Employee Spotlight: Shelley Miller

Name: Shelley Miller

Position: Customer Success Manager

Translation: I serve as a resource to our existing customers to ensure the health of their account. I’m here to answer questions, listen to feedback, and offer solutions and guidance.

Fun Fact: As a family project, my sister, brother-in-law, nephews, and I designed and built the house I currently live in.

Hometown: Zanesville, Ohio

Current city: Wilmington, North Carolina

Passions: Dog Rescue, Hiking, Camping

What brought you to Elemental Machines, and why did you choose EM over all of your other options?

I’ve worked in customer support and scientific sales roles for over 20 years. The aspects of those roles that I’ve enjoyed the most are interacting with customers, building strong relationships based on earned trust, and becoming the go-to person that the customer depends on because they know I care about solving their problems. Elemental Machines offers me the opportunity to focus on all these aspects which form the foundation of exceptional customer support.

How would you describe the team you work with?

The CSM team is generous with their time, resourceful and supportive. They are always ready to lend a hand whenever needed.

What is it like to interface with Elemental Machines customers?

Every interaction is unique. I help customers optimize their dashboard to fit their individual needs in their lab. I make sure the customer is aware of every feature available to them and identify any issues that need to be addressed with their equipment. For new assets in the lab, I assist with identifying and ordering the appropriate Elements.

What has surprised you about working for EM?

I was surprised at how quick and easy it was to install the Elements and learn how to navigate and monitor the Dashboard.

How have you grown personally or professionally in your current role?

I’m new to EM, but in the short time I’ve been here I’ve enjoyed learning about the monitoring aspect of laboratory equipment and the importance of collecting and analyzing data with the goal of gaining valuable insight on that data.

What skills would you say contribute most to your success?

I’ve always had a desire to continually improve in any role or task I undertake. When interacting with customers, I find the best approach is to look at all issues from the customer’s perspective to ensure I provide a comprehensive resolution that leaves them convinced that I value their business and experience with me and Elemental Machines.

What’s a day at Elemental that stands out in your mind?

What stands out most is meeting my new team members on my first day at Elemental Machines. I was impressed with the genuine spirit of teamwork and camaraderie.

What EM tools have been the most well-received by the customers you interact with?

Customers love the dashboard and its intuitive design. Training new lab personnel is quick and easy.

What is your perspective of the future of Elemental Machines?

I’m confident in the future growth of Elemental Machines, and I’m excited to be part of the team!

Interested in joining Shelley and the rest of the Elemental Machines team? View our open positions at elementalmachines.com/careers