Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Cade Miller

Lakewood

Summary

Dedicated and results-driven Regional Vice President of Customer Success with experience in building and leading high-performing teams to drive customer satisfaction and retention. Proven track record of developing and implementing customer success strategies that have resulted in increased customer loyalty and revenue growth. Skilled in fostering strong relationships, analyzing data to drive actionable insights, and implementing scalable processes to ensure continued exceptional customer experiences. A strategic thinker with a passion for delivering value and exceeding customer expectations.

Overview

8
8
years of professional experience

Work History

Regional Vice President, Customer Success

Amplify Education
05.2024 - Current
  • Provide strategic oversight to ensure seamless collaboration among regional Customer Success Managers, delivering an exceptional customer experience across more than 500 high-profile accounts in the Midwest and Northeast Regions.
  • Develop and implement a robust account management and retention strategy, informed by an in-depth understanding of regional customer dynamics and requirements.
  • Engage strategically with Regional Sales and Professional Development leadership to create a unified approach that supports account success throughout the customer lifecycle.
  • Supervise and analyze performance metrics of Customer Success Managers, ensuring the delivery of outstanding customer experiences across a portfolio valued at nearly $264 million.
  • Establish, measure, and assess annual and quarterly goals, objectives, and outcomes for both teams and individuals, reinforcing accountability and driving high performance.
  • Mentor and elevate the leadership capabilities of team leaders, fostering their professional development and enhancing overall team effectiveness.

Director, Customer Success

Amplify Education
02.2022 - 05.2024
  • Managed and supported a team of 28 Customer Success Professionals, during the 2023 peak volume season, who maintained a CSAT Score of 73 and an 87% positive response percentage. This resulted in long term partnerships, account retention, and cross-sell/upsell opportunities.
  • Collaborated with Regional Sales Partners to effectively onboard and manage an account portfolio totaling over $185 million in 2023.
  • Coordinated with cross-functional teams to identify process gaps and develop solutions, resulting in a more streamlined onboarding process. These solutions have included or currently include: the Priority Material Account Process, Order Management Page, Technical Onboarding Workflow, and other contributions.
  • Navigated a high number of escalations, due to factors outside of our direct control, through personal 'Amplify' knowledge, existing relationships, and utilizing effective communication strategies.
  • Worked in cooperation with senior leadership to codify learnings, communicate regular updates, and identify potential risks or issues.
  • Conducted regional and national process and product trainings to educate and motivate Customer Success team members, including All-Team Calls, Process 101 Sessions, Leadership Trainings, and Product Workshops.

Lead Implementation Project Manager

Amplify Education
07.2019 - 02.2022
  • Throughout 2021, successfully implemented over 135 strategic accounts, totaling over $60 million.
  • Built and maintained strong relationships with school and district leaders to effectively implement Amplify Products and drive customer satisfaction.
  • Partnered with multiple Amplify Teams to create a materials process that would accommodate the demands of significant and high-valued customers, such as state or DOE adoptions.
  • Navigated high-stakes customer issues or escalations through streamlined communication, swift actioning, and strategic partnering.

Account Manager

NEMO
09.2018 - 07.2019
  • Cultivated and maintained strong relationships with key accounts, resulting in a 23% increase in territory revenue.
  • Exceeded quarterly goals by providing an unparalleled level of customer service and dedication.
  • Collaborated cross-functionally with internal mechanical and quality teams to address customer needs and ensure the delivery of high-quality products.

Management Analyst

Toyota Motor Sales
07.2017 - 07.2018
  • Integrated previous sales dashboards into a single multi-facitated report which displayed different data depending on the end-users' needs.
  • Cultivated an understanding of continuous improvement and lean six-sigma strategies in the effort of promoting greater efficiency throughout the dealership network.
  • Prepared comprehensive reports and presentations for senior management to support decision-making.

Education

Operations Management in Business Administration -

Gonzaga University
Spokane, WA
06.2017

Skills

  • Strategic Vision and Leadership
  • Customer Insights and Analytics
  • Communication
  • Change Management
  • Account Retention
  • Budget Management
  • Digital and Technological Proficiency
  • Regional Forecasting
  • Problem-Solving and Critical Thinking
  • Emotional Intelligence

References

Janise Lane: Vice President, Customer Transformation at Amplify Education - jlane@amplify.com


Rhett Suicu: Vice President, Operations at Nicklas Medical Staffing - rhett@nicklasstaffing.com

Timeline

Regional Vice President, Customer Success

Amplify Education
05.2024 - Current

Director, Customer Success

Amplify Education
02.2022 - 05.2024

Lead Implementation Project Manager

Amplify Education
07.2019 - 02.2022

Account Manager

NEMO
09.2018 - 07.2019

Management Analyst

Toyota Motor Sales
07.2017 - 07.2018

Operations Management in Business Administration -

Gonzaga University

Similar Profiles

CREATE PROFILE