DONNA M. MILLER
Mission,Kansas
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Innovative and goal-oriented Management professional committed to client rentention. Dedicated team player skilled at mediation and conflict resolution. Drives company growth throughout sales pipeline.
Overview
17
17
years of professional experience
Work History
Customer Success Team Manager (Implementation PMO Lead)
Epublishing, Inc
09.2020 - Current
- Manage implementation and support of cloud-based SaaS subscription database platform that automates accounting/AR, audience/content management, marketing campaigns and promotions, circulation audits, fulfillment, CRM, inventory, and event registration with "big data" analytics and reporting
- Lead team of project managers with duties that include including business/data analysis, data modelling and conversion, implementation, reconciliation, onboarding, and training
- Liaise between different department stakeholders and executive leadership to best align projects with overall business objectives
- Liaise between client and software development for software bugs and enhancements, including scopes, quoting and communication
- Part of Scrum team for software development
- Accounting and reconciliations
- C-Suite reporting support; B2B and B2C
- Direct, white-glove service for company’s largest clients as well as management of clients in need of relationship repair.
Implementation Project Manager
iModules, Inc
09.2016 - 09.2017
- Organized, managed and assigned project-related tasks to ensure delivery of a fully-implemented website by an assigned deadline; partnered directly with client executive teams
- Created project objectives, work breakdown structures, estimates, scheduling, and contingency planning and trade-offs among scope, schedule and resources
- Managed, measured, reported status and progress of plans, tasks and deliverables utilizing NetSuite, OpenAir, Jira and Zendesk and utilized a formal change process when applicable.
Senior Support Analyst and Trainer
Datasystem Solutions, Inc
Overland Park, KS
09.2010 - 09.2018
- Support for proprietary enterprise resource planning software for audited B2B content providers
- Manage onboard process including data mapping, conversion, QA testing, software implementation/installation and training
- Analyze customer business processes through review of SOPs, documentation and workshops; liaison between external stakeholders at all levels of organization and internal IT developers
- Identify and reconcile errors in client data to ensure accurate reporting
- Identify opportunities for process improvement; design and implement business optimization projects
- Develop reporting tools for improved efficiency and operating procedures for automating outdated manual processes
- APIs support for numerous eCommerce platforms including salesforce.com and Woo Commerce shopping carts
- Ongoing data monitoring
- User acceptance testing for customization and enhancements.
Account Manager – Team Lead
Lifetouch Publishing Inc
01.2006 - 01.2010
- Coordinated large-scale hardbound print projects from initial contract through fulfillment and billing, on time and on budget
- Worked with third-party developers to design proprietary plug-ins for Adobe CS
- Assisted in design, development and testing of 1st gen Java and 2nd gen Flash proprietary desktop publishing software
- Liaison to sales staff, customers, production/prepress, manufacturing, fulfillment, and customer care
- Participated as team member in Six Sigma analysis and transition to lean manufacturing.
Education
B.S - Business Administration, Marketing, Public Relations
Skills
SaaS Implementations
Training
Promotional AnalysisMicrosoft Office SuiteJira, Zendesk, BasecampClient Onboarding and Retention
Pipeline development
Strategic communications
Brand enhancements
Business Development
Staff Mentoring and Leadership
Timeline
Customer Success Team Manager (Implementation PMO Lead) - Epublishing, Inc
09.2020 - Current
Implementation Project Manager - iModules, Inc
09.2016 - 09.2017
Senior Support Analyst and Trainer - Datasystem Solutions, Inc
09.2010 - 09.2018
Account Manager – Team Lead - Lifetouch Publishing Inc
01.2006 - 01.2010
University of Missouri - B.S, Business Administration, Marketing, Public Relations