Susanna Miller Email and Phone Number

Managed multi-market global client accounts, with focus on client retention, satisfaction, and growth.Key contact for coordinating work with multiple client stakeholders across divisions, for multiple product lines.Coordinated work across cross-functional account, analytics, and operational teams.

Led new client account and project activation for technology products for strategic accounts in North America, with focus on retention and client satisfaction.Served as key point of contact for client accounts, communicating account status, escalating client issues, and managing workflow of client projects

Client Success Manager in a growing SaaS B2B company. Manage large corporate accounts on multi-year contract cycles. Responsible for: Being the lead in onboarding and implementation of new clients, and managing coordination with internal and external stakeholdersProject management of upsells and new business add-ons with existing clients. Day-to-day contact with clients and high level quarterly business reviews with executive leadership, tracking client KPIs and progress towards goals. Contributing to process and software documentation, and led creation of client onboarding process. Led client implementation projects and/or account management for companies including: GNC, Under Armour North America, Shoe Carnival, ALDO Shoes, Michael Kors, At Home, DXL, Zales, Kay, Jared, and Piercing Pagoda.

People/Operations lead for growing fintech startup.In the operations element of this role, managed all internal company operations including oversight of company financial health, budget coordination, and company resources. Provided project management and implementation management for multiple new client projects across the US. Projects included managing Engineering, Marketing, and Product resources from customer onboarding and due diligence to project deployment and customer relations. Agile Project and Development environment.Also researched, developed, and implemented new internal systems for HR, benefits oversight, payroll process, accounting, employee on-boarding, and compliance, and had full oversight of these systems once in place. Managed legal and fiscal status of company, including state and federal taxation and compliance.

Led Orlando team, including growth of local staff from two to five people. Managed two teams of direct reports with total of 13 people across Southeast region, including daily stand-ups, weekly meetings and one-on-ones, ongoing training, and performance reviews. Managed Orlando location including strategic-decision making, long-term operations planning and goal-setting, as well as daily oversight of rollout of new programs and initiatives, with a need to maintain both a big picture of development, as well as keeping an eye on details. Role included building and cultivating community and professional partnerships, and representation of The Iron Yard in the Orlando tech community, as well as being responsible for meeting fiscal and student admissions goals. Ongoing public speaking and teaching responsibilities.Managed student pipeline from marketing, through admissions, student services, through job assistance. Led marketing initiatives and procedures for internal and student communication, as well as creating and implementing processes for reporting and addressing student issues.

Performed human resources, bookkeeping and asset management functions: handled multiple workflows and managed two third-party property management companies with over 240 housing units, introducing new performance tracking metrics, coordinating with case-managers and program providers, and monitoring adherence to eight sets of compliance standards, in addition to oversight of property, liability, crime, and health insurance.

Coordinated membership, communication, and funding for a statewide nonprofit coalition, researched and wrote educational materials for use in state-level lobbying, and assisted in planning for and execution of state-wide conference with over 350 attendees.