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Does Your State Have a Chief Customer Success Officer?

Montana’s Rian Miller has only been on the job for a few months, but her role is gaining ground in government. Here, Miller explains her scope, and details plans for a newly formed business customer advisory board.

Montana Chief Customer Success Officer Rian Miller
Government Technology/David Kidd
Over the years, Government Technology has reported on the growth of several new roles that have made their way into the technology leadership suite in government, from chief information security officers to chief data officers to chief privacy officers to chief innovation officers. In the last couple years, another new title has joined the scene: chief customer success officer.

Rian Miller was named Montana’s inaugural chief customer success officer just four months ago, reporting to state CIO Kevin Gilbertson. Miller spoke with GT earlier this month about what the customer success office looks like and some of her current projects, including an effort to engage business units directly to test potential technologies.

Miller also has her sights set on expanding the use of agile development in the state — something that’s been in limited use for several years.

“We are looking to make that a little bit more wide-scale within state information technology and then also share that information with agencies so that they can hopefully come along on our journey with us,” she said.

Noelle Knell has been the editor of Government Technology magazine for e.Republic since 2015. She has more than two decades of writing and editing experience, covering public projects, transportation, business and technology. A California native, she has worked in both state and local government, and is a graduate of the University of California, Davis, with majors in political science and American history. She can be reached via email and on Twitter.
Lauren Harrison is the managing editor for Government Technology magazine. She has a degree in English from the University of California, Berkeley, and more than 10 years’ experience in book and magazine publishing.
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