Melissa Mcmillan Email & Phone Number

San Francisco, Ca, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

San Francisco, California, Us

Evolv AI is the world’s leading provider of autonomous optimization, leveraging breakthrough AI solutions to optimize experiences across all digital customer touchpoints.Our mission is to help the companies we partner with optimize and personalize their digital experiences to maximize profitability, increase conversions, increase lifetime value and decrease their cost of acquisition by optimizing the onsite experience for both would-be and existing customers with high-velocity testing capabilities and powerful result analytics.I've joined Evolv to level up the post-sales side of the business while scaling and optimizing the Customer Success department.

Seattle, Us

Sales Impact Academy is the world’s leading go-to-market learning platform providing a live-learning curriculum for B2B go-to-market teams on an annual subscription basis.The traditional higher education system has let the world of B2B down, with a complete lack of formal, structured education across the entire industry. This major oversight has led to totally inconsistent core technical skills across every role in go-to-market teams from leadership through to SDRs, AEs, CSMs, marketing and revenue operations.It creates an impossible educational burden on enterprise companies and it’s also causing chaos and devastation in the early-stage sector with 70-90% failure rates for B2B startups and scaleups.Sales Impact Academy is looking to solve this major problem by bringing together the world’s best talent to teach structured, live online courses with high learning design principles and rapidly upskill go-to-market professionals across the globe – all via its new learning platform.

Chicago, Illinois, Us

Screencastify is the #1 screen recorder for Chrome. More than 12 million people use Screencastify every week to record, edit and share all sorts of amazing videos. Restructured the department from a reactive only, renewal manager model to a true Customer Success model with monthly proactive touch points (usage data reviews) and accountability partnership between the CSM and the accounts in their book of business. During a time when our largest vertical (education) is losing COVID-related funding, my Customer Success department increased annual NRR 15.6%.Presiding over Customer Success, Customer Support and Professional Development departments.

New York, Ny, Us

Recruited and hired a new CS team totaling 30 individuals and created a hiring methodology playbook to ensure consistency and scalability of department hiring. Created and drove structure, processes and efficiency for all post-implementation Customer Success functions.Implemented and built out Customer Success software (ChurnZero + Nuffsaid) to create scalable, consistent Customer Experiences.Created playbooks for CS essential functions such as department maturation (5 Tiers), churn, payment issues, post mortems, customer Accountability Plans, QBR/EBRs, etc. Developed and deployed a Career Development Mapping program for all CSMs in order to track the needed skills for their next promotion/role move, current status of skills + what is needed to demonstrate mastery in order to ensure best in industry retention and remove potential bias from promotion process to provide CSMs with the career development and strategic mentorship they deserve.Presided over an internal CSAT score increase from 2 to 4 (of 5) demonstrating a drastic increase in role satisfaction for CSMs.

San Francisco, California, Us

Responsible for building the Customer Success team, developing and implementing all CS processes and procedures, as well as establishing and monitoring KPIs.Designed a sale closed > client live client journey that maximizes efficiency and scalability for an existing SaaS product, as well as an additional new and separate SaaS product.Implemented the necessary Customer Success software and tools such as NPS/CSAT survey program, industry leading customer success software, software for issue escalations to engineering, etc. Assisting in final stage of Enterprise Sales processes by effectively "pitching" the post sales process with CS as well as the continued relationship journey.

Tiburon, Ca, Us

Started and grew OvationCXM's (formerly "Boomtown") first Customer Success team at the corporate level. Built all processes and procedures for training and onboarding new partners/clients on our software and workflows, including working with Ops management to structure and constantly improve operational processes that cater to client needs. This includes oversight of the process from sale-closed to value realization, streamlining all CS > Ops workflows, training new team members and managing enterprise relationships. Boomtown is a product support platform that makes it simple to sell, activate, and service technology products that are used by real-world businesses.

San Francisco, California, Us

I started and briefly worked as a Senior Sales Rep at Shift where I identified gaps in post-purchase process, provided solutions and was quickly promoted to a position heading up the new Customer Success team to streamline the post-purchase process and mitigate/resolve customer issues. Started and built a two-pronged (buyer support vs. seller support) Customer Success team that focused on closing process gaps and streamlining the post-purchase process while mitigating and resolving escalated customer issues. The creation of myself and my team brought about a huge increase in NPS scores within 30 days of implementation - from low 40s to high 60s. NPS score was between 64-68 in the second half of 2016, a feat in the industry.In addition to hitting all KPIs for the first year, the team I started and lead successfully reduced our returns by 50%.

San Francisco, California, Us

Shift was started by some Google execs who realized that selling your car is a total nightmare, and decided to use technology to revolutionize the industry. Shift is an app and a website that makes buying and selling cars in the peer-to-peer used car market as smooth and effortless as possible. I help people get their cars sold, without having to lift a finger!

San Francisco, California, Us

Boomtrain is the intelligence layer that predicts the optimal content for your emails, website, and mobile app. We help companies better communicate with their customers by delivering 1:1 individualized user experiences that drive deeper engagement, greater retention, and increased lifetime value. As a growth representative, I'm in charge of outbound sales, producing marketing content, social media outreach and getting organizations like yours on board the Boomtrain! #PersonalizationForAll

San Francisco, Ca, Us

Account Manager and team lead managing a staff of 11. After coming on-board with Benefit in early 2013 I was nominated as "Glambassador" - Brand Ambassador for the entire United States for exceptional sales - over quota by 13% - as well as positive representation of the brand.

Directed social media for 3-4 clients at a time. Used analytics from clients as well as additional resources to write case studies and nurture campaigns.Wrote and edited widely syndicated blog posts as well as marketing materials.Shot and edited video for YouTube channel.

•Edited copy for the magazine, as well as design and creative aspects.•Managed team of writers, editors, photographers and designers. •Produced my own stories, photographs, and content.

Through my internship with Scene, I write, edit, photograph, do social media and attend events, such as fashion shows, to represent the magazine. I was also the magazine's official representative for San Francisco Fashion Week after completing my internship.

Worked as Sales and Marketing intern for the summer of 2009 with TimeForge, a SaaS company targeting the hospitality industries. Worked extensively with clients in restaurants and hotels, wrote and edited marketing materials, attended the National Restaurant Association show where I exhibited out product to attendees.

Paramus, Nj, Us

College job. Managed subordinates, inventory, scheduling, merchandising, and inventory.Performed all day-to-day operations from planning our daily sales goals based on LY, styling clients, keeping the store in perfect working order and much more.

Ba Of Journalism, Bs Of Business Management, Ba Of Fashion Design, Journalism, Fashion Design, Marketing, Business Management, Fashion Merchandising

Education record