Mark Miles Email & Phone Number

Dallas-Fort Worth Metroplex

I boosted client engagement by 15% by implementing structured sync meetings. I directed an enterprise- level portfolio of over 20 healthcare providers, spearheading strategy and client engagement to prevent churn, and conducted quarterly business reviews (QBRs) to deliver insights on key performance indicators. I executed solutions for call center technology partnerships with Twilio, Amazon Connect, Cisco, and NICE, achieving an 85% completion rate. By collaborating effectively with the internal support team, I decreased customer support tickets by 12% and enhanced client communication. I developed comprehensive internal CSM documentation outlining processes and procedures and generated internal CRM reports in Salesforce to proactively manage renewals, reduce churn, and inform leadership of customer issues.

Richardson, Texas, United States

I maintained a 95% client retention rate and expanded recurring revenue by 10%. I sourced 20% of expansion opportunities, delivering over $500K in annual recurring revenue (ARR). By leveraging cross- and up-selling strategies, I presented product enhancements and new oierings, driving continuous growth in existing client accounts and expanding ARR by over 5%. I reduced average issue resolution time by 30%, contributing to a 20% increase in customer satisfaction. I managed a portfolio of 75+ high-value e-commerce retailers across multiple sectors, including apparel, beauty, hardware, jewelry, and various e-commerce goods. In this role, I provided proactive onboarding, go-live implementation, product releases, business reviews, and monthly meetings to deliver critical insights and guidance on service applicability, product adoption, and expansion opportunities. Additionally, I designed custom ROI frameworks for each client, driving an average of 25% ROI.

Richardson, Texas, United States

I oversaw a portfolio of 60+ real estate investment trust (REIT) accounts, leveraging a market analytics platform and Salesforce to monitor metrics, deliver valuable services, and negotiate contract terms for sustained platform utilization. I advocated for software features, market trends, and demographic data to drive product adoption and usage. I orchestrated new client onboarding, product training, and internal report training sessions. By partnering with internal product teams, I executed client-focused improvements and platform updates. I led monthly product meetings for clients and internal/external new hires and instituted self-paced individual product courses for updates and releases. I maintained precise client interactions and information to bolster marketing and business growth initiatives. Additionally, I engaged in continuous development with leadership and product teams to refine skills in internal real estate platforms, strategic platform improvement, and industry knowledge.

Richardson, Tx

Established and strengthened relationships with a portfolio of large enterprise clients. Acted as trusted advisor, providing information on industry developments and how to effectively leverage the Kigo platform for their business. Pursued new opportunities to enhance internal processes and positively impact the client experience. Partnered with multidisciplinary teams to prioritize and implement improvements. Analyzed client data to identify trends, usage patterns, and areas where clients could further benefit from the platform. Transformed satisfied clients into advocates for Kigo to secure referrals. Key Achievements:• Designed structured program to promote successful adoption of the platform's features and capabilities,resulting in optimal client retention, consistent revenue growth, product expansion, and client performance.• Created a comprehensive knowledge-based skills assessment that tested client knowledge of the software.• Participated in streamlining the use of Trello boards in pre- and post-onboarding programs for clients.

Richardson, Texas

Assisted new and existing clients in transitioning to and effectively using vacation rental software platform that integrated with popular services like Airbnb, Homeaway, and VRBO. Setup and configured various components for clients, from payment processing and guest messaging to building personalized websites. Provided ongoing software support and offered guidance on industry practices. Relayed feedback to the development team to support platform improvements.Key Achievements:• Designated as trainer and mentor for new employees and account managers on effective use of software.• Worked alongside clients to develop strategies for increasing revenue, including SEO and WordPress marketing.

Richardson, Texas, United States

Generated new clientele and profitability for the company by managing the initial stages of the sales process. Identified potential account, managed outreach, and qualified leads. Maintained accurate records of leads in Salesforce and created efficient schedule for following-up with the leads to nurture relationships and move them through the pipeline. Key Achievements:• Actively pursued prospects through multiple channels with a focus on conveying the value of Kigo solutions. • Initiated efficient transition of qualified leads by providing account executives with all relevant information.

Master Of Arts - Ma, Human Resources Development

Bachelor Of Arts - Ba, Mass Communication/Media Studies