Tom Miller

Experience

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  FileNet

  Jul 1992 - Nov 2003

  Director, North America Support

  Operational director for multiple call centers supporting 3,000+ customers in North America using mission-critical imaging, workflow, and document management software running on a variety of platforms including UNIX, Microsoft, Oracle, and SQL Server.Strategic planning which resulted in world-class Support Center Certification for 4 consecutive years. Responsible for budgeting, cost controls, continuous improvment, management development, and day-to-day support of Fortune 500 customers.

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  AREVA T&D

  Nov 2003 - Apr 2005

  Director, Support & Services

  Director of both centralized services and field technical services for North America. Responsible for all budgeting, strategic planning, day-to-day oversight, and accountability for the services business unit. Coordinated services and offerings with the global services team while customizing services to meet the unique needs of North American customers.

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  SourceCode North America (K2)

  Apr 2005 - Dec 2008

  Services Director - North America

  Directs all aspects of the North America services operation including consulting services, technical support, and training. Built and leads the team that has produced consistent profit and world-class customer satisfaction. Continually improved operational efficiencies resulting in improved profitability and customer satisfaction. Managed all aspects of the operation including budget, staffing, strategic planning, service packaging and pricing, and global coordination.

• 

  UC4 Software, Inc

  Aug 2009 - Oct 2010

  Senior Support Manager

  We help the world’s most successful companies automate their IT processes and make their mission critical applications more productive and cost-effective. The technical support operation for North America is continuously improving its operational efficiencies and improving customer satisfaction.

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  SourceCode Technology Holdings, Inc

  Nov 2010 - Mar 2012

  Services Director

  Directs all aspects of the North America consulting services operation including installation, development and training. Leads a team that has consistently produced revenue and and world-class customer satisfaction. Manage all aspects of the operation including budget, staffing, strategic planning and global coordination.

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  Winshuttle

  Mar 2012 - Mar 2015

  Leads the global customer success teams as Winshuttle continues to grow and develop into a world-class provider of SAP enabling technologies. Directs all aspects of global services delivery including installation, consulting and training. Leading a team that ensures customer success and delivers world-class customer satisfaction. Manages the operation including budget, staffing, strategic planning and global coordination.

  • Vice President Customer Success

    Sept 2012 - Mar 2015

  • Director of Global Services

    Mar 2012 - Sept 2012
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  Tom Miller Consulting

  Mar 2015 - Jun 2016

  Senior Principal Consultant

  • Improve customer satisfaction and retention• Reduce customer churn• Operational assessments• Retain key staff and build employee loyalty• Implement processes and systems that work for your customers AND your staff • Establish and/or improve KPIs Experienced support and services executive available to consult with you and your team to maximize success and profitability.Intimately familiar with all aspects of the support and service operations including, contracts, delivery, risk mitigation, staffing, metrics, and customer satisfaction. Show less

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  Tom Miller Retirement

  Mar 2016 - now

  Chief Executive Officer

  Successfully retired to an active life of golf, hiking, snowshoeing, cross country skiing and volunteering. Helping others transition from overwork to daily contentment.