ADRIAN MILLER

Pittsburgh, Pennsylvania • 828-***-**** • linkedin.com/in/adrian-miller-23098a1b5

Influential Customer Success Manager with 3+ years of experience in driving innovative process improvements, managing accounts, providing strategic consulting, and excelling in B2B SaaS startups. Proven track record of surpassing customer relationship management expectations, fostering high satisfaction, and driving retention. Known for a collaborative approach, keen insights, and commitment to enhancing customer experiences in dynamic environments. PROFESSIONAL EXPERIENCE

Torch Technology

Customer Success Manager 08/2023 - 12/2023

● Exceeded projected Q4 2023 customer retention rate by over 15%

● Achieved a 97% retention rate with a 15% risk reduction in the last two quarters

● Onboarded and trained new customers, sharing best practices

● Developed talk tracks and rewrote scripts for onboarding calls and at-risk customers

● Fostered relationships with stakeholders, resulting in a 15% increase in referral business

● Conducted regular account reviews, sharing savings metrics and insights with customers

● Established cross-departmental feedback loops, influencing the product roadmap Business Development Representative 03/2023- 08/2023

● Made 80 calls and sent 10 cold emails daily within assigned prospecting territory

● Trained new team members, built out talk tracks, listened back to team members calls and provided feedback

● Utilized Salesforce and SalesLoft to maintain lead progression and account tracking through qualification to close

● Developed rapport with prospective clients, effectively handling objections, pivoting conversations, and booking intros

● Maintained an average of 6 to 15 booked outside sales appointments weekly, with a 2% call conversion RoadRunner Recycling 06/2022 - 02/2023

Business Development Representative

● Achieved a 115% quota in Q3 by educating 50 potential customers a day, leading to increased converted deal revenue and a positive impact, with 60% improvement in efficiency from Q2 to Q3

● Boosted sales by 25% through the implementation of new strategies targeting high-value opportunities

● Partnered with different teams to build and maintain copy and marketing materials for mid-market and enterprise clients

● Facilitate cross-departmental collaboration to identify blockers in deal closure rates, improving conversion

● Built rapport with prospective clients and handled objections, pivoted conversations, and booked intros EDUCATION

Bachelor Of Arts in Art, Psychology • University of North Carolina at Asheville • GPA: 3.4 • 08/2016 - 12/2019 VOLUNTEERING

Bounty and Soul Community Volunteer • Asheville, NC • 02/2018 - 02/2020 Food Not Bombs Community Volunteer • Pittsburgh, PA • 08/2023 - Present