Michael Nguyen

Founded an interdisciplinary team that drives holistic customer experiences that spans across multiple channels and touch points. The 3 pillars of our team are Customer Insights, Experimentation and Systems.

• Launched several user education experiments with observed A/B test wins in user adoption, retention and engagement.
• Created Asana's Voice of Customer program. The single source of truth for customer insights, market opportunities and business priorities as an input into the product roadmap.
• Developed Asana's team adoption framework to drive shared understanding of how teams adopt Asana to surface company wide opportunities to improve.

Our Customer Success team empowers customers from all over the world to find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about helping customers achieve their goals and adopt a more holistic approach to teamwork.

• Designed and led Customer Success re-org to serve all customers in the critical moments early in their journey at scale.
• Developed customer engagement growth strategy using contextual based triggers increasing customer engagement by 100%
• Developed and implemented Customer Success strategy to provide personalized experiences at scale for every customer

Created the Revel Foundry as an experiment to satisfy our craving to evolve the consulting experience to be more human-centered, collaborative and creative. the outcome was a rebrand of Revel Consulting

• Designed the concept, assembled the team and launched the Revel Foundry- A culture change movement to weave human centered design, collaboration and creativity into how consultants approach client challenges
• Redesigned end-to-end employee experience to empower associates to pursue a self-directed journey resulting in an increase in employee retention by 50%, referrals by 60% and candidate close rate of 100%

As a Solutions Delivery Manager in Revel Consulting’s High-Tech Practice, primary responsibilities include applying subject matter expertise and project leadership to deliver high-value transformative solutions to the client’s most pressing or complex problems. Notable engagements:

• Microsoft • Lead primary research team and developed innovative incentive compensation strategies that were implemented for 30,000+ professional service employees worldwide
• Microsoft • Onboarding and launching Azure and Office 365 on the Microsoft Online Service Platform (BIOS)
• PayPal • Designed, launched and lead a 6 person team to execute an outbound merchant engagement program resulting in an lift of $46M in total payment volume
• T-Mobile • Lead National Retail Sales Operations team that saved the client over $65M in real dollar savings through partner management, predictive payment accuracy diagnostics, audit support and system fixes
• Clearwire • Built and ran customer churn management program for 4G wireless internet provider which reduced customer churn 3% overall and delinquency by 40%

• Managed transition to PeopleSoft system to manage over $250M in research grants
• Conducted training and change management plan to transition scientific community to electronic grant submission for over $250M in research funding

• Designed billing systems and databases for research grant management
• Supported AIDs researchers submit and manage grant applications