Customer Success Manager

LINKEDIN.COM/IN/MEGLUNDY • 304-***-**** • ad1o1z@r.postjobfree.com • DALLAS, TX

PROFESSIONAL EXPERIENCE

MEGAN LUNDY

CUSTOMER SUCCESS MANAGER

Experienced in Account Management within the realm of SaaS, adept at fostering strong customer ties, identifying expansion opportunities, and driving retention. Skilled in conducting Business Reviews, addressing technical queries, and ensuring great customer experiences. Proficiency in leveraging data to facilitate comprehensive customer profiles and advocate for enhancements that drive business growth. Proficient in collaborating across diverse teams aligning goals and initiatives. I bring technical acumen, a knack for problem-solving, and a proven track record in handling challenging customer conversations and escalations. Fluent in Salesforce, I thrive in both technical and non-technical environments, dedicated to driving ongoing value for our customers. Skilled in establishing credibility through relationship building, flexibility, working in different time zones and diverse individuals, handling difficult conversations, and delivering best practices. Increased client volume and revenue by more than 50% by proactively identifying white space opportunities and implementing strategic upselling techniques in three metropolitan districts in Tennessee, Arizona, and New Jersey Constructed essential training module development, encompassing methodology, formative assessment, and differentiation while collaborating closely with the Training and Development team that ensured seamless integration throughout the process Introduced the design and implementation of a comprehensive 30-Day Hand-Off process, optimizing talent success, and introduced the Client 3-2-1 process that enhanced efficiency and preparation for in-person services on campuses Managed audits across 8 states, ensuring precise revenue allocation and newly identified revenue growth by {8%} Increased customer satisfaction and client retention by delivering annual business reviews to stakeholders, providing the impact of fill rates, hours of service, tangible and intangible data and feedback Managed client stakeholders across 8 national accounts. Responsible for understanding business needs and implementing program deliverables. Collaborated closely with stakeholders to ensure success for them and Tutoring Solution growth. Nationwide Client Manager & Best Practices Specialist 2021 - 2023 TUTORING SOLUTIONS AT KELLY EDUCATION, REMOTE

Developed and presented on behalf of the faculty, which led to increased demand for my involvement in developing the curriculum and handling critical assignments with great attention to detail Created Individual Education Plans (IEP) based on data and professional test results; then selected to lead qualification meetings to discuss and agree on the execution strategy of the IEP Coached and guided as the campus department lead for Special Education, advocating for students' needs, managing allocated budgets, ensuring proper resource utilization, employing data for program assessment, and monitoring student outcomes that ensured compliance

Delivered proven strategies tailored to individual students' needs driven by testing data analysis. Provided valuable recommendations and insights during qualification meetings. Special Education Teacher 2018 - 2021

WILLIAM LEE HASTINGS ELEMENTARY, DUNCANVILLE, TX

Taught research-based writing skills along with reading support and practices to exceed state curriculum readiness standards Analyzed classroom data to significantly boost performance on assessments, resulting in a 40% increase in learner growth. Mentored and served grade-level lead teacher by demonstrating exemplary classroom practices that showcased effective teaching techniques for implementing Tiered instruction while empowering others to utilize and benefit from these strategies Responsible for instructing students in reading skills and comprehension. Helped students develop functional reading skills and fostered literacy skills while using best practices. English Language Arts and Reading (ELAR) Teacher 2016 - 2018 BRANDENBURG INTERMEDIATE, DUNCANVILLE, TX

MEGAN LUNDY

LINKEDIN.COM/IN/MEGLUNDY • 304-***-**** • ad1o1z@r.postjobfree.com • DALLAS, TX CERTIFICATIONS

Introduction to Instructional Design: Online Course Creation

Instructional Design for eLearning

Customer Success Management Fundamentals

Special Education EC-12

Core Subjects EC-6

English as a Second Language Supplemental (ESL)

EDUCATION

West Liberty State College

MINOR

West Liberty State College

BACHELOR OF ARTS

West Virginia University

MASTER’S IN ARTS (SUMMA CUM LAUDE)

PROGRAM SKILLS

Word, Excel, PowerPoint, Outlook, OneNote, SharePoint, Teams, Forms, OneDrive, Stream, Power BI, Salesforce Collaborated with colleagues and the community to build strong relationships and increased community involvement Cultivated and organized student-led conferences that motivated students to take responsibility for presenting their own educational goals and demonstrating their efforts

Taught and led problem-based learning, utilizing methods in which students engage in real-world and personally meaningful projects that apply to real-world solutions

Taught Special Education, Reading, and Science.

Reading/Science/Special Education Teacher 2008-2016 OAK GLEN MIDDLE SCHOOL, NEW CUMBERLAND, WV

NOTABLE ACHIEVEMENTS SOFT SKILLS

Increased service and revenue by pursuing growth opportunities for clients

Increase revenue and retention via robust data analysis Facilitated the hiring of {300+} people during program ramp-up Reduced cycle time by surpassing project completion expectations

Optimized retention by improving the client reference guide Coached 32 tutors in 25 schools

Established incident reporting procedures

Development of a talent absence policy

Developed end-user technical support processes

Results-oriented

Strategic orientation

Resourceful

Enthusiastic

Dependable

Decision-making

Time management

Leadership and coaching

Active listener

Written and verbal communication

Relationship building

Fun Fact: I gladly took on the role of serving as Galen Hook's personal assistant for an event in Austin, TX.

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