Michael Deats is a customer-focused executive with over 15 years of leadership experience in customer success, operational strategy, and service transformation. Renowned for his ability to foster a culture of innovation, Michael consistently delivers best-in-class service solutions that enhance customer experiences, streamline operations, and drive revenue growth. His expertise spans industries such as SaaS and financial services, making him a dynamic leader in customer experience (CX) and operational excellence.
Having recently retired as the Senior Vice President of Service Experience and Operational Strategy at PrimePay, Michael’s strategic vision and leadership were pivotal in enhancing service delivery models and customer engagement strategies. Previously, as Vice President of Strategic Programs at PrimePay, Michael oversaw cross-functional initiatives that aligned executive decision-making with long-term organizational goals. He developed data-driven frameworks to improve planning and prioritization, ensuring that the company remained agile and customer-centric in a competitive market.
Michael’s tenure at Paychex, Inc. showcases his ability to drive transformation at scale. As Director of Centers of Excellence, he centralized multiple COEs into a unified operation, achieving a 20-25% efficiency gain. He established a new Customer Experience COE, created an offshore analytics team, and introduced a digital service strategy that reduced customer effort, improved insights, and generated cost savings.
One of his standout achievements at Paychex was leading the Flex Forward Service Division. Michael successfully migrated 40,000 clients from legacy systems to Paychex Flex, an award-winning HR solution, achieving an impressive 96.9% customer retention rate. His strategic leadership resulted in a Net Promoter Score (NPS) increase of over 107 points in four years, showcasing his commitment to customer satisfaction and loyalty.
Michael’s leadership in payment operations further demonstrates his ability to innovate in complex environments. As Director of Payment Services, he managed $530B+ in annual transactions, negotiating partnerships and pioneering same-day ACH payments. He built a processing model that ensured accuracy and continuity for over 600,000 clients, further solidifying his reputation as a problem solver and strategic thinker.
Beyond his professional accomplishments, Michael is a dedicated mentor and team builder. As a Strategic Foresight Coach for the Paychex Leadership Experience Program, he mentored future leaders, fostering a culture of continuous learning and growth. His ability to inspire and develop high-performing teams is a hallmark of his leadership style. He continues to mentor both graduate and executive students at Rochester Institute of Technology.
Michael holds an Executive MBA from Rochester Institute of Technology and a Bachelor’s in Business Administration from Roberts Wesleyan University. He is a Certified Customer Experience Professional (CCXP) and an active member of the Customer Experience Professional Association (CXPA). His academic and professional credentials underpin his expertise in strategic planning, process improvement, and operational excellence.
Outside of work, Michael is actively involved in his church and serves on both his church board and a condo association board. His personal interests include mentoring, managing rental properties, and contributing to his community. He brings the same passion and dedication to his personal endeavors as he does to his professional pursuits.
Character:
Michael is a compassionate and collaborative leader, dedicated to fostering positive relationships and creating inclusive environments where teams thrive. His integrity and dedication to excellence are evident in his unwavering commitment to customer satisfaction and team success.
Knowledge:
With expertise spanning customer success, operational strategy, and process improvement, Michael brings a depth of knowledge that transforms organizational challenges into opportunities for growth and innovation.
Strategic:
Michael excels in aligning business objectives with actionable strategies that deliver measurable results. His ability to foresee industry trends and adapt to market demands ensures sustained success for the organizations he serves.
Communication:
A skilled communicator, Michael effectively bridges the gap between cross-functional teams and executive leadership. His ability to articulate complex concepts clearly and inspire collaboration is key to his success.
