Megan Miller
Dayton,OH
Summary
Dynamic professional with a proven track record at excelling in customer success and relationship management. Leveraged Salesforce and Tableau to enhance operational efficiency and client engagement, achieving a 99% gross retention rate. Skilled in cross-functional collaboration and data-driven decision-making, with a flair for fostering long-term client relationships and exceeding performance metrics.
Overview
15
15
years of professional experience
Work History
Manager, Customer Success
Clinisys AI
Nashville, TN
03.2024 - 12.2024
- Supervised a team of four customer support representatives in effectively addressing customer problems with accuracy and punctuality, providing resolution within 24 hours.
- Sustained a customer portfolio exceeding $5 million in yearly ARR.
- Developed and executed client-focused on-boarding strategies, resulting in a successful 60-day implementation.
- Designed customer success workflows enhancing operational efficiency.
- Collaborated across departments to meet customer needs and implement improvements.
Customer Success Manager
Luma Health
Nashville, TN
09.2021 - 03.2024
- Provided top-tier support to specialty healthcare organizations nationwide, increasing patient engagement by approximately 15%.
- Delivered comprehensive quarterly business updates to executive leaders and key stakeholders, leading to an average increase of two up-sells per quarter.
- Secured year-over-year gross retention rate of 99% with net retention surpassing 120%.
- Secured a 2-year renewal from an initially disengaged client, earning 'Best Churn Save' award.
- Partnered with sales team to boost up-sell rates by 20%.
Senior Customer Success Manager
Medalogix
Nashville, TN
06.2019 - 08.2021
- Liaised with top-level executives in major Home Health & Hospice entities, maintaining a 97 NPS rating.
- Oversaw, maintained, and grew a portfolio of over 30 critical customer accounts.
- Acted as product expert, enhancing user base adoption by 15%.
- Designed and implemented Tableau reports on a monthly basis, reducing customer manual reporting time by 2 hours weekly.
Client Experience Specialist
Xsolis
Nashville, TN
07.2018 - 06.2019
- Directed and managed the execution of plans to expedite implementation by 20%.
- Worked alongside internal clinical team to enhance workflow suitability for customers, driving up user adoption by 10%.
- Increased customer satisfaction by 50% through in-person, hands-on training.
- Oversaw and maintained an annual book of business exceeding $3 million across 20-plus hospital systems.
Account Manager
InQuicker
Nashville, TN
03.2015 - 07.2018
- Developed long-term relationships with key clients and executives to foster loyalty and repeat business, contributing to a 100% renewal rate.
- Engaged with clients to establish key performance indicators, enhancing customer satisfaction by 30%.
- Partnered cross-functionally to improve product function and capabilities, allowing for weekly product releases that provided meaningful value to customers.
Customer Service Representative
McKesson
Nashville, , TN
09.2014 - 03.2015
- Oversaw daily management of multi-million dollar healthcare pharmacy accounts to ensure timely receipt of prescription orders.
- Provided support and training for new hires.
- Spearheaded team's involvement in high-priority projects delivered to customer care from senior leadership.
On-Boarding Specialist
ContextMedia Health
Chicago, IL
10.2012 - 05.2014
- Achieved a 14-day average from new member sign-up to full installation.
- Monitored daily installations in partnership with the network operations and technical teams.
- Managed and updated CRM database with new member details for precise information tracking.
- Enhanced sales support through participation in calls, detailing installation procedures.
- Oversaw effective shift from onboarding process to dedicated member support.
Regional Account Manager
Echo Global Logistics
Chicago, IL
02.2010 - 10.2012
- Initiated and closed sales for a top supplier of domestic freight solutions
- Consistently surpassed sales goals through persuasive presentations to potential customers.
- Identified top customer solutions by understanding and analyzing market trends.
- Cultivated and sustained robust relationships with customers and carriers.
Education
Bachelor of Science - Business Administration And Management
University of Dayton
Dayton, OH05-2009
Skills
- Customer Relationship Management Software: Salesforce, Hubspot, Gainsight, Catalyst
- Data Analysis Tools: Excel, Tableau, Looker, Google Analytics
- Project Management tools: Zendesk, Clickup, Trello, Quickbase
Timeline
Manager, Customer Success
Clinisys AI
03.2024 - 12.2024
Customer Success Manager
Luma Health
09.2021 - 03.2024
Senior Customer Success Manager
Medalogix
06.2019 - 08.2021
Client Experience Specialist
Xsolis
07.2018 - 06.2019
Account Manager
InQuicker
03.2015 - 07.2018
Customer Service Representative
McKesson
09.2014 - 03.2015
On-Boarding Specialist
ContextMedia Health
10.2012 - 05.2014
Regional Account Manager
Echo Global Logistics
02.2010 - 10.2012
Bachelor of Science - Business Administration And Management
University of Dayton
Similar Profiles
Kim Blanchard-HarrisKim Blanchard-Harris
Vice President, Client Experience Support at ClinisysVice President, Client Experience Support at Clinisys
Lakshmi KurthkotiLakshmi Kurthkoti
Senior QA Manager at Sunquest/Clinisys Information Systems (I) Pvt LtdSenior QA Manager at Sunquest/Clinisys Information Systems (I) Pvt Ltd
MOHAMED ABDULLE MOHAMEDMOHAMED ABDULLE MOHAMED
Product Specialist at ClinisysProduct Specialist at Clinisys
Aniruth GadeAniruth Gade
Project Manager at Infosys LimitedProject Manager at Infosys Limited
Abigail HardyAbigail Hardy
Director of Business Development at StrettoDirector of Business Development at Stretto