Heather Miller Email & Phone Number

Dallas, Texas

Manage a team of Client Success Managers responsible for retaining, advocating and growing an assigned portfolio of dealers across a district; Build, coach and lead dealer success team to achieve and exceed retention and growth targets; provide management coaching and strategic leadership by working directly with teams, visiting clients weekly and developing business relationships; foster relationships with other sales and operations leaders across the org. to drive collaboration and execution of company initiatives.• Drive NBA Growth – through combination of selling and maintaining; proactively monitoring and managing dealer account base • Drive Sales Goals – on Subscription model - Started Forecasting and creating a pipeline with my team. Changing the way they have conversations wit their clients• Drive Required knowledge across the team in order to identify strategic opportunities in multiple BU product groups -• Develop and Support Client Success Manager with constructing insights & quarterly business review materials to develop and maintain a robust pipeline• Develop Client Success Managers through providing effective and consistent feedback; identification of training and development needs•Cultivate relationships across Cox Auto to promote and monitor the growth of dealer account base; Drive execution of CA Consumer Solutions Sales Strategy; Expand relationships with dealer partners to maximize revenue & minimize cancellationsFormulate Sales/Retention Forecasts and Remove barriers to revenue retention and growth objectives

Dallas, Texas

Lead a team of ten Performance Managers that support 800+ Dealerships with an MRR of $1.4 Million. Monitor and measure team performance, driving continuous improvement with a focus on retaining existing clients and expanding solutions to meet business needs. This is a highly collaborative role – working with clients and other cross-functional teams to identify and understand primary business objectives and challenges. ● Effective team member development to drive $150,000 in Activations and Upgrades in 2023. ● Provided guidance, leadership, and feedback to deliver strategic value to clients, resulting in 87% monthly client engagement and increased referral submissions by 28% Year over Year. ● Responsible for strategically placing accounts with Performance Managers to mitigate risk across portfolios while maintaining equitable workload across the team. ● Provided mentoring for Career development which led to 2 Direct Report promotions in 2021-2022. ● Executed implementation of Clifton Strengths Program for Performance Managers. ● Enhanced Training Program to onboard New Performance Managers.

Dallas/Fort Worth Area

Managed 70-90 clients with combined Website and Advertising MRR of $170,000. Collaborated with senior leadership and inter-department management to improve processes & implement initiatives as outlined, serving as the liaison, and then reporting back with quarterly updates to senior leadership on changes, allowing for 'quick-pivots' as necessary to maintain our retention goals and increase subscription MRR. Conducted internal training for digital strategists on tools, soft skills, and portfolio management. ● Spearheaded creation of innovative account management tool, enabling performance managers to efficiently oversee book of business from centralized platform saving around $800k in labor costs. ● Served as distinguished representative of Ford/Lincoln Team at prominent Dealer Conferences (Digital Dealer ),strengthening brand presence and cultivating strategic partnerships.

Dallas, Texas

Managed 80-90 Ford and Lincoln clients' digital marketing needs. Executed effective digital marketing strategies using a suite of products and services. Utilized quantitative data analysis to inform and optimize marketing and advertising strategies. Served as primary point of contact for internal and external business partners. ● Maintained 85% client engagement rate month over month.● Successfully managed book of business with 90 clients, driving customer satisfaction and revenue growth.

Dallas, Texas

Monitored calls and cases for Dealertrack CRM and F&I teams to establish quality standards. Assessed team members' skills in telephone etiquette, client interaction, problem-solving, and product knowledge. Provided feedback and coaching using scorecards, ensuring cohesion with CRM and F&I leadership. ● Generated weekly and monthly trending reports for Quality Assurance.● Streamlined and enhanced training programs for Quality Assurance, Dealer.com CRM, and AutoAccelerator CRM.● Contributed to Dealertrack's IVR by recording messages for multiple departments.● Provided excellent customer support and troubleshooting for Dealer.com CRM, maintaining high customer satisfaction ratings.

Dallas, Texas

Utilized problem-solving skills to efficiently address customer inquiries. Created and carried out email marketing campaigns and Resolved complex escalations from level 1 team. ● Set up and troubleshooted Inventory Feeds, third-party and OEM leads, driver's license scanners, and call tracking systems.● Applied technical skills to optimize dealership operations.● Generated customized reports and data feeds for efficient data management and analysis.

Dallas, Texas

Delivered exceptional technical support for CRM system through various channels, including email, phone, and chat. Thrived in team environment while also exhibiting autonomy and independent problem-solving abilities. Ensured high levels of customer satisfaction through the provision of outstanding customer service. ● Provided comprehensive assistance to clients in setting up new salespeople in the system, troubleshooting website issues, and designing email templates/email blasts.● Streamlined processes and improved efficiency by effectively addressing client needs and resolving inquiries.

Las Colinas

• Work independently with little or no direct supervision.• Receive and make phone calls to recruit respondents to place in focus groups, online studies, and in home studies.• Assist with clients through checking in respondents to focus groups, cleaning rooms after focus groups, and with other tasks clients may need.

• Filing and organization for any invoices or purchases, and create excel speadsheets for any donations• Put together brochures and displays for marketing events• Acompany marketing manager to events to help spread the word about Ripley's Believe It or Not.• Help manage lock-ins for girl scouts or birthday parties• Answer emails and incoming phone calls while working in the office• Cashier, wax hands creator, snack bar cook, and photo booth lead• Take photos of customers and by using Photoshop/Darkroom create a green screen type picture for them and their family• Take in any and all inventory for the photo booth, handle rules and regulations and keep track of any and all voids.• Assist with gift shop inventory and display creation

Arlington, Tx

• Recieve orders/payment from customers• Bus tables occasionally• Assisting with to go orders and catering events• Stock drinks before store opening, and after store closing

Integrative Studies With A Focus In Marketing

Education record

Activities and Societies: Alpha Zeta Chi, Sports for Kids, Breakaway