Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
The Remote Mom
Timeline
Work Availability
Affiliations
Websites
Britni Miltner

Britni Miltner

Professional Services & Client Success Leader | Remote Work Expert | Team & Community Building | Leadership Dev |
Marietta,GA
Being different makes a difference, so let's support and inspire each other.
~Britni Miltner, The Remote Mom

Summary

  • Results-driven leader with over 20 years of experience in customer success, remote work, and professional services management. Specializes in leading high-performing teams, driving operational excellence, and creating customer-focused strategies.
  • Harvard MetaLeadership Certified in leadership development.
  • Spearheaded initiatives that enhanced customer success, optimized processes, and scaled services in fast-paced environments. Proven track record of leading and scaling remote teams, driving productivity and employee satisfaction.
  • Developed and implemented customer success strategies that increased retention and reduced issue resolution times. Led community-building initiatives, including remote-focused organizations, fostering engagement and growth. Improved service delivery and enhanced client satisfaction as leader of professional services department at Realync.
  • Consistently delivers solutions through cross-functional collaboration that align with business objectives and meet customer needs. Passionate about transforming operations, building engaged communities, and empowering teams to exceed expectations.
  • Remote since 2007.
  • "The Remote Mom" - host of The Remote Mom Collective Podcast

Overview

24
24
years of professional experience
4
4
years of post-secondary education
8
8
Certificates

Work History

Professional Services Manager

Realync
Remote
11.2023 - Current
  • Lead the Professional Services department, overseeing strategy, implementation, and client relationships
  • Serve as a strategic partner to clients, ensuring satisfaction across all services provided, while leading a team of 25+ in delivering high-quality customer experiences.
  • Drive project effectiveness by delegating tasks appropriately, providing hands-on support to the team, and implementing best practices for project management.
  • Lead routine client reviews and strategic discussions, presenting portfolios that align with client objectives and drive both strategic and tactical organic growth.
  • Oversee financial and account budgets, implementing strategies that resulted in a 148.6% revenue increase and maintaining a 27% profit margin.
  • Established strong relationships with key clients, fostering loyalty and long-term engagement.
  • Optimized internal processes by identifying bottlenecks and developing corrective action plans with measurable results.
  • Aligned service offerings with evolving market demands, ensuring continued relevance of the company''s value proposition.
  • Increased revenue with targeted business development initiatives and strategic partnerships.

Client Success Manager

Realync
Remote
06.2022 - 11.2023
  • Developed and executed customer success strategies that increased client retention.
  • Drove growth on both new and previously established accounts, achieving a 20% increase in client retention through proactive engagement and tailored service delivery.
  • Oversaw the development and mentoring of junior staff and direct reports, fostering a collaborative environment that encouraged professional growth and team cohesion.
  • Coordinated cross-functional teams to ensure timely and efficient execution of client projects, consistently meeting deadlines in a fast-paced environment.
  • Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
  • Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.

National Account Strategist

Realync
Remote
09.2020 - 06.2022
  • Managed over 25 enterprise accounts, consistently meeting or exceeding performance targets and expectations.
  • Increased revenue for clients by identifying and capitalizing on growth opportunities within their industries.
  • Led regular client meetings to review progress, address concerns, and strategize future campaigns for continued growth.
  • Proactively identified potential risks within accounts and developed mitigation strategies to minimize impact on deliverables.
  • Analyzed data trends to identify areas for improvement and implement targeted initiatives that drove positive outcomes.
  • Collaborated with cross-functional teams to ensure seamless delivery of services, resulting in improved client retention rates.
  • Stayed abreast of industry trends and emerging technologies to maintain a competitive edge and provide cutting-edge strategies for clients.
  • Evaluated campaign performance and provided actionable insights for optimization, driving higher return on investment for clients.

Senior Client Services Manager

Gables Residential
06.2018 - 09.2020
  • Rebuilt customer service department from the ground up resulting in the Best-in-class Remote Customer Support team.
  • Introduced process improvements that resulted in a more streamlined workflow within the Client Services department.
  • Increased customer satisfaction scores by implementing targeted training programs for the client services team.
  • Developed and implemented strategies for improving client retention and satisfaction rates.
  • Strengthened client relationships by providing exceptional service and addressing their needs promptly.
  • Mentored junior team members in effective communication techniques and best practices in managing client relationships.
  • Launched new initiatives aimed at proactively identifying potential customer concerns before they escalated into major issues.
  • Managed a team of client service professionals, ensuring high-quality performance and efficient operations.

Marketing Specialist

Gables Residential
09.2016 - 06.2018
  • Maximized advertising efforts by developing content for media relations, corporate communications and social media posts.
  • Analyzed market trends and consumer behavior to inform data-driven marketing decisions.
  • Conducted competitor analysis for better positioning in the market and identifying growth opportunities.
  • Increased brand awareness by developing and implementing targeted marketing campaigns.

Client Services Manager

Gables Residential
06.2010 - 08.2016
  • Connected with clients through consultative sales strategies to understand and address requirements.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.

Account Representative

Gables Corporate Accommodations
01.2006 - 06.2010
  • Proposed available products and solutions to meet diverse requirements.
  • Consistently exceeded quota expectations leading the way among fellow representatives.
  • Supported customer satisfaction through regular follow-up and communication.
  • Collaborated with other departments to address customer needs and service requests.
  • Kept detailed records of customer interactions for optimal traceability.
  • Implemented customized account plans to meet individual client needs.

Associate Community Director

The Worthing Companies
1 2005 - 12.2005
  • Managed operations and leasing of community of nearly 300 apartment homes.
  • Oversaw maintenance projects, ensuring quality workmanship while adhering to budgetary constraints.
  • Enhanced resident retention rates through targeted programming and personalized outreach efforts.

Leasing Consultant

The Worthing Companies
06.2000 - 12.2004
  • Assisted in various leasing offices during college breaks
  • Floated from different properties to help where needed
  • Admin, leasing, resident events.
  • Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
  • Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.

Education

BBA - Business Administration, Management & Operations

Auburn University, Auburn, AL
08.2000 - 12.2004

Skills

Strategic Planning

Certification

SaaS Sales Foundations Certification

Accomplishments

  • Mar 2023 Received The President's Service Volunteer Bronze Award for serving 100+ hours in one year toward community-based organizations, including serving on The Officer Spouses Club of Whidbey Island Executive Board
  • May 2019 Military Spouse of the Year NSA MidSouth Base Level Recipient
  • Jan 2018 Military Spouse of the Year Nominee Military Spouse of the Year
  • Feb 2016 Gables Residential Corporate Office Associate of the Year
  • Apr 2014: 90 Hours of Volunteer Service in 90 Days Issued by Junior League of Jacksonville, FL ·

The Remote Mom

As the founder of The Remote Mom, I established a supportive community for remote-working mothers, driven by my experience as a military spouse since 2007. During my husband’s Navy career, which required us to relocate every 2.5 years, working remotely became a necessity. This journey ignited my passion for empowering other moms to navigate the unique challenges of remote work while managing family life.

The Remote Mom Collective Podcast serves as a central platform, featuring inspiring discussions with guests who share insights on career development, community-building, and work-life balance. Through engaging storytelling and practical advice, the podcast motivates listeners to embrace their journeys, connect with one another, and cultivate fulfilling remote careers.

In addition to the podcast, I created an in-person remote networking group for moms in my area, which has grown to over 200 members since its inception in January 2024. This initiative fosters connections, collaboration, and mentorship, enabling moms to support one another in navigating the remote work landscape.

I am committed to helping women enhance their resumes, find community, and gain the confidence to apply for jobs that align with their skills and passions. Through mentorship and guidance, I encourage women to overcome barriers and seize opportunities in the remote workforce, ensuring they thrive in their careers while balancing family responsibilities.

Timeline

Mental Health Ally Certificate
07-2024
Certificate from the National Preparedness Leadership Initiative at Harvard University: MetaLeadership, Conflict Resolution, and Leadership Communication
07-2024

Google Project Management

06-2024
Professional Services Manager - Realync
11.2023 - Current

CCSM 1-5 Certified

06-2023

Certified Protoge Sales Leader Certification

10-2022
SaaS Sales Foundations Certification
08-2022

Customer Success Foundations Certification

08-2022
Client Success Manager - Realync
06.2022 - 11.2023
National Account Strategist - Realync
09.2020 - 06.2022

Gables Leadership Institute Graduate

11-2019
Senior Client Services Manager - Gables Residential
06.2018 - 09.2020
Marketing Specialist - Gables Residential
09.2016 - 06.2018
Client Services Manager - Gables Residential
06.2010 - 08.2016
Account Representative - Gables Corporate Accommodations
01.2006 - 06.2010
Auburn University - BBA, Business Administration, Management & Operations
08.2000 - 12.2004
Leasing Consultant - The Worthing Companies
06.2000 - 12.2004
Associate Community Director - The Worthing Companies
1 2005 - 12.2005

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Affiliations

  • The Society of Working Moms
  • Atlanta Customer Success
  • Military Spouse Leadership Development Program Alumni Network
  • Remote East Cobb Moms

Websites

Similar Profiles

CREATE PROFILE
Britni MiltnerProfessional Services & Client Success Leader | Remote Work Expert | Team & Community Building | Leadership Dev |