Melissa Mcmillan's Location
San Francisco, California, United States, United States
Melissa Mcmillan's Contact Details
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About Melissa Mcmillan
I build Customer Success teams from nothing to well-oiled machines for startups. Born Maximizer, experienced workflow and process streamlining expert passionate about progress and the arts of simplifying and improving.Former Co-Host of weekly Tech Industry discussions on Clubhouse @MMcMillanSF
Melissa Mcmillan Work Experience Details
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Head Of Customer SuccessVirioSan Francisco, Ca, Us -
Vp, Customer Success PracticeKinetify, IncSan Francisco, Ca, Us -
Vice President Of Customer SuccessEvolv Ai Oct 2023 - PresentSan Francisco, California, UsEvolv 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. -
Customer Success CoachSales Impact Academy Jun 2023 - PresentSeattle, UsSales 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. -
Vice President Of Customer SuccessScreencastify Apr 2022 - Jul 2023Chicago, Illinois, UsScreencastify 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. -
Director Of Customer SuccessElectric Apr 2021 - Apr 2022New York, Ny, UsRecruited 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. -
Director Of Customer SuccessAcquire Dec 2019 - Jan 2021San Francisco, California, UsResponsible 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. -
Head Of Customer SuccessOvationcxm Feb 2017 - Dec 2019Tiburon, Ca, UsStarted 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. -
Manager, Customer Success TeamShift Technologies, Inc. Jan 2016 - Feb 2017San Francisco, California, UsI 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%. -
Inside Sales RepresentativeShift Technologies, Inc. Jan 2016 - Jun 2016San Francisco, California, UsShift 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!
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Growth ManagerBoomtrain | A Zeta Global Company Jul 2015 - Jan 2016San Francisco, California, UsBoomtrain 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 -
Account ManagerBenefit Cosmetics Jun 2013 - Jul 2015San Francisco, Ca, UsAccount 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. -
Writer And Copy Editor, Social Media ManagerInfluence People May 2012 - Jun 2013Directed 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.
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Editor In ChiefTech Impressions Magazine Aug 2009 - May 2012•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.
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InternScene Magazine Jun 2011 - Aug 2011Through 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.
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Marketing And Sales InternTimeforge May 2009 - Aug 2009Worked 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.
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Store ManagerCache Jun 2006 - May 2009Paramus, Nj, UsCollege 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.
Melissa Mcmillan Skills
Team Building
Merchandise
Adobe Contribute
Payments
Technical Training
Couture
Sales
Post Sales
Consideration
High End
Cross Functional Team Leadership
Event Management
Customer Journeys
Management
Design
Resume
Copy Editing
Indesign
Leadership
Friendly
Publications
Multi Tasker
Press Releases
Poise
Photoshop
Demanding
Video Editing
Team Management
Strategy
Creative Solutions
Business Savvy
Microsoft Office
Fashion Design
Diligent
Editing
Very Organized
Customer Service
Personalities
Progression
Love
Business Management
Project Management
Results Driven
Lucidchart
Written
Styling
Social Media
Video Production
Payment Industry
Client Services
Communication
Business Development
Customer Relationship Management
Strategic Planning
Streamlining Operational Processes
Sales Management
Emotional Intelligence
Degrees
Marketing
Business Analytics
Final Cut Pro
Golang
Linkedin
Customer Success
Administrative Work
Account Management
Start Ups
Academic
Facebook
Relationship Building
Program Management
Wordpress
Journalism
Social Media Marketing
Email Marketing
Culture
Saas
Knowledge Management
Customer Advocacy
Storytelling
Melissa Mcmillan Education Details
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Texas Tech UniversityFashion Merchandising -
Mckinney North High School
Frequently Asked Questions about Melissa Mcmillan
What company does Melissa Mcmillan work for?
Melissa Mcmillan works for Virio
What is Melissa Mcmillan's role at the current company?
Melissa Mcmillan's current role is Head of Customer Success.
What is Melissa Mcmillan's email address?
Melissa Mcmillan's email address is me****@****tric.ai
What is Melissa Mcmillan's direct phone number?
Melissa Mcmillan's direct phone number is +121455*****
What schools did Melissa Mcmillan attend?
Melissa Mcmillan attended Texas Tech University, Mckinney North High School.
What skills is Melissa Mcmillan known for?
Melissa Mcmillan has skills like Team Building, Merchandise, Adobe Contribute, Payments, Technical Training, Couture, Sales, Post Sales, Consideration, High End, Cross Functional Team Leadership, Event Management.
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