledge Management Platform Migration
2020
Overview and Scope
Transitioned Avanti’s knowledge platform from Knowledge Anywhere to ZenDesk, revitalizing our training content and developing new workflows for our Operators and Clients. Developed, filmed, edited, and published tutorial videos / how-to’s.
Outcome
Negotiated out of an expensive contract which reduced company spend on knowledge hosting by 90%.
NAP Systems Integration for Acquisition
2020
Overview and Scope
During acquisition of a business partner, led the integration project. Managed multiple departments of stakeholders, including Product, Operations, and Marketing. Ensured all assets were transitioned between platforms successfully and on-time.
Outcome
Free'd up product resources to focus on technical side of implementation efforts, ensuring a better-functioning product as a result.
Zendesk Customer Relationship Management Platform
2020
Overview and Scope
Developed multi-department workflows in new support management software Zendesk. Included managing multiple team leads and tracking project efficacy / results.
Outcome
Reduced post-install repairs by almost 50%.
Microsoft Office 365 & Teams Collaboration
2019
Overview and Scope
Spearheaded and managed the internal rollout of Microsoft SharePoint, Teams and Office 365 company-wide, enabling better communications and collaboration across all departments.
Outcome
Transitioned company to a cloud platform in under 6 months.
Smart N Go Launch
2019
Overview and Scope
Managed the rollout of a new product line, Smart N Go, to 30 markets within the first year (~$500,000 gross sales).
Outcome
Introduced 24/7 secure unattended, self-service retail markets, with fresh food vending for grab and go refreshments in public locations.
Trello
2019
Overview and Scope
Introduced collaboration and task management software to an environment that had no systems in place.
Outcome
30% efficiency gain for daily and weekly operational tasks.