Michael Carlo

Skills

Customer Success Management, Customer Lifecycle Management, Customer Engagement, Customer Retention, Customer Loyalty, Customer Advocacy, Customer Onboarding, Post-Sales Support, Technical Training, Customer Feedback, Voice of the Customer, Cross-Functional Collaboration, Software as a Service (SaaS), Escalations Management, Microsoft Office, Google Workspace

About

Michael Carlo is a Customer Success & Enablement Specialist with over 3 years of SaaS experience, specifically with public safety agencies and educational institutions for school safety, and more than 7 years in customer-centric roles. He has a proven track record of leading onboarding, streamlining implementations, and delivering effective training to boost adoption and customer satisfaction. He is skilled at translating complex technical information into intuitive learning experiences and fostering scalable success.

In his role as a Customer Success Specialist/Trainer at Mutualink Inc., Michael steered end-to-end SaaS onboarding and enablement for public safety agencies and educational institutions, promoting early adoption and long-term success. He acted as a customer advocate, channeling feedback to Product and Engineering for enhancements and authoring two key reference guides. He designed and facilitated tailored training workshops for over 200 end-users, improving confidence and accelerating time-to-proficiency. Michael also spearheaded more than 15 implementation projects, ensuring on-time delivery and seamless client transitions. He strengthened account retention by analyzing usage data, identifying at-risk clients, and conducting targeted outreach. He also supported critical operations for Yale University, executing rapid tech integrations and delivering long-term value. Michael volunteered to configure over 1,000 user accounts during a state-wide platform migration, ensuring data accuracy and boosting customer trust and retention.

In previous roles, Michael has experience as an Oil Department Manager at Tracey Energy/Cents-able Oil, where he optimized deliveries and improved customer loyalty. As a Merchandise Operations Leader at Petco Inc., he led a team and enhanced customer experience through expert consultations and resolving escalations. As an Engineer II at Deployment Technologies Inc., he facilitated knowledge transfer by training customer employees and accomplished end-to-end implementation projects for major clients.

Michael holds an A.S. in Electrical Engineering Technology from Gateway Community College and has completed LinkedIn Learning courses in Customer Success Management Fundamentals, Engagement Preparation Best Practices, and Onboarding and Adoption Best Practices. He also volunteers as a Firefighter/EMT for the South Meriden Volunteer Fire Department, where he has honed skills in composure under pressure, strategic decision-making, and relationship-building.