Gail Miller-Myers
Vice President of Customer Success at Dizzion | Managed Desktop as a Service- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
IT Information Library Foundations Certification (ITIL)
Pink ElephantDec, 2020- Nov, 2024 -
Lean Six Sigma Yellow Belt Certification
Project Management InstituteJul, 2020- Nov, 2024
Experience
-
Dizzion
-
United States
-
Software Development
-
1 - 100 Employee
-
Vice President of Customer Success
-
Jan 2022 - Present
• Spearheaded the development and implementation of a robust Customer Success Methodology. Focused on driving value through enhanced customer engagement, feedback loops, and fostering long-term relationships to ensure sustained growth. • Work collaboratively with account team of Account Executives/Sales and company Executives to understand each customer’s business and provide a collaborative approach on strategies for growth and retention, while demonstrating product value. • Pioneered a… Show more • Spearheaded the development and implementation of a robust Customer Success Methodology. Focused on driving value through enhanced customer engagement, feedback loops, and fostering long-term relationships to ensure sustained growth. • Work collaboratively with account team of Account Executives/Sales and company Executives to understand each customer’s business and provide a collaborative approach on strategies for growth and retention, while demonstrating product value. • Pioneered a Talent Leadership initiative for success managers/delivery managers. Streamlined coaching and mentorship with a structured training roadmap. Achieved a 25% reduction in onboarding and elevated teams to function as trusted advisors, driving tangible business value. • Launched a global support model to guarantee unparalleled customer experiences. • Steered the management of V2MOM and customer health scorecard to ensuring alignment with key performance indicators of attrition, adoption and growth. • Primary escalation point, expertly navigating challenging customer discussions, offering clarity, and presenting viable resolution pathways. Key Accomplishments: • Skillfully integrated CRM features to resonate with customers’ unique business objectives and roadmaps, resulting in customer satisfaction, positive renewals, and retention rates below annual forecast. • Developed an Executive Sponsor Program to stimulate conversations with enterprise-level clientele, fortifying executive-level relationships and amplifying customer satisfaction levels. • Introduced a revolutionary approach to Quarterly Business Reviews for low engagement customers. The new Digital Business Reviews emphasized the importance of governance and technological concepts, yielding 183% surge in delivery. The approach facilitates consultative selling, pinpointing potential risks, suggesting environment enhancements, and endorsing supplementary services to exceed customer aspirations. Show less • Spearheaded the development and implementation of a robust Customer Success Methodology. Focused on driving value through enhanced customer engagement, feedback loops, and fostering long-term relationships to ensure sustained growth. • Work collaboratively with account team of Account Executives/Sales and company Executives to understand each customer’s business and provide a collaborative approach on strategies for growth and retention, while demonstrating product value. • Pioneered a… Show more • Spearheaded the development and implementation of a robust Customer Success Methodology. Focused on driving value through enhanced customer engagement, feedback loops, and fostering long-term relationships to ensure sustained growth. • Work collaboratively with account team of Account Executives/Sales and company Executives to understand each customer’s business and provide a collaborative approach on strategies for growth and retention, while demonstrating product value. • Pioneered a Talent Leadership initiative for success managers/delivery managers. Streamlined coaching and mentorship with a structured training roadmap. Achieved a 25% reduction in onboarding and elevated teams to function as trusted advisors, driving tangible business value. • Launched a global support model to guarantee unparalleled customer experiences. • Steered the management of V2MOM and customer health scorecard to ensuring alignment with key performance indicators of attrition, adoption and growth. • Primary escalation point, expertly navigating challenging customer discussions, offering clarity, and presenting viable resolution pathways. Key Accomplishments: • Skillfully integrated CRM features to resonate with customers’ unique business objectives and roadmaps, resulting in customer satisfaction, positive renewals, and retention rates below annual forecast. • Developed an Executive Sponsor Program to stimulate conversations with enterprise-level clientele, fortifying executive-level relationships and amplifying customer satisfaction levels. • Introduced a revolutionary approach to Quarterly Business Reviews for low engagement customers. The new Digital Business Reviews emphasized the importance of governance and technological concepts, yielding 183% surge in delivery. The approach facilitates consultative selling, pinpointing potential risks, suggesting environment enhancements, and endorsing supplementary services to exceed customer aspirations. Show less
-
-
-
Kaiser Permanente
-
United States
-
Hospitals and Health Care
-
700 & Above Employee
-
Senior Director, Business Relationship Management
-
Jun 2010 - Nov 2021
• Led a dynamic and client focused team serving as trusted advisors to support current and future strategies aligned with 3-5 multiyear portfolio plans. Develop and enhance partnership with business executives (regional, portfolio and IT), by partnering with key stakeholders including product and services to provide fit for purpose innovation, communication and operational excellence. • Performed strategic business and account management consulting with infrastructure, Cloud, and various… Show more • Led a dynamic and client focused team serving as trusted advisors to support current and future strategies aligned with 3-5 multiyear portfolio plans. Develop and enhance partnership with business executives (regional, portfolio and IT), by partnering with key stakeholders including product and services to provide fit for purpose innovation, communication and operational excellence. • Performed strategic business and account management consulting with infrastructure, Cloud, and various products and services for end-to-end success across multiple portfolios. Demonstrate creative problem solving techniques to ensure alignment with client’s goals and strategy resulting in value and benefit. Key Accomplishments: • Established and nurtured executive-level relationships with business and technology leaders. Collaborated with C-level stakeholders to understand their strategic goals and challenges, resulting in successful multiyear investment projects tracked via Salesforce. • Infrastructure/leadership support for the launch of the Kaiser Permanente Bernard J. Tyson School of Medicine in 2020. • Developed and successfully implemented a comprehensive multiyear Voice of the Customer survey. This strategic endeavor aimed to measure and enhance overall customer satisfaction. The results were remarkable with an impressive 8% increase in customer satisfaction scores and a substantial 31% improvement in survey response rates. • Defined key requirements as IBM Customer Advocate Vendor liaison, which included Statement of Work and measuring/monitoring performance to achieve SLAs and align to shared goals, vision, and mission for each customer. • Developed and implemented standardized employee mentor training program with newly created playbooks on process and procedures reducing onboarding by 25%. Show less • Led a dynamic and client focused team serving as trusted advisors to support current and future strategies aligned with 3-5 multiyear portfolio plans. Develop and enhance partnership with business executives (regional, portfolio and IT), by partnering with key stakeholders including product and services to provide fit for purpose innovation, communication and operational excellence. • Performed strategic business and account management consulting with infrastructure, Cloud, and various… Show more • Led a dynamic and client focused team serving as trusted advisors to support current and future strategies aligned with 3-5 multiyear portfolio plans. Develop and enhance partnership with business executives (regional, portfolio and IT), by partnering with key stakeholders including product and services to provide fit for purpose innovation, communication and operational excellence. • Performed strategic business and account management consulting with infrastructure, Cloud, and various products and services for end-to-end success across multiple portfolios. Demonstrate creative problem solving techniques to ensure alignment with client’s goals and strategy resulting in value and benefit. Key Accomplishments: • Established and nurtured executive-level relationships with business and technology leaders. Collaborated with C-level stakeholders to understand their strategic goals and challenges, resulting in successful multiyear investment projects tracked via Salesforce. • Infrastructure/leadership support for the launch of the Kaiser Permanente Bernard J. Tyson School of Medicine in 2020. • Developed and successfully implemented a comprehensive multiyear Voice of the Customer survey. This strategic endeavor aimed to measure and enhance overall customer satisfaction. The results were remarkable with an impressive 8% increase in customer satisfaction scores and a substantial 31% improvement in survey response rates. • Defined key requirements as IBM Customer Advocate Vendor liaison, which included Statement of Work and measuring/monitoring performance to achieve SLAs and align to shared goals, vision, and mission for each customer. • Developed and implemented standardized employee mentor training program with newly created playbooks on process and procedures reducing onboarding by 25%. Show less
-
-
-
Verizon Business
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
Manager, Client Services
-
Apr 2000 - Dec 2009
•Managed revenue/projects over $21M for managed web hosting in an enterprise level organization. •Implemented ITIL framework compliant time tracker portal for IT process/service metrics and reporting. • Led monthly C-level executive client web-based conferences on pertinent products and services to improve client knowledge of service offerings for “Voice of the Customer.” Regularly conducted executive level on-site client presentations to strengthen relationships and address business… Show more •Managed revenue/projects over $21M for managed web hosting in an enterprise level organization. •Implemented ITIL framework compliant time tracker portal for IT process/service metrics and reporting. • Led monthly C-level executive client web-based conferences on pertinent products and services to improve client knowledge of service offerings for “Voice of the Customer.” Regularly conducted executive level on-site client presentations to strengthen relationships and address business demand and capacity planning. • Performed recruitment, selection, coaching, performance evaluations, career development plans, salary and recognition as well as performance improvement plans for 17+ employees. • Managed/directed day-to-day business operations for a multi-disciplinary department supporting Fortune 500 clients in the areas of account management, project management, and engineering for managed services. • Supported business continuity, configuration management, Request for Proposal (RFP), organizational change management, automation, SAS 70 audits, demand planning, disaster recovery, cost efficiencies, quality assurance and risk management for clients and internal processes. Key Accomplishments: • Client Engagement strategy for premier customers implementing dedicated engineering, project management and technical support to align with client roadmap of services. • Developed and implemented standardized employee mentor training program, as well as post-training evaluation process to reduce transition time of new hires by 50% and 25% improvement of deliverables. • Web based Executive Customer Advisory Board forum to capture and collaborate industry standards, strategic direction and demand with C-level customers. • Implemented automated Executive dashboard to drive and demonstrate optimal operations performance.
-
-
Project Manager
-
Apr 2000 - Jan 2001
Managed all functional requirements, creation of statements of work, deliverable reporting and presentations to clients on support provided by Client Services. Coordinated recurring meetings with clients to review best practices, determine future initiatives and establish continuous dialogue to optimize managed environment. Responsible for direction of team goals while maintaining effective and efficient work flows on multiple accounts with fortune 500 clients.
-
-
-
Federal Systems Division
-
Fairfax County, Virginia, United States
-
Installation Manager | Regional Sales Order Control
-
Jan 1992 - Jun 2000
• Executed contract administration and vendor management for projects related to installations of telecommunication equipment for federal government customers to meet contractual requirements. Performed percentage of profitability analysis (direct and indirect costs) to ensure adequate margins achieved in accordance with company goals. • Managed annual revenue of >$19M in a department charged with order processing, customer success, project management, system implementation, accounts… Show more • Executed contract administration and vendor management for projects related to installations of telecommunication equipment for federal government customers to meet contractual requirements. Performed percentage of profitability analysis (direct and indirect costs) to ensure adequate margins achieved in accordance with company goals. • Managed annual revenue of >$19M in a department charged with order processing, customer success, project management, system implementation, accounts payable, Request for Proposal (RFP) and maintenance contracts to federal customers including a voice mail contract for all Social Security Administration offices. Key Accomplishments: • Reduced month end project closure time by 25% and implemented cross training for all employees, leading to a 25% increase in efficiency in order processing and product knowledge. • Sales Order Control Supervisor of the Year (1995) | Aruba Circle of Excellence 110% annual installation quota. Show less • Executed contract administration and vendor management for projects related to installations of telecommunication equipment for federal government customers to meet contractual requirements. Performed percentage of profitability analysis (direct and indirect costs) to ensure adequate margins achieved in accordance with company goals. • Managed annual revenue of >$19M in a department charged with order processing, customer success, project management, system implementation, accounts… Show more • Executed contract administration and vendor management for projects related to installations of telecommunication equipment for federal government customers to meet contractual requirements. Performed percentage of profitability analysis (direct and indirect costs) to ensure adequate margins achieved in accordance with company goals. • Managed annual revenue of >$19M in a department charged with order processing, customer success, project management, system implementation, accounts payable, Request for Proposal (RFP) and maintenance contracts to federal customers including a voice mail contract for all Social Security Administration offices. Key Accomplishments: • Reduced month end project closure time by 25% and implemented cross training for all employees, leading to a 25% increase in efficiency in order processing and product knowledge. • Sales Order Control Supervisor of the Year (1995) | Aruba Circle of Excellence 110% annual installation quota. Show less
-
-
Education
-
2014 - 2016
University of Maryland Global Campus
Master of Business Administration (M.B.A.) -
The George Washington University
Master's Certificate -
University of Maryland Global Campus
Bachelor of Science
Community
