Jeffrey R. Miller

Jeffrey R. Miller Email and Phone Number

SVP, Global Head of Customer Success and VOC @ Temenos
New York, NY, US
Jeffrey R. Miller's Location
New York City Metropolitan Area, United States, United States
Jeffrey R. Miller's Contact Details
About Jeffrey R. Miller

Jeffrey R. Miller is an intra-preneurial Digital Customer Experience executive: focused on employee engagement, and the customer journey and relationship across the corporation; applying it to innovation, product roadmaps, go-to-market, and customer operations; and collaborating across the C-suite to drive Customer Satisfaction and Revenue.Track record at growth businesses and turnarounds, both Public and Private Equity (PE): • Creating award-winning products• Repeatedly improving customer satisfaction 20-85%• Increasing revenue 25-80%• Including growth and acquisition of three companiesParticularly skilled at integrating corporate strategy with operations, translating customer experience across the whole corporation, and re-envisioning the product portfolio to drive customer acquisition, retention, and company growth.Experience at both enterprise brands and technology providers, focusing customer-centered skills on: Chief Customer Officer (CCO), VP Customer Experience (CX) / Customer Success (CS) Chief Operating Officer (COO), VP Operations Executive Product Management & Strategy PresidentAdditional Specialties and Skills - Market evangelist:• Speaker at events, e.g. Online Media, Marketing & Advertising• PR and Analyst sourceOmni-channel programs, products, and platforms:• Software as a Service (SaaS), subscription revenue• Customer Experience, Engagement, Personalization• Integrated & Digital Marketing technology• Mobile, Social, CRM• Business to Business to Consumer (B2B2C)Summary -Jeffrey R. Miller is a proven global president and general manager, including worldwide P&L and personnel. Cross-functional background spans international Product Management, Go-to-Market (GTM) Operations, and Customer Experience; Where I’ve created and delivered digital transformation / organizational change management, research, data-driven strategy, segmentation, requirements & specifications, product roadmaps & launches, customer journey, user experience (UX) design, sales enablement, customer success & lifecycle, and partnerships.

Jeffrey R. Miller's Current Company Details
Temenos

Temenos

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SVP, Global Head of Customer Success and VOC
New York, NY, US
Jeffrey R. Miller Work Experience Details
  • Temenos
    Svp, Global Head Of Customer Success And Voc
    Temenos
    New York, Ny, Us
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  • Zendesk
    Head Of Customer Success
    Zendesk Jul 2019 - Present
    San Francisco, California, Us
    • Started and growing a new segment. • Recruited/referred in by customers and colleagues. • Transformed from a product-led to a GTM & Customer-led company. • Hiring, coaching, growing personnel into a high-performing team. • Created OKRs & KPIs methodology, and Product adoption process. • Resulting in increased Gross & Net Revenue Retention (GRR, NRR) to best-in-class benchmarks. • Also delivering business outcomes for customers: improved CSat, retention/churn, ROI, • by applying Artificial Intelligence / AI, bots, GenAI. • President’s Club award winner. • Investment by Private Equity (PE): Permira and Hellman & Friedman.
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  • Conduent
    Vice President Customer Experience
    Conduent 2017 - 2019
    Florham Park, New Jersey, Us
    Fortune 500 SaaS and services firm, spinout and billion-dollar startup. VP Customer Experience (CX), Product Strategy, and Innovation. I report to the Chief Executive of the Customer & Employee Experience solutions business unit. Recruited to transform into a platform and GTM-led company, and responsible for: • Digital CX & EX product strategy and customer operations. • Created a Maturity Model and applied to change management & transformation 24-month plan. • Lead Innovation Portfolio Management and product business planning. • Resulting in company turnaround. Additionally designed and implemented: • Digital product lifecycle: applying Agile and Design Thinking, and technologies such as Artificial Intelligence / AI, bots, RPA, mobile, customer data management, and blockchain. • To Customer Experience and activation, growth, retention, plus agent integration, • HR Services employee engagement, health and wealth experiences. • Design, build, and operate B2B2C for industries including: • Technology/Media/Telecommunications, Travel/Hospitality, Health & Wealth and HR/HCM clients Partners include Google, Microsoft, Salesforce.com, ServiceNow, and Verint.
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  • Lithium Technologies
    Vice President Customer Experience
    Lithium Technologies 2013 - 2017
    Austin, Texas, Us
    VP CX: Customer Success & Services • Increased Customer Satisfaction 20% • Achieved 130% of Revenue goals • Successful acquisition of the company by Private Equity (PE): Vista. Rebranded as Khoros.Digital customer experience, engagement, and personalization SaaS platform and mobile products. Digital marketing, loyalty, workforce and customer care applications increase brands' share of wallet, NPS & CSat, while reducing customer service costs. I'm responsible for customer experience (CX) by leading process, budget, and personnel providing: experience strategy services, user experience (UX) design, CRM integration (MS Dynamics, Salesforce), custom product, and success services. By embedding best practices on applying “voice of the customer” to clients’ digital transformation, journey mapping, and lifecycle/product roadmaps; for enterprises in industries including Telecommunications, Media, Technology, HR/HCM, Financial Services, Health/Wellness/Beauty, Retail / Consumer Products and Non-Profits. Partner with Microsoft, Avanade, and EY.
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  • Lithium Technologies
    Director Customer Experience
    Lithium Technologies 2013 - 2016
    Austin, Texas, Us
    #1 ranked engagement platform by Forrester, IDC, and Gartner. Optimizing CRM & Customer Experience (CX, CEM) for marketing, media, and customer care: integrating the reach of social networks with brand's .com trusted content and owned data.Director, CX - Customer Success & Services: I lead customer experience through strategy, technology, and product design team; for customers including Verizon, Comcast, Sprint/Virgin, Barclays, USAA, AARP, SAS Institute, Greenhouse ATS/HR/HCM, Best Buy, Sephora, HSN, and more.• Increased Revenue 75% YoY 2015 • Promoted to VP "Customers praise Lithium for being a 'true partner'​ and give them high marks for its strategic, professional, and management services." Lithium Services scored 4.9 / 5 - the highest of all companies evaluated.-- Forrester 2014 & 2015Lithium is a business partner of Acceleration:
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  • Acceleration
    Executive Vice President & Managing Director
    Acceleration 2010 - 2012
    London, Gb
    ( a Lithium business partner, and a Wunderman/WPP company ) • Increased Revenue 80%• Increased customer satisfaction from 48% to 89% Net Promoter Score• Resulting in company acquisition by WPPLead the N. America business and growth of a global consultancy and integrator: design, build, and operate. Manage P&L, personnel, offering/product management, customer experience, business development/partnerships, operations and go-to-market:Deliver digital transformation strategy, service design, and marketing and CRM operations: design, integration, and technology optimization of software-as-a-service (SaaS) platform Partners including Adobe Omniture analytics, Google DoubleClick, ExactTarget (Salesforce.com), Lithium, and data management platforms (DMP) such as Krux and Demdex. Provide methodology best practices for customer experience and platforms across online/web, mobile, social, and off-line; for marketer and media/publisher clients such as Dow Jones, AT&T, NBC, Disney, ESPN, Time Warner Cable, Glaxo Smith Kline, Fidelity, Safeway, AARP, and more. Industry focus includes Telecom/Cable, Media/Entertainment, Financial, Retail, Pharmaceutical, and Travel/Hospitality. Completed responsibilities and closed on earn-out. Transitioned to business partner Lithium.
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  • Dow Jones
    Worldwide Vice President & Managing Director
    Dow Jones 2009 - 2010
    New York, Ny, Us
    General Manager of the enterprise products and solutions group of 50 people globally: Providing product management & marketing, strategy, design, software development, and go-to-market (GTM) operations; for digital/web content management, information architecture, and data taxonomy solutions; across social media, video, mobile, and intra/internet channels. • Led turnaround of worldwide P&L, strategy, organization, and business operations.• Increased the business unit's annual revenues 25%.By applying business intelligence to improve enterprises' PR, sales, CRM, and collaboration functions. Integrate platforms including Salesforce.com, Sharepoint, .Net, and CMS. (Corporate restructuring combined consumer and enterprise business units.)
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  • Rosetta
    Senior Vice President & Partner, Digital Media & Technology Practice
    Rosetta 2008 - 2009
    Hamilton, Nj, Us
    Rosetta/Sapient -- Forrester and AdAge top-10 digital consultancy: design, build, operate. Delivered measurable results for enterprise customers: • 200% increase in consumer acquisition• 50% increase in average revenue per user (ARPU)• 50% reduction in consumer churnSuccessful acquisition by Publicis. Delivered segmentation & personalization, strategy roadmaps, analytics, online marketing, Website customer experience and CRM technologies (partners: IBM WebSphere, Oracle, ATG, Microsoft Dynamics). Managed P&L and personnel, account management / customer success, mobile product management, and launched a new planning and operations system collaborating with Finance and Program Management.Clients represent Telco/Media/Tech industry, Retail, Healthcare and Financial Services applications; including AT&T, NBC, Sprint, Microsoft, Johnson & Johnson, Nationwide Insurance, and others.
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  • Telescope
    President
    Telescope 2005 - 2008
    Los Angeles, California, Us
    Interactive marketing start-up (and AT&T partner): providing products and services for multi-channel interactive solutions (including mobile, social, phone IVR, and Internet). Promoted from Vice President to President, responsible for revenue, personnel, account management / customer success, and product offering development: • Grew Telescope revenues 50% CAGRLeveraged billions of branded, integrated interactions to permission-based marketing and CRM, resulting in:• Consumer engagement rates up to 20% • Conversion rates up to 60%for enterprise customers and brands -- most notably American Idol, News Corp., Macy's, Honda, Sprite, Univision, and McDonald's which was an AdTech Award winner.
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  • At&T
    Director: Digital Content, Communications & E-Commerce
    At&T 1999 - 2005
    Dallas, Tx, Us
    • Grew a new group from inception to maturity • Exceeded financial goals for 5 consecutive years • Responsible for product, revenue, GTM/sales operations & enablement, and staff • Promoted from Manager to Director Developed product marketing and go-to-market offerings for Internet Retail, Financial, and Media/Telecommunications applications and industries. Created and grew Application Service Provider (SaaS precursor), delivering website content management and e-commerce products.
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Jeffrey R. Miller Skills

Digital Marketing Business Development Digital Media Product Management Product Marketing Mobile Devices Executive Management Web Analytics Strategy Integrated Marketing Saas Mobile Marketing Operations Management Mobile Salesforce.com Customer Experience Customer Relationship Management

Jeffrey R. Miller Education Details

  • The George Washington University
    The George Washington University
    Master Of Business Administration (Mba)
  • University Of Virginia
    University Of Virginia
    With Honors (Cum Laude)

Frequently Asked Questions about Jeffrey R. Miller

What company does Jeffrey R. Miller work for?

Jeffrey R. Miller works for Temenos

What is Jeffrey R. Miller's role at the current company?

Jeffrey R. Miller's current role is SVP, Global Head of Customer Success and VOC.

What is Jeffrey R. Miller's email address?

Jeffrey R. Miller's email address is jr****@****ail.com

What is Jeffrey R. Miller's direct phone number?

Jeffrey R. Miller's direct phone number is +121236*****

What schools did Jeffrey R. Miller attend?

Jeffrey R. Miller attended The George Washington University, University Of Virginia.

What are some of Jeffrey R. Miller's interests?

Jeffrey R. Miller has interest in Analysts Source Kpmg, Frost And Sullivan, Snl Kagan, Kpmg, Analysts Source, Idc.

What skills is Jeffrey R. Miller known for?

Jeffrey R. Miller has skills like Digital Marketing, Business Development, Digital Media, Product Management, Product Marketing, Mobile Devices, Executive Management, Web Analytics, Strategy, Integrated Marketing, Saas, Mobile Marketing.

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