SaaS Implementation and Account Management Excellence

Driving SaaS Implementations, Project Management, and Secure Solutions for Enterprise Clients

Technical Account Manager | Yardi Systems Inc.
As a Technical Account Manager, Michelle managed multiple high-profile client accounts, ensuring the seamless implementation and functionality of Yardi’s SaaS-based solutions, including RentCafe, Voyager, and CRM products. Acting as the Subject Matter Expert (SME) on Yardi’s suite of property management and leasing platforms, she specialized in property configurations, lease document automation, and technical troubleshooting.

RentCafe Site Manager Implementation

Configured company and property setups for seamless operations, enabling efficient workflows for 300+ properties
Oversaw user management by assigning roles and permissions based on least-privilege access principles and integrating SSO solutions to enhance security and user experience
Designed and executed email campaigns using audience segmentation and autoresponders, increasing client engagement
Created comprehensive project plans, detailing timelines, milestones, and stakeholder responsibilities, reducing implementation time by 70%

Voyager Property & Accounting Management

Configured service provider lists, unit types, and leasing specials, enhancing property management efficiency
Streamlined lease administration processes, including move-in/move-out charges and compliance with NY DHCR regulations

Online Leasing & Customization

Customized online leasing application forms and lease documents tailored to meet unique business requirements, ensuring seamless client operations
Tailored property settings and created custom tables for unique client needs, enabling smoother integrations
Automated lease document generation using FillDocs, RCLD, and Blue Moon, improving document accuracy and reducing processing time

Resident Portal & CRM IQ

Implemented Resident Portals for tenant self-service, including payments, maintenance requests, and lease renewals, boosting tenant satisfaction
Configured CRM IQ to optimize lead tracking, call routing, follow-ups, and appointment scheduling, significantly enhancing client marketing efficiency and workflow automation
Managed SMS and email templates, autoresponders, and lead workflows to streamline communication and improve response rates

Leases & Document Management

Automated electronic signatures for leasing documents using FillDocs, expediting approval processes by 50%
Performed SQL queries for actionable insights, improving data-driven decision-making
Created secure Webshares for sharing sensitive leasing data, ensuring data integrity and client trust

Advanced Software Support

Supported cloud-hosted SaaS environments (SaaS and SaaS Select Private Cloud) to deliver scalable, secure solutions for diverse client portfolios
Managed permissions and access configurations in Yardi Elevate, ensuring compliance with best practices for SaaS security
Developed and maintained Confluence pages to serve as a knowledge repository for team members, improving internal training and client support

Project Management & Troubleshooting

Led project management efforts, including end-to-end implementations and ongoing client support, meeting 100% of project deadlines
Collaborated with stakeholders to identify and resolve system bugs, resulting in a 40% reduction in downtime

Sandbox Environments

Built and maintained sandbox environments for rigorous testing of new features, preventing disruptions in live databases.
Managed live and test databases, ensuring smooth feature rollouts and seamless client onboarding.

Sales & Technical Expertise for Exceptional Customer Support

Delivering Exceptional Customer Experiences Through Sales Excellence and Technical Expertise

Product Specialist | Apple Inc.
Leveraged product knowledge and customer insights to exceed sales targets, enhance customer satisfaction, and provide seamless onboarding experiences for new Apple devices.

Key Achievements:

Exceeded sales targets by 20%, achieving a high conversion rate for AppleCare and iCloud services through personalized recommendations, directly increasing revenue and customer retention
Attained a 95% customer satisfaction rate by identifying customer needs, tailoring solutions, and delivering exceptional service
Increased accessory sales by 30% through cross-selling strategies, showcasing compatibility and benefits during the purchasing process

Responsibilities:

Product Expertise: Developed in-depth knowledge of Apple’s product lineup, enabling tailored recommendations for individual and business needs
Customer Engagement: Conducted personalized consultations to identify customer needs, demonstrating features and benefits of Apple products
Service Promotion: Educated customers on the advantages of AppleCare and iCloud services, enhancing device security and usability
Device Setup: Facilitated seamless device setup, including account creation, iCloud integration, and software installation, ensuring customers could fully utilize their new devices
Holistic Support: Provided ongoing support during and after purchases to ensure customer satisfaction and long-term loyalty

Technical Specialist | Apple Inc.
Diagnosed and resolved complex technical issues for Apple devices, delivering high-quality support and ensuring customer satisfaction while adhering to Apple’s security and privacy standards.