Austin Miller
Chicago,IL
Summary
Dynamic and results-oriented professional with a strong background in platform program management, revenue enablement, customer success, and business development within the technology industry. Proven track record of driving strategic initiatives, optimizing customer experiences, and achieving revenue growth targets. Skilled in collaborating with cross-functional teams, managing stakeholder relationships, and leveraging data-driven insights to enhance platform effectiveness and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Platform Program Manager
Juniper Networks
04.2022 - Current
- Collaborate with global enablement and field sales leadership to align the platform with strategic sales objectives.
- Designed and implemented pages, promotions, and changes while coordinating with stakeholders to ensure project goals were achieved.
- Consulted regularly with key stakeholders in cross-functional Go-To-Market (GTM) groups to drive platform effectiveness.
- Led the governance process for the entire CMS platform, ensuring compliance and operational efficiency.
- Engaged with vendor teams to optimize the platform and implement new programs.
- Utilized research skills to make data-driven recommendations on platform features and enhancements.
Customer Success Manager
Showpad
02.2021 - 04.2022
- Managed and nurtured $2 million portfolio of Mid-Market customers, emphasizing relationship-building and showcasing the value of Showpad with outstanding 120% net retention and 9% churn rate.
- Spearheaded platform adoption initiatives, setting clear goals and success metrics, and demonstrating ROI to customers.
- Presented and highlighted powerful features of Showpad to customers, enhancing their understanding and utilization.
- Advocated for customers, ensuring their feedback influenced product development decisions and improvements.
- Provided comprehensive training to Showpad users, analyzed usage data, and hosted regular business progress meetings to drive adoption.
Customer Success Program Manager
Showpad
04.2020 - 02.2021
- Served as a trusted advisor to a $1.5 million portfolio of Showpad's SMB customers, supporting them in achieving their business goals and maximizing product value.
- Managed end-to-end customer journey from onboarding through renewal, ensuring seamless experiences and high satisfaction levels.
- Leveraged customer engagement metrics to implement effective product adoption strategies and mitigate churn risks.
- Implemented best practices to drive user engagement through scalable techniques including newsletters, playbooks, webinars, and help center resources.
- Identified and pursued upsell and cross-sell opportunities in collaboration with account executives to drive revenue growth.
Customer Success Specialist
Showpad
11.2019 - 04.2020
- Maintained and organized customer data within Customer Success tools, optimizing workflows and ensuring accurate information for efficient customer management.
- Identified inefficiencies and improvement opportunities for Enterprise customers by leveraging data analytics, leading to enhanced customer experiences and satisfaction.
- Prepared for major product releases by developing 'impact on customer X' reports, facilitating smooth transitions and minimizing disruptions for clients.
- Designed and executed adoption implementation plans targeting each stage of Showpad customer lifecycle (Crawl, Walk, Run), driving customer success and platform adoption.
Education
Bachelor of Arts - Liberal Arts And General Studies
University of Missouri - Columbia
Columbia, MO05.2020
Skills
- Problem-Solving
- Project Management
- Detail Oriented
- Strategic Planning
- Data Collection & Research
Timeline
Platform Program Manager
Juniper Networks
04.2022 - Current
Customer Success Manager
Showpad
02.2021 - 04.2022
Customer Success Program Manager
Showpad
04.2020 - 02.2021
Customer Success Specialist
Showpad
11.2019 - 04.2020
Bachelor of Arts - Liberal Arts And General Studies
University of Missouri - Columbia