Joanna S Miller

About Joanna S Miller

I make it a priority to identify opportunities for improvement by utilizing my planning…

Experience

1. Technical Account Manager

   NiCE

   Nov 2021 — Present · US

   Develops and maintains an effective and productive relationship with assigned accounts, holds regular discussions to review open issues, share best practices, determine ways to increase their success, and become their trusted partner and advisor.•Partners with other CXone employees and teams to ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.•Gains a deep understanding of each customer\'s environment, identify customer needs, propose solutions that will accelerate their success, and provide training to make sure they get the most out of their investment. •Provides coaching to peers and demonstrates consistent and high-value participation in knowledge creation and improvement.•Ensures that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system•Appropriately contributes to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction•Consistently and regularly update customer and account information, keeping it current in the CRM system•Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer\'s success.•Communicates and works with customers while demonstrating professionalism and leadership, in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by CXone. Assists the team by taking ownership of escalations in areas expertise, exemplifying the effective handling of difficult situations•Develops and drives business cases that outline problems, impacts, proposed solutions and outcomes that help CXone improve our performance and success

Education

• Troy University

  Bachelor's Degree