Mark Miles - Customer Success Manager, Acqueon

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Work Background

AcqueonCustomer Success Manager

Dec. 2023Dallas-Fort Worth MetroplexI boosted client engagement by 15% by implementing structured sync meetings. I directed an enterprise- level portfolio of over 20 healthcare providers, spearheading strategy and client engagement to prevent churn, and conducted quarterly business reviews (QBRs) to deliver insights on key performance indicators. I executed solutions for call center technology partnerships with Twilio, Amazon Connect, Cisco, and NICE, achieving an 85% completion rate. By collaborating effectively with the internal support team, I decreased customer support tickets by 12% and enhanced client communication. I developed comprehensive internal CSM documentation outlining processes and procedures and generated internal CRM reports in Salesforce to proactively manage renewals, reduce churn, and inform leadership of customer issues.

NarvarMid-Market Customer Success Manager

Jun. 2022 - Sep. 2023Richardson, Texas, United StatesIn my most recent role, I oversaw a portfolio of 75+ high-value e-commerce retailers in multiple sectors, with $3M in combined annual recurring revenue. I also administered go-live training, business reviews, and monthly cadences with clients to deliver key insights and guidance on service applicability, product adoption, and expansion opportunities. • Leveraged cross- and up-selling strategies to present product enhancements and new offerings, driving continuous growth in existing client accounts; increased annual recurring revenue (ARR) by 5%+. • Delivered accurate, effective, and customized solutions and strategies based on individual client needs and goals, collaborating with product development to continuously provide cutting edge products in alignment with evolving consumer needs. • Maintained 95% client retention rate and increased recurring revenue by 10% overall. • Sourced 20% of expansion opportunities and delivered $500K+ in ARR. • Designed custom ROI framework for each client, driving average of 25% ROI. • Reduced average issue resolution time by 30%, contributing to 20% increase in customer satisfaction.

RealPage, Inc.Solution Account Manager, Market Analytics

Jul. 2021 - Jun. 2022Richardson, Texas, United StatesHere, I maintained full accountability for a portfolio of real estate investment trust (REIT) accounts, focusing on facilitating effective use of market analytics platform. I leveraged Salesforce to monitor key metrics and data, ensuring delivery of value-added services for clients. I ensured currency and accuracy of all client interactions, concerns, and information to facilitate marketing, business growth, and service initiatives. As well, I negotiated contract terms to drive continuous platform utilization. • Liaised with real estate investment trusts on use of RealPage market analytics, presenting software features, as well as market trends and demographic data to increase annual recurring revenue by 7%, cultivating a $2M+ portfolio. • Managed 60+ clients with no churn and 100% renewal rate based on service excellence.

Kigo, Inc., a RealPage CompanyRegional Account Manager

Nov. 2019 - Jul. 2021Richardson, TxEstablished and strengthened relationships with a portfolio of large enterprise clients. Acted as trusted advisor, providing information on industry developments and how to effectively leverage the Kigo platform for their business. Pursued new opportunities to enhance internal processes and positively impact the client experience. Partnered with multidisciplinary teams to prioritize and implement improvements. Analyzed client data to identify trends, usage patterns, and areas where clients could further benefit from the platform. Transformed satisfied clients into advocates for Kigo to secure referrals. Key Achievements: • Designed structured program to promote successful adoption of the platform's features and capabilities, resulting in optimal client retention, consistent revenue growth, product expansion, and client performance. • Created a comprehensive knowledge-based skills assessment that tested client knowledge of the software. • Participated in streamlining the use of Trello boards in pre- and post-onboarding programs for clients.

Kigo, Inc., a RealPage CompanyImplementation Consultant

Aug. 2018 - Nov. 2019Richardson, TexasAssisted new and existing clients in transitioning to and effectively using vacation rental software platform that integrated with popular services like Airbnb, Homeaway, and VRBO. Setup and configured various components for clients, from payment processing and guest messaging to building personalized websites. Provided ongoing software support and offered guidance on industry practices. Relayed feedback to the development team to support platform improvements. Key Achievements: • Designated as trainer and mentor for new employees and account managers on effective use of software. • Worked alongside clients to develop strategies for increasing revenue, including SEO and WordPress marketing.

Kigo, Inc., a RealPage CompanyBusiness Development Executive

Apr. 2017 - Aug. 2018Richardson, Texas, United StatesGenerated new clientele and profitability for the company by managing the initial stages of the sales process. Identified potential account, managed outreach, and qualified leads. Maintained accurate records of leads in Salesforce and created efficient schedule for following-up with the leads to nurture relationships and move them through the pipeline. Key Achievements: • Actively pursued prospects through multiple channels with a focus on conveying the value of Kigo solutions. • Initiated efficient transition of qualified leads by providing account executives with all relevant information.