Derrick Miller

Gilbert, AZ • 720-***-**** • ad0392@r.postjobfree.com • www.linkedin.com/in/derrick-miller-576b19188

PROJECT MANAGEMENT LEADER

Strategic and driven professional with a balance of digital marketing, client relations, and technical project management expertise.

Insight-driven, customer-centric, solution-oriented professional with a proven track record of continually upholding project management best practices to ensure timely product/service delivery, optimize project workflows, deliver a seamless customer experience, and streamline project cycles. Exceptional manager of people and processes; able to optimize and scale project operations, break down barriers to team performance, and position organizations optimally to deliver against their strategic business objectives.

* Strategic Planning & Execution

* Technical Project Management

* Customer Enablement & Success

* Solution Delivery/Deployment

* Digital & Direct Marketing

* Campaign Management

* Process Improvement/Optimization

* Account Management & Growth

* Client Experience Optimization

* Customer Engagement & Retention

* Data-Driven Decision Making

* Analytical Problem Solver

* Technical Troubleshooting & Support

* Cross-Functional Collaboration

* Team Leadership & Development

PROFESSIONAL EXPERIENCE

2023: iSOCRATES • Remote

Provider of integrated MADtechBI solutions that help business leaders address complex problems in marketing and media automation.

Partner Success Manager

Key member of the Partner Success team; managed a portfolio of digital and advertising agency accounts. Provided guidance in the areas of digital campaign management, data analytics, project scoping, solution delivery, technical troubleshooting, and project management. Ensured value realization of customers’ investments in iSOCRATES’ MADtechBI solution.

> Managed, maintained, and continually strengthened partner relationships; provided a frictionless customer experience across the solution implementation process.

* Served as go-to resource and primary contact for all product/data solution issues.

> Drove business development efforts; partnered with the Business Development team to orchestrate pre-sales operations – including proposal development and Statement of Work (SOW) creation.

> Steered all aspects of solution implementation, delivery, reporting, and analytics for new clients to provide a highly differentiated onboarding experience.

2022 - 2023: CallMiner • Remote

CallMiner is the global leader in AI-powered conversation intelligence solutions.

Business Analyst II

Managed an $8MM book of business; leveraged CallMiner’s proprietary platform to configure customer databases, improve language pattern identification, and facilitate the provision of key customer insights for improved business outcomes.

> Conducted deep dives into call center data (including voice messages and recorded calls) to investigate patterns or anomalies, redact sensitive information, and ensure compliance with legal and privacy regulations.

* Empowered clients to analyze their customer interactions in-depth and capitalize on improvement opportunities.

> Managed and coordinated a suite of professional services projects; ensured full alignment with scope, schedule, ROI, and KPI goals to ensure value realization of clients’ business partnerships with CallMiner.

> Analyzed recorded audio, chat, social media, and emails to uncover trends, deficiencies, and strategic opportunities.

> Leveraged nuanced, in-depth understanding of metadata to accurately capture combinations of keywords and phrases, resulting in the optimal configuration of search-based categories.

2021 - 2022: Conga • Remote

Provider of a holistic revenue lifecycle management solution with over 11K customers.

Consultant TS

Provided holistic technical support for customers. Managed a $6MM+ book of business; provided consultative guidance and support in the areas of Conga product utilization, configuration, and Salesforce.com integrations. Served as internal customer advocate; ensured customer needs and core business priorities were effectively communicated and understood by all parties.

> Drove sustained improvements in customer satisfaction via the provision of world-class technical support.

> Leveraged Conga CPQ/CLM knowledge and certifications to drive the development of a centralized knowledge database.

> Established a cadence of daily customer meetings; employed a solution-oriented approach to address customer-impacting issues and resolve key technical challenges.

2016 - 2021: Oracle Data Cloud • Remote

Cloud-based tool that unifies data assets and provides a common data management system for managing all marketing and customer interactions.

Senior Solutions Consultant

Managed a portfolio of 185 client accounts across two verticals (digital marketing and direct marketing) to provide extensive solution support – from project setup to data verification, test modeling, demographic targeting, response analysis, advertising campaign management, KPI tracking, and reporting.

> Managed multiple concurrent projects and campaigns; partnered with cross-functional internal teams to diagnose campaign issues and optimize campaign performance.

* Documented and reported inefficiencies to drive workflow optimization efforts.

* Managed a major $7MM+ Toyota/Lexus client portfolio.

* Ensured the successful execution of direct mail campaigns for high-profile clients such as Victoria's Secret.

* Instrumental in successful digital advertising campaigns across social platforms (Facebook, Snapchat, and Twitter).

> Developed and deployed productivity-enhancing tools; routinely trained clients to close knowledge/skill gaps.

> Cultivated an in-depth understanding of the company’s proprietary platforms on an accelerated timeframe; recognized as trusted subject matter expert (SME) for the entire retail division.

> Trained 5-10 new hires over tenure; provided them with a strong foundation in Oracle’s data platform.

2015 - 2016: KBM Group • Hybrid

Leading provider of knowledge-based marketing solutions.

Senior Solutions Consultant

Handpicked by the Vice President of Operations to orchestrate all product management efforts; defined the product vision, gathered and prioritized product/customer requirements, and partnered with engineering, sales, client marketing, and support teams to drive continuous product iterations.

> Cultivated productive client relationships to capitalize on strategic cross-selling and up-selling opportunities.

> Managed and supported a $5MM+ book of business; provided Verizon Wireless with critical information related to file integrity, data dictionary, layouts, and positioning.

> Developed quality control documentation for Verizon Wireless and KBM Group to accelerate problem-solving times.

> Bridged the gap between clients and internal teams; ensured the seamless flow of communications to remediate customer pain points and optimize internal processes.

* Created a formalized framework to rapidly address client needs and exceed expectations.

* Streamlined a 30-day process into a five-day SLA.

2006 - 2015: Epsilon • Hybrid

Global advertising and marketing technology company positioned at the center of Publicis Groupe.

Account Specialist

Managed a portfolio of 170 client accounts; designed custom plans to improve client services and maximize revenue potential. Partnered with cross-functional teams to orchestrate statistical modeling, data acquisition, and data analysis activities.

> Recognized with the Epsilon Employee Recognition Award for upholding high standards of customer service excellence.

> Achieved the 2013 Amaze Award for outstanding contributions to training and development.

> Supported a $7MM+ book of business; designed new processes that contributed $1.5MM in incremental revenue.

> Built mentor-mentee relationships with new account specialists to elevate team performance.

EDUCATION

COLORADO STATE UNIVERSITY AT FORT COLLINS, Bachelor of Arts in Economics

Certifications: Salesforce by Trailhead Certification Salesforce Conga CPM and CLM

Technical Skills: UNIX, Salesforce, Eureka, Microsoft Office, Microsoft Outlook, JIRA, Tableau, Confluence, Teams, Slack, WebEx, Zoom, DV360, Trade Desk, Media Math, Facebook Manager, Adobe

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