Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Grace Miller

Indianapolis,IN

Summary

I am a results-driven leader with a proven record of driving customer satisfaction and revenue growth. With over 3 years of experience in the field, I have a deep understanding of what it takes to build and maintain successful customer relationships. I am passionate about helping customers achieve their goals and have a proven track record of delivering exceptional service and support. I am a strategic thinker and problem solver who is committed to continuous learning and development.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Director, Customer Success

Remodel Health
04.2023 - Current
  • Lead team of 14 CSR's, managing all day to day escalations and weekly 1:1 / team meetings.
  • Led team to 91% customer retention in 2023, and 94% retention in 2022
  • Serve as CSR for 5 Enterprise accounts- responsible for $1.4 million in ARR
  • Resolve escalations with high-profile customers to maintain relationships and increase retention rates, often leading to coaching opportunities for the team member
  • Meet with upper management to implement continuing education and provide feedback to reports
  • Handle all onboarding training for new team members, including organizational strategies, processes, and technology stack to reduce knowledge gaps

Assitant Director, Customer Success

Remodel Health
04.2022 - 03.2023
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Developed a high-performing team by providing mentorship, guidance, and opportunities for professional growth.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.

Customer Success Representative

Remodel Health
05.2021 - 03.2022
  • Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
  • Boosted customer retention through diligent follow-up and relationship-building efforts.
  • Developed comprehensive product and insurance knowledge, leading to expert advice to customers.

Life Skills Clinician

Community Health Network
05.2017 - 05.2021
  • Managed case load of 40+ clients with dual diagnoses to determine services required for effective treatment.
  • Improved patient outcomes by implementing evidence-based clinical practices and interventions.
  • Enhanced interdisciplinary collaboration for better patient care through effective communication and teamwork.
  • Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support.
  • Communicated effectively with students, parents, community-based organization personnel, and colleagues to promote and advance counseling programs
  • Helped parents regain access to their children through training, mentoring and ongoing skills training

Education

Bachelors Degree in Social Work -

Anderson University
Anderson, IN
05.2017

Skills

  • Account Management
  • Customer Retention Strategies
  • New Hire Onboarding
  • Client Advocacy
  • Process Improvement
  • Cross-functional Collaboration
  • Customer Journey Mapping
  • Team Leadership

Certification

Life & Health Indiana License

Timeline

Director, Customer Success

Remodel Health
04.2023 - Current

Assitant Director, Customer Success

Remodel Health
04.2022 - 03.2023

Customer Success Representative

Remodel Health
05.2021 - 03.2022

Life Skills Clinician

Community Health Network
05.2017 - 05.2021

Bachelors Degree in Social Work -

Anderson University

Similar Profiles

CREATE PROFILE
Grace Miller