Sara Miller
Atlanta
Summary
Dynamic and results-oriented professional with extensive experience in leading successful support and success teams within the SaaS industry. Seeking a position in management to drive revenue growth, optimize customer experience, and foster team development in a fully-remote environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Client Success
TalentCare
12.2022 - Current
- Spearhead strategic oversight of Account Management/Success and Customer Support teams within a dynamic marketing software company.
- Develop and implement customer experience strategies aligned with company objectives, resulting
in increased revenue and customer satisfaction. - Drive process improvements within the Client Success and Implementation team and collaborate with other departments to enhance overall product functionality and customer satisfaction.
- Track and support delivery of partner-facing support operations, report metrics, manage escalations and optimize client experiences.
- Direct development, evaluation and revision of policies and procedures.
Customer Success Manager
Drata
10.2021 - 06.2023
- Managed a portfolio of 75-85 key client accounts, serving as the primary point of contact and advocate
for customer needs, - Collaborated cross-functionally with sales, product and support teams to advocate for customer requirements and drive product enhancements.
- Developed and continuously improved upon the end-to-end implementation process for new customers, including creating project planning templates and resource allocation standards.
- Developed and delivered training programs for Customers to ensure successful adoption and utilization of the SaaS product.
Manager of Customer Success
Prokeep
06.2020 - 10.2021
- Managed successful customer success team of 6, ensuring accurate and effective customer resolutions within specified timelines.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Worked closely with the Product team to share areas of opportunity to further streamline the Customer onboarding process and experience.
- Implemented and maintained best practices and quality standards for implementation processes, ensuring a consistent and exceptional customer experience.
Customer Success & Support Specialist
Prokeep
04.2018 - 01.2020
- Manage a portfolio of 75-85 key client accounts, serving as the primary point of contact and advocate for customer needs.
- Collaborated with implementation teams to ensure seamless transitions from the sales process to post-sales support.
- Managed customer inquiries, issues, and escalations in a timely and efficient manner, striving for quick resolution and high levels of customer satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Manager of Accounts
ShowMojo
01.2016 - 04.2018
- Experienced in building and scaling a team from ground up and leading a team of customer success specialists, providing guidance, support, and mentorship to ensure they meet performance objectives and deliver high-quality services to Customers.
- Developed and delivered training programs for Customers to ensure successful adoption and utilization of the SaaS product.
- Created and updated comprehensive documentation to support the implementation process.
- Utilized data and analytics to track implementation progress, identify trends, and make data-driven decisions to enhance the overall implementation experience.
Education
Bachelor's degree in Liberal Arts & Sciences -
Clayton State University
Jonesboro, GA05.2015
Skills
- Customer Satisfaction
- Upselling strategies
- CRM Software
- Relationship Management
- Software Implementation
- Task Prioritization
Certification
Driver's License
Timeline
Director of Client Success
TalentCare
12.2022 - Current
Customer Success Manager
Drata
10.2021 - 06.2023
Manager of Customer Success
Prokeep
06.2020 - 10.2021
Customer Success & Support Specialist
Prokeep
04.2018 - 01.2020
Manager of Accounts
ShowMojo
01.2016 - 04.2018
Bachelor's degree in Liberal Arts & Sciences -
Clayton State University
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