MEGAN CARNAGHI

***** ******** *****, ******** *******, MI 48313

addtfx@r.postjobfree.com 517-***-****

EUCATION

**** - ****

MASTER OF ARTS IN EDUCATIONAL TECHNOLOGY, michgan state university

GPA: 4.0

2005 - 2009

BACHELOR OF ARTS IN ELEMENTARY EDUCATION, michgan state university

GPA: 3.5

EXPERIENCE

OCTOBER 2019 - PRESENT

SUCCESS COACH, Ambassador software

Created written and video product tutorials for specific client use cases

Provided real-time product training for clients via WebEx

Created written product guides for internal use by Success, Onboarding and Sales Team members

Developed and maintained customer relationships for assigned accounts

Educated clients on referral marketing best practices and provided them with strategies for launching and maintaining a highly-effective referral program

Helped identify and pursue growth and upsell opportunities within named accounts.

Provided technical support to all clients

MAY 2018 – OCTOBER 2019

CUSTOMER SUCCESS MANAGER, dynatrace llc

Designed customer success plan template and process for premium customers

Designed strategic business review template and process for premium customers

Developed and implemented email onboarding campaigns for new customers

Created a customer satisfaction survey (CSAT) for Premium customers and led CSAT survey implementation and feedback review process for Dynatrace ONE Premium Team

Created an exit survey for premium customers to collect feedback on and identify trends related to churn

Developed and maintained customer relationships for assigned Premium enterprise accounts

Communicated and collaborated with Sales, Services, Support, Marketing and Product Management Teams around account activities

Helped identify and pursue growth and upsell opportunities within named accounts.

JANUARY 2014 – MAY 2018

MANAGER OF CUSTOMER SUCCESS, Techsmith corporation

Proposed, launched and managed the first Customer Success Team at TechSmith Corporation, for the TechSmith Relay SaaS product

Developed and implemented training curriculum for TechSmith Relay customers in the form of videos, webinars and written documentation

Developed and maintained written and video product tutorials for TechSmith Relay

Created strategic success plans for customers based on their business goals

Tracked and analyzed a wide variety of product usage metrics tied to individual customers, to evaluate the growth and overall health of customers over time

Provided minor technical support to all enterprise education customers

Helped identify and pursue growth and upsell opportunities within named accounts

Collected and analyzed formal and informal customer feedback to help the Technical Product Manager determine development roadmap

Collaborated with and fostered communication between a team of TechSmith Account Executives, Solutions Engineers, Developers, Technical Product Managers, Product Marketing Managers, User Experience Designers, and Technical Support Agents around account activities

JANUARY 2013 – JANUARY 2014

INSIDE SALES SPECIALIST, Techsmith corporation

Evaluated customer needs and recommended TechSmith solutions or troubleshooting techniques through phone calls, e- mails, and online chat

Worked collaboratively and effectively with Inside Sales Team members to accomplish daily tasks

Created training videos and written documentation for interns and new hires

JULY 2010 – JANUARY 2013

FIRST GRADE TEACHER, East Lansing Public Schools

Collaborated with a team of grade-level colleagues for planning in all subject areas

Taught, worked with and supported the learning of academically, socioeconomically and culturally diverse students in whole group, small group and one-on-one scenarios

Created SMART Board lessons to supplement the district’s core reading program, writing curriculum, and math curriculum (for district-wide use)

Served as a committee member of the Building Leadership Team, a Behavior Coach for Donley Elementary, and a Member of the East Lansing Public Schools Technology Committee

TECHNOLOGY PROFICIENCY

Apple Applications

Adobe Suite Applications

Customer Success Management Platforms (Gainsight, UserIQ)

Customer Support Tools (UserVoice, Jira, Desk, Zendesk)

Ecommerce and Online Payment Systems (CORP, CyberSource, Digital River, Stripe, Magneto)

Email Marketing Systems (Mandrill, MailChimp, Marketo, Silverpop)

Google Applications

Learning Management Systems (Blackboard, Canvas, Desire2Learn, Google Classroom, Moodle, Schoology, etc.)

Microsoft Office Software

Salesforce CRM

Social Media Tools

TechSmith Software (Snagit, Camtasia, TechSmith Relay, Coach’s Eye, Screencast.com)

Web Conferencing Tools (Skype, GoToMeeting, WebEx, Zoom, etc.)

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