Russell Miller

Experience

• 

  PAR Technology

  Feb 2009 - now

  Strong focus on customer feedback, interpreting system data, and customer engagement / feedback to limit customer churn. Identify upsell opportunities with existing customers, build a pipeline of referrals for the sales team and share the customer voice within the organization. Works cross functionally with other teams to ensure customers can successfully achieve their desired outcomes. • Own overall relationship with assigned clients to aid them with achieving their goals, encourage adoption of PAR's solutions, reduce churn, and foster synergistic partnerships.• Participate cross-functionally to expose gaps in the PAR/Brink customer experience and to raise awareness of the customer impact. Assist in rolling out customer facing process improvements.• Create CRM dashboards, reports, and utilities to identify and track PAR's customers' issues and assist with proactive identification of potential concerns.• Work with leadership to build out and implement standardized reporting for multiple metrics including Net Promoter Scores (NPS) and Customer Churn using Power BI. Show less Manage PAR Project Coordinators and Support Agents responsible for deploying hardware and software to external customers. Responsible for ensuring weekly project reporting, presentations, and corporate standards are met within the PMO framework.• Developed customer facing projects running from 6 months to 4 years.• Executed customer facing projects of various sizes and scopes ranging from $100,000 to up to $1.5 million in hardware and software.• Responsible for customer relationships with an annual revenue of $1.25 million in SaaS.• Develop and execute internal projects to drive efficiencies resulting in increasing quality and corporate cost reductions.• Experience with planning and executing End of Life initiatives for multiple legacy products.• Serving as Subject Matter Expert (SME) for a company-wide internal Microsoft Dynamics roll-out representing our Support Center.• Duties include assisting with design, build-out, and testing of the Dynamics service module replacing the current Support Center CRM system, creation and providing of training to 70+ users, and post implementation support. Show less Managed 10-14 Help Desk employees responsible for supporting PAR customers on a 24/7 basis. Established policies and procedures to ensure that PAR's SLA’s were met.• Managed Level 1 and Level 2 technicians with a variety of product assignments.• Ensured successful day to day operations of the technical support contact center, including customer escalations, reporting metrics, and queue management.• Created, implemented, and enforced support processes for multiple product offerings.• Responsible for onboarding, training, and developing curriculum for new hires. Show less

  • Customer Success Operations Manager

    Mar 2024 - now

  • Customer Success Advisor

    Jun 2019 - Aug 2024

  • Support Center Supervisor / Project Manager

    Jun 2014 - Jun 2019

  • Help Desk Supervisor

    Feb 2009 - Jun 2014