Elna Miller Email and Phone Number
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Customer Success + Advocacy | Community & Digital Experience BuilderI'm a technical customer advocate, with 20+ years in Information Technology, Customer Success and Product Education. I build and scale strategic customer centric digital programs from onboarding to adoption, advocacy and growth. As a program leader, I strive to develop integrated, multi-channel experiences that serve all types of customers to "meet them where they are." I achieve results by building strong relationships cross functionally and by developing talent with coaching and mentoring. Some of the highlights from my career in the Salesforce ecosystem:Built the online strategy for the Salesforce Trailblazer Community, a massively successful, 3 million+ member B2B customer community. Our 70 official product focused community groups attracted over 700,000 members and the majority of overall member engagement. Enabled, empowered and collaborated with hundreds of cross functional partners in marketing, product management, & engineering, support and customer success to develop impactful programs for new customer onboarding, feature adoption/new releases, and technology & infrastructure.Developed relationships with over 50 enterprise customers as a Technical Account Manager/Success Manager and collaborated with top customers and partners as an adoption and innovation evangelist.Served as a core member of the implementation team for a complex, multi-org Salesforce CRM environment.Skills: Cross-Functional Team Leadership and Collaboration ∙ Customer Advocacy ∙ Data Driven Strategy ∙ Product Education ∙ Center of Excellence for Webinar and Community Programs ∙ Team Building ∙ Team Management ∙ Global Strategy and Operations
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Customer Community And AdvocacyTebraCalifornia, United States -
Customer Community & AdvocacyTebra Sep 2024 - PresentCorona Del Mar, California, UsBuilding customer community and advocacy programs
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FounderPurple Wave Solutions Jul 2023 - PresentI am dedicated to helping organizations build, scale and optimize impactful customer programs and technology solutions. I provide a flexible range of advisory and consulting services in Salesforce Optimization, Customer Success Strategy, and Enablement. With over a dozen years of strategic leadership experience in Cloud Technology and Digital Customer Success, I use an adaptable, best practices driven approach to help you design programs that can reliably scale and adapt to changing needs.My guiding principles are based on Center of Excellence ideas, a customer centric focus, and data driven decision making.Salesforce Optimization:-Translating business needs into technology solutions. -Salesforce releases, modernization and technology changes-Implementation Health Analysis-Technical Debt Reduction -Salesforce Team Coaching/MentoringCustomer Success Strategy:-Digital Program Development-Multi-channel strategy-Virtual training programs & webinars-Customer CommunitiesEnablement:-Center of Excellence activation-Program & process training and documentation -
Community Manager (Contract)Auditboard Feb 2024 - Jun 2024Cerritos, California, UsB2B Community Experience, Strategy and OperationsWhile managing community strategy, operations, and platform optimization (Khoros), I drove the following results:-Increased community engagement by 62% YOY-Eliminated unanswered questions-Doubled number of monthly accepted solutions (highest in 3 years)-Increased community CSAT by 16%-Increased traffic to community blog by 155% via social promotion (LI) strategyAuditBoard has a private online customer community run by the Digital Success team. It includes ideation for product feedback, discussions/Q&A, and blogs. -
Community Experience DirectorSalesforce Dec 2020 - Mar 2023San Francisco, California, UsCreated, directed, and managed a Community Center of Excellence (CoE) that enabled and empowered employees across the company to reach, connect, and engage with customers in one of the largest B2B communities in the world.Key Accomplishments:-Launched, branded, promoted, and managed more than 70 official customer success sponsored online community groups, attracting over 700,000 members and hosting the majority of member engagement across the community.-Fully integrated and enhanced community across multiple digital customer experiences.-Drove the strategy for a community based self-service success program.-Developed and reported KPIs to measure community engagement, health and success. -Built requirements for advanced BI analytics to measure customer impact and value. -Played a key role on a cross-functional task force to improve community experience. -
Customer Success Adoption DirectorSalesforce Aug 2014 - Dec 2020San Francisco, California, UsBuilt and delivered large scale, global one to many customer education and enablement programs to drive success in all stages of the customer journey including onboarding, product adoption, and continuous innovation.Key Accomplishments:Trained, coached and mentored 9 global team members to deliver engaging customer onboarding and adoption webinars across multiple regions and languages, leading to consistently high CSAT scores.Ran a global innovation evangelism program, with 30k+ customer engagements per year, by leading a team of 20+ cross functional partners managing content, marketing, operations, localization and delivery.Received multiple awards and recognition for successfully educating customers on technology innovations.
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Senior Success Account ManagerSalesforce Jun 2011 - Jul 2014San Francisco, California, UsBuilt deep relationships with a portfolio of over 50 enterprise customers, providing personalized guidance, technical advice/support escalations, release overviews, and best practices aligned with unique needs, goals, and challenges. Key Accomplishments:-Created a monthly customer newsletter that was widely re-purposed by my peers-Developed best practices for sharing customized Release Readiness overviews with clients
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Business Analyst, Crm SystemsTime Inc. 2009 - 2010New York, Ny, UsServed on the implementation team of heavily customized Salesforce.com rollout to digital sales divisions at multiple magazines, involving integration with internal financial systems for the purposes of data integrity, workflow efficiency and to provide sales staff with access to the complete sales pipeline. -
Business Analyst/Qa, Magazine Applications DevelopmentTime Inc. 2006 - 2009New York, Ny, UsPerformed multiple roles (analysis, QA) as part of an in-house development team specializing in custom java and .NET applications covering a wide range of functions including vacation tracking, marketing workflow, photo acquisition workflow and cost tracking, and market share reporting.
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Senior Systems Administrator, People GroupTime Inc. 2001 - 2006New York, Ny, UsSystem Administration and 2nd level troubleshooting for a division of 800-900 users, including People Magazine, Teen People, People en Espanol, People.com and Real Simple.
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Technical Analyst, Time MagazineTime Inc. 1998 - 2000New York, Ny, UsSystem Administration and Desktop Support for 100-150 PC and Mac users at TIME Magazine Publishing Division.
Elna Miller Skills
Elna Miller Education Details
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Mount Holyoke CollegePsychology -
California State University-SacramentoPublic Policy & Administration
Frequently Asked Questions about Elna Miller
What company does Elna Miller work for?
Elna Miller works for Tebra
What is Elna Miller's role at the current company?
Elna Miller's current role is Customer Community and Advocacy.
What is Elna Miller's email address?
Elna Miller's email address is ny****@****hoo.com
What is Elna Miller's direct phone number?
Elna Miller's direct phone number is +191788*****
What schools did Elna Miller attend?
Elna Miller attended Mount Holyoke College, California State University-Sacramento.
What are some of Elna Miller's interests?
Elna Miller has interest in Children, Environment, Education, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Arts And Culture, Health.
What skills is Elna Miller known for?
Elna Miller has skills like Crm, Salesforce.com, Saas, Cloud Computing, Integration, Technical Support, System Administration, Analytics, Analysis, Enterprise Software, Business Analysis, Sales Process.
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