Vedúci oddelenia komunity a úspechu zákazníkov v spoločnosti BrainAhead Ukážka životopisu

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Vedúci oddelenia komunity a úspechu zákazníkov v spoločnosti BrainAhead Ukážka životopisu (textová verzia)

Joshua Miller

Address: 15 street, Vancouver, Canada
Email address:
Phone number: 555-555


Owner minded business professional with over a decade of experience in Customer Success, Sales, Marketing, and Operational Management. Michael thrives in fast-paced, changing environments, and loves to be a part of a team. Find Michael at his desk or in the mountains.


Team oriented
Change Maker
Process oriented

Work experience

09/2021 - present, Head of Community & Customer Success, BrainAhead, Vancouver, Canada
  • Member of core Leadership Team
  • Head of Support - Created and built support infrastructure in Hubspot
  • Own: Onboarding, Enablement, Expansion & Renewals, Inbound Support, Community Awareness with marketing team, Partnerships & Alliances
  • Assist in Sales Engineering
08/2018 - 08/2021, Salesforce Business Lead / Expert, Safe Fleet, Coquitlam, BC, Canada
  • Own all SFDC orgs - 'Bus & Rail' and 'Law Enforcement & Military' Divisions
  • Increased Operational, Sales, and Customer Success efficiency 10-15% in first 3 months by reducing technical debt and eliminating bugs
  • Revamped legacy reporting thus increasing trust and data usage across Operations, Sales, Marketing, Customer Success, and Financial Teams
  • Lead cross-functional planning initiatives and instilled product roadmap
  • Lightning preparation
  • Key team member in technology feasibility & provisioning projects.
  • Own Vendor relationships
09/2017 - 07/2018, Partner Success Lead, BasicGov Systems, Inc., Vancouver, BC, Canada
  • Established Partner & Customer Success processes
  • Managed & mentored CS/Technical Team
  • Owned project & ongoing relationships with implementation partners and clients
  • Primary point of escalation, marshalling internal resources for case/ticket routing, prioritization in frequent collaboration with Dev. Ops.
  • Salesforce Administrator - owned the org
  • Created, and implemented Escalation Procedures
  • Foundations for internal and external SLA's, becoming contractual
11/2016 - 09/2017, Business Analyst/Consultant, Figur8 Cloud Solutions, Vancouver, BC, Canada Consulting Services including, and not limited to:

  • Needs & Requirements gathering and analysis
  • Business and Data analysis
  • Solution Design
  • Project Management
  • Application Configuration
  • Validation Testing
  • User Training and Documentation
11/2014 - 10/2016, Salesforce Administrator - TripAdvisor Vacation Rentals, TripAdvisor, Oxford, England, United Kingdom

Taking direction from Global VP Operations, own and manage the day-to-day org for all (6) TripAdvisor Vacation Rental business units

  • 550% User growth in <2 years to 700+ global users - multiple departments
  • Global process standardization post-acquisition (several M&A)
  • Salesforce Social Customer Service Implementation
  • Liaised with content and translation teams ensuring consistent messaging
  • Produced operational data for real-time monitoring, triage, resource allocation, trending & forecasting
  • Increased user adoption and adherence to process
  • Innovated and implemented sales process reducing 'time to close' by 50%
  • Managed FAQ Page through SFDC Knowledge/Articles, automated case responses, workflow, and distribution channels
11/2012 - 10/2014, Founder & CEO, Cronus Consulting Corporation, Vancouver, BC, Canada

Salesforce primary consulting business founded on the principle of Kaizen. Michael had the vision of working with great people and achieving even greater results.

Client Sample:

ScotiaBank (Scotia McLeod) - Salesforce Consultant

Michael delivered bespoke group and individual SFDC training along with BA lead work to advisor teams throughout GTA and Western Canada.

Altamont Productions

Charged with initiating Altamont's sales and marketing channel, building customer relationships and enhancing operational efficiency. Michael's work at Altamont enhanced his capabilities as a business and strategic advisor.

Preston Mobility

Michael was tasked with increasing ROI of Preston's 'Sales Automation System', Salesforce. This included standard admin tasks in addition to product roadmap.

06/2012 - 10/2012, Account Executive, Traction On Demand ( owned), Port Moody, BC, Canada
  • Where the Salesforce journey began - became entrenched in the Salesforce ecosystem and proficient to admin level
  • Training in Customer Success group
  • Worked with Sr. Salesforce Sales Executives performing client Needs Analysis leading to SOW’s and signed contracts for implementation and/or support
  • Executed projects for Hootusite, Telus, Shaw & Polygon Homes
08/2011 - 04/2012, U.S. & South America Account/Sales Manager - Marine Division, Canada Metal (Pacific) Ltd, Delta, BC, Canada
  • Aligned with V.P. Sales – Marine Division
  • Responsible for sales in the U.S.A. & S. America - Annual Revenue of $8mm USD. Routinely responded to both Government and Private RFQ’s
  • 100% - Met or exceeded performance goals
  • Managed 25+ reps across the U.S.A & Caribbean
  • Coordinated partner sales promotions & strategy
  • Created, designed, launched, received regulatory & ISO approval, and managed new product used by US Coast Guard & USGS
  • Key team member in publicizing and re-launching products post M&A
  • Steering Committee - launch of online store, first direct to consumer initiative
  • Internal champion for operational efficiency - LEAN initiatives (including: manufacturing, sales process, general operations)
  • Spearheaded CRM ( implementation through to contract
09/1998 - present, Lifelong Member, Hockey Canada, North America

A fierce competitor, Michael was a goaltender and played to the Jr. level across North America. He then had a successful officiating career to the College and Jr. ranks. From his early teen years, Michael has given back by coaching & mentoring goaltenders and officials from beginner to pro.


2022 - present, Customer Advisory Board Member, Hubspot, Global
  • Provide feedback and discuss strategies that will help Hubspot customers to grow better
  • Discuss the opportunities and challenges of using Hubspot software
  • Access to Beta programs as a trusted user/tester
10/2019 - present, Captain/Founder - Saving Sixty, Movember Foundation, Vancouver, BC, Canada
  • Top 100 Team in Canada - 2020 ($15k fundraised)
  • Led 15 engaged teammates
  • Nearly $20k raised in two years
  • Over 1,000km ran, cycled, swam, unicycled, climbed
  • Media coverage - interviewed for 2019 'Undie Run'


10/2021 Hubspot Academy - Service Hub Software

04/2017 - Sales Cloud Consultant

03/2017 - Platform App Builder

01/2017 - Advanced Administrator

08/2016 - Administrator


Adventures near and far
Strategy Games
Coaching Hockey
Ski and Snowboarding
Professional Development


Available Upon Request

O pozícií:

As the Head of Community & Customer Success, you will play a vital role in nurturing strong relationships with customers and building a thriving community. Your responsibilities will include developing and implementing customer success strategies, ensuring customer satisfaction, and driving engagement. You will lead a team to deliver exceptional support, resolve issues, and proactively address customer needs. The ideal candidate should have excellent communication skills, a customer-centric mindset, and a track record in driving customer success and fostering a vibrant community.

O firme:

BrainAhead is an innovative company focused on pushing the boundaries of neuroscience and cognitive technology. With a team of experts in the field, BrainAhead is dedicated to developing cutting-edge solutions to enhance human cognition and performance. The company's advanced research and development efforts encompass areas such as brain-computer interfaces, neurofeedback, and cognitive training. By leveraging the latest advancements in neuroscience, BrainAhead aims to unlock the full potential of the human brain and empower individuals to optimize their mental capabilities. With a passion for innovation and a commitment to improving lives, BrainAhead is at the forefront of revolutionizing the way we understand and enhance human cognition.

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