Michelle C. Ochoa

Manager, Mid-Market Customer Success at Showpad
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Contact Information
us****@****om
(386) 825-5501
Location
San Francisco, US
Languages
  • American Sign Language -
  • Tagalog (Filipino) -
Skills

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Credentials

  • Open Honest & Direct Certified Leader (Level 1)
    Raise the Bar Consulting, LLC
    May, 2021
    - Nov, 2024
  • Effective Negotiating
    KARRASS® Negotiating
    Jan, 2017
    - Nov, 2024

Experience

  • Showpad
    • Belgium
    • Software Development
    • 300 - 400 Employee
    • Manager, Mid-Market Customer Success
      • Feb 2021 - Present

      • Responsible for leading the US Mid-Market Customer Success team comprised of 8 team members managing a total of over $16M ARR across 200 customers • Ensure we attain or surpass our retention and growth goals every quarter • Drove $2.4M in upsells and cross sells in FY22, $2M in upsells and cross sells in FY21 • Coached team on running discovery calls to unlock expansion opportunities • Building the team and processes to ensure Showpad can effectively scale while delivering an… Show more • Responsible for leading the US Mid-Market Customer Success team comprised of 8 team members managing a total of over $16M ARR across 200 customers • Ensure we attain or surpass our retention and growth goals every quarter • Drove $2.4M in upsells and cross sells in FY22, $2M in upsells and cross sells in FY21 • Coached team on running discovery calls to unlock expansion opportunities • Building the team and processes to ensure Showpad can effectively scale while delivering an exceptional customer experience • Provide coaching, mentoring, and escalation support to CS team members • Conducted interviews to assist in growing the CS team • Onboarding new Customer Success Managers • Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their Showpad solution to be realized • Establish and oversee the customer’s adoption, training and development of best practices to continually drive incremental value and return on the customer’s investment • Develop and implement success plans to ensure each account renews. • Identify and grow opportunities and collaborate with sales teams to ensure growth attainment • Understand customer requirements, level of adoption of the service and corporate structure as it applies to Showpad roll out and adoption

    • Sr. Customer Success Manager
      • Aug 2015 - Feb 2021

      • Developed a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer’s business case and strategy, allowing the full potential of their Showpad solution to be realized • Established and oversaw my customer portfolio’s adoption, training and development of best practices to continually drive value and return on the customer’s investment • Developed and implemented success plans to ensure each account… Show more • Developed a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer’s business case and strategy, allowing the full potential of their Showpad solution to be realized • Established and oversaw my customer portfolio’s adoption, training and development of best practices to continually drive value and return on the customer’s investment • Developed and implemented success plans to ensure each account renewed • Selected by CS executive leadership to mentor new team members and provide guidance around best practices • Closed multi-year renewal/discount re-capture strategy to increase revenue and retention • Strategic efforts resulted in increase in customer portfolio gross retention from 89% to 98% over 12-month period while more than doubling ARR under management from $2.5m to $3.1m

  • Zendesk
    • Software Development
    • 700 & Above Employee
    • Senior Account Manager
      • Dec 2014 - Jul 2015

      • 102% of growth quota attained • Understand customer requirements, level of adoption • Identify “at risk” behaviour and develop appropriate re-engagement protocol • Identify up sell or cross sell opportunities within existing accounts • Pro-active outreach to discuss expansion • Answer customer's questions and successfully negotiate issues related to expansion & renewals • Manage customer renewals and retention within your list of accounts • Manage top accounts within… Show more • 102% of growth quota attained • Understand customer requirements, level of adoption • Identify “at risk” behaviour and develop appropriate re-engagement protocol • Identify up sell or cross sell opportunities within existing accounts • Pro-active outreach to discuss expansion • Answer customer's questions and successfully negotiate issues related to expansion & renewals • Manage customer renewals and retention within your list of accounts • Manage top accounts within territory: product requests, general check-ins • Reward continued purchasing and drive increased lifetime value • Follow up on lost accounts to provide churn analysis Show less • 102% of growth quota attained • Understand customer requirements, level of adoption • Identify “at risk” behaviour and develop appropriate re-engagement protocol • Identify up sell or cross sell opportunities within existing accounts • Pro-active outreach to discuss expansion • Answer customer's questions and successfully negotiate issues related to expansion & renewals • Manage customer renewals and retention within your list of accounts • Manage top accounts within… Show more • 102% of growth quota attained • Understand customer requirements, level of adoption • Identify “at risk” behaviour and develop appropriate re-engagement protocol • Identify up sell or cross sell opportunities within existing accounts • Pro-active outreach to discuss expansion • Answer customer's questions and successfully negotiate issues related to expansion & renewals • Manage customer renewals and retention within your list of accounts • Manage top accounts within territory: product requests, general check-ins • Reward continued purchasing and drive increased lifetime value • Follow up on lost accounts to provide churn analysis Show less

  • Xero
    • New Zealand
    • Software Development
    • 700 & Above Employee
    • Senior Account Manager
      • Nov 2013 - Nov 2014

      • Responsible for growing, developing and managing Xero’s relationships with accountants • Signing more of Xero accounting partners clients onto Xero • Helping partners develop their online strategy and delivering events within dedicated regions to recruit, educate and grow the Xero Partner channel • Loads of initiative and ability to work autonomously • Outstanding communication and presentation skills and an enthusiasm for building strong relationships • Ability to create a… Show more • Responsible for growing, developing and managing Xero’s relationships with accountants • Signing more of Xero accounting partners clients onto Xero • Helping partners develop their online strategy and delivering events within dedicated regions to recruit, educate and grow the Xero Partner channel • Loads of initiative and ability to work autonomously • Outstanding communication and presentation skills and an enthusiasm for building strong relationships • Ability to create a quick and strong rapport with accountants • Attention to detail and follow-up • Process driven and takes ownership • Passion and desire to make a difference • Knowledge of the workings of an accounting practice and systems Show less • Responsible for growing, developing and managing Xero’s relationships with accountants • Signing more of Xero accounting partners clients onto Xero • Helping partners develop their online strategy and delivering events within dedicated regions to recruit, educate and grow the Xero Partner channel • Loads of initiative and ability to work autonomously • Outstanding communication and presentation skills and an enthusiasm for building strong relationships • Ability to create a… Show more • Responsible for growing, developing and managing Xero’s relationships with accountants • Signing more of Xero accounting partners clients onto Xero • Helping partners develop their online strategy and delivering events within dedicated regions to recruit, educate and grow the Xero Partner channel • Loads of initiative and ability to work autonomously • Outstanding communication and presentation skills and an enthusiasm for building strong relationships • Ability to create a quick and strong rapport with accountants • Attention to detail and follow-up • Process driven and takes ownership • Passion and desire to make a difference • Knowledge of the workings of an accounting practice and systems Show less

  • ClearSlide
    • United States
    • Technology, Information and Internet
    • 1 - 100 Employee
    • Enterprise Account Executive
      • Jun 2012 - Oct 2013

      • Act as a primary point of contact in the field for prospective Enterprise clients • Communicate the value of ClearSlide to Fortune 500 decision makers • 20 in person meetings per month • Constantly initiate new contacts through networking opportunities in order to increase client base • Meet revenue targets and achieve monthly quotas • Provide account leadership and direction in the pre- and post-sales process • Work with a team of sales specialists to drive high levels… Show more • Act as a primary point of contact in the field for prospective Enterprise clients • Communicate the value of ClearSlide to Fortune 500 decision makers • 20 in person meetings per month • Constantly initiate new contacts through networking opportunities in order to increase client base • Meet revenue targets and achieve monthly quotas • Provide account leadership and direction in the pre- and post-sales process • Work with a team of sales specialists to drive high levels of adoption within trials and customer accounts Show less • Act as a primary point of contact in the field for prospective Enterprise clients • Communicate the value of ClearSlide to Fortune 500 decision makers • 20 in person meetings per month • Constantly initiate new contacts through networking opportunities in order to increase client base • Meet revenue targets and achieve monthly quotas • Provide account leadership and direction in the pre- and post-sales process • Work with a team of sales specialists to drive high levels… Show more • Act as a primary point of contact in the field for prospective Enterprise clients • Communicate the value of ClearSlide to Fortune 500 decision makers • 20 in person meetings per month • Constantly initiate new contacts through networking opportunities in order to increase client base • Meet revenue targets and achieve monthly quotas • Provide account leadership and direction in the pre- and post-sales process • Work with a team of sales specialists to drive high levels of adoption within trials and customer accounts Show less

  • Salesforce
    • United States
    • Software Development
    • 700 & Above Employee
    • ISV & Channel Sales Account Executive
      • Nov 2010 - May 2012

      • Achieve quarterly and annual revenue targets of $1.2 million • 106% of quota for FY12 • Generate new revenue in existing ISVs and in new ISV markets • Play a key role in driving strategic enterprise-wide OEM transactions • Lead qualification for all leads and sales opportunities • Up-sell and leverage business from new and established partner relationships • Work with senior ISV AE to manage territory and grow business • Pipeline generation and management • Manage… Show more • Achieve quarterly and annual revenue targets of $1.2 million • 106% of quota for FY12 • Generate new revenue in existing ISVs and in new ISV markets • Play a key role in driving strategic enterprise-wide OEM transactions • Lead qualification for all leads and sales opportunities • Up-sell and leverage business from new and established partner relationships • Work with senior ISV AE to manage territory and grow business • Pipeline generation and management • Manage deal from lead qualification through to closure • Recruited 40 new ISVs to join salesforce ecosystem • Work with over 40 partners to ensure their success and build business Show less • Achieve quarterly and annual revenue targets of $1.2 million • 106% of quota for FY12 • Generate new revenue in existing ISVs and in new ISV markets • Play a key role in driving strategic enterprise-wide OEM transactions • Lead qualification for all leads and sales opportunities • Up-sell and leverage business from new and established partner relationships • Work with senior ISV AE to manage territory and grow business • Pipeline generation and management • Manage… Show more • Achieve quarterly and annual revenue targets of $1.2 million • 106% of quota for FY12 • Generate new revenue in existing ISVs and in new ISV markets • Play a key role in driving strategic enterprise-wide OEM transactions • Lead qualification for all leads and sales opportunities • Up-sell and leverage business from new and established partner relationships • Work with senior ISV AE to manage territory and grow business • Pipeline generation and management • Manage deal from lead qualification through to closure • Recruited 40 new ISVs to join salesforce ecosystem • Work with over 40 partners to ensure their success and build business Show less

  • Stryker Sage
    • United States
    • Medical Equipment Manufacturing
    • 400 - 500 Employee
    • Sales Representative
      • Oct 2009 - Oct 2010

      • Maintained $2.9 million territory and growing business by 10% • Provided comprehensive training and education to all nursing staff • Hosted booths at various nursing conferences and generating leads • Presented clinical studies, professional guidelines, and case studies to clinics and doctors • Prepared analysis reports and charts on customer utilization • Maintained $2.9 million territory and growing business by 10% • Provided comprehensive training and education to all nursing staff • Hosted booths at various nursing conferences and generating leads • Presented clinical studies, professional guidelines, and case studies to clinics and doctors • Prepared analysis reports and charts on customer utilization

  • Ricoh USA, Inc.
    • United States
    • Information Technology & Services
    • 700 & Above Employee
    • Account Executive
      • Oct 2006 - Oct 2009

      • Accomplishments and Recognitions  155% of annual quota – FY 08  143% of annual quota – FY 07  Ranked #22 of 443 in the nation among Account Executives-FY08  Ranked #25 of 443 in the nation among Account Executives-FY07  Ranked #2 rep in the Bay Area district  Top 5% of sales reps  Winner of Chairman’s Platinum Trip – FY07, FY08  Member of Arrow Elite – 100% of year quota or higher  Quarterly Quota Buster consecutively from Q3-06 to Q4-07  Succession… Show more • Accomplishments and Recognitions  155% of annual quota – FY 08  143% of annual quota – FY 07  Ranked #22 of 443 in the nation among Account Executives-FY08  Ranked #25 of 443 in the nation among Account Executives-FY07  Ranked #2 rep in the Bay Area district  Top 5% of sales reps  Winner of Chairman’s Platinum Trip – FY07, FY08  Member of Arrow Elite – 100% of year quota or higher  Quarterly Quota Buster consecutively from Q3-06 to Q4-07  Succession Candidate for management: conducted interviews, mentor new hires and accompany new hires and potential candidates on field rides. • Territory-based prospecting, cold-calling and lead generation for business-to-business sales • Solution selling, through analysis of document work flow, customer environment, pain-points, needs and incumbent vendor status • Managed current customers; performed onsite visits, upgraded equipment, offered document management solutions • Developed and presented proposals to current customers and zero-based (new) accounts • Forecasted new revenue, managed opportunity pipeline, worked leads and managed sales-oriented account/contact data via Salesforce.com CRM system • Developed marketing campaigns utilizing internet (email) and print media (postcards, flyers, inserts) • Prospected, cold-calling and lead generation for business-to-business sales Show less • Accomplishments and Recognitions  155% of annual quota – FY 08  143% of annual quota – FY 07  Ranked #22 of 443 in the nation among Account Executives-FY08  Ranked #25 of 443 in the nation among Account Executives-FY07  Ranked #2 rep in the Bay Area district  Top 5% of sales reps  Winner of Chairman’s Platinum Trip – FY07, FY08  Member of Arrow Elite – 100% of year quota or higher  Quarterly Quota Buster consecutively from Q3-06 to Q4-07  Succession… Show more • Accomplishments and Recognitions  155% of annual quota – FY 08  143% of annual quota – FY 07  Ranked #22 of 443 in the nation among Account Executives-FY08  Ranked #25 of 443 in the nation among Account Executives-FY07  Ranked #2 rep in the Bay Area district  Top 5% of sales reps  Winner of Chairman’s Platinum Trip – FY07, FY08  Member of Arrow Elite – 100% of year quota or higher  Quarterly Quota Buster consecutively from Q3-06 to Q4-07  Succession Candidate for management: conducted interviews, mentor new hires and accompany new hires and potential candidates on field rides. • Territory-based prospecting, cold-calling and lead generation for business-to-business sales • Solution selling, through analysis of document work flow, customer environment, pain-points, needs and incumbent vendor status • Managed current customers; performed onsite visits, upgraded equipment, offered document management solutions • Developed and presented proposals to current customers and zero-based (new) accounts • Forecasted new revenue, managed opportunity pipeline, worked leads and managed sales-oriented account/contact data via Salesforce.com CRM system • Developed marketing campaigns utilizing internet (email) and print media (postcards, flyers, inserts) • Prospected, cold-calling and lead generation for business-to-business sales Show less

Education

  • University of San Francisco
    B.S., Marketing
    2002 - 2006
  • Washington High School

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