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Meagan Harrington

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🤝 SaaS Relationship Management and Retention Professional ➤ Offering a Customer-Centric Approach
Dallas, Texas, United States
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Résumé

Jobs verified_user 0% verified
  • Qlik
    Principal Customer Success Manager, Enterprise
    Qlik
    Dec 2023 - Current (2 years 11 months)
  • BlueOcean
    Enterprise Customer Success Manager
    BlueOcean
    Dec 2021 - Dec 2022 (1 year 1 month)
    Nurtured Fortune 100 Enterprise customers with proactive, meaningful touch points. Led relationship efforts for large-scale, technologically sophisticated organizations and managed $2.8M in ARR. Consulted with customers on their desired business outcomes and helped influence their leaders to drive change across the department. Continuously drove high stakeholder engagement and adoption through multithreading initiatives, personalized communication, and weekly forecasting.
    • Analyzed and leveraged customer health trends to proactively offer upsell opportunities, doubling expansion outcomes
    • Fostered a 95% retention rate with a 9.3 NPS score through strong onboarding experiences, monthly account reviews, weekly check-ins, and perso
  • General Assembly
    Senior Client Success Manager - Client Engagement, Project Management, Operations
    General Assembly
    Jul 2019 - Jul 2021 (2 years 1 month)
    Grew Dallas’ market to be the leading educator and provider of tech talent by partnering with large Enterprises, Economic Development Agencies, and nonprofits to retain and reskill their employees. Managed day-to-day operations, navigated product roadmap, identified most impactful ways to ensure positive outcomes, and synchronized with customers to ensure successful implementation, onboarding, and future support.
    • Accountable for retaining $3M in AAR with a 1% customer churn rate through assessment of trends and prepared reports with tactical tradeoffs and metrics
    • Recruited, trained, and mentored internal team of seven Program Managers and CSMs
    • Achieved 136% of quota in new business and renewals, consistently outpacing s
  • RevTech Ventures
    Client Success Manager - Operations, Communications, Partnerships
    RevTech Ventures
    Oct 2017 - Mar 2019 (1 year 6 months)
    Retained existing business, negotiated contracts and renewals, and identified new opportunities. Designed, implemented, and managed customer development strategies to strengthen the company's brand. Established and maintained relationships with key community and Enterprise stakeholders, taking lead responsibility on project management and execution.
    • Orchestrated end-to-end production and management of over 100 programs, including a bi-annual program spotlighting the top-tier accelerator programs in the state
    • Fostered relationships and navigated the needs for over 28 portfolio companies within company portfolio
    • Authored successful guidelines for conflict management and escalation processes to optimize customer touchpoint
  • IBM
    Customer Retention Manager - Retention, Partnerships
    IBM
    Jan 2014 - Jul 2017 (3 years 7 months)
    Spearheaded strategic conversations focused on implementation, adoption, value realization, and retention. Owned account management strategies for early stage companies in the Southeast to build, launch, and scale their business. Served as the voice of the customer by partnering with internal tech evangelists to align with the customer’s business objectives and future plans of expansion.
    • Designed and implemented a business plan for the Southeast region that increased the virtual incubation program for 450 early stage companies
    • Established best practice guides based on customer feedback and identified gaps resulting in 3x increase in engagement and positive outcomes
    • Contributed to $500k in sales by identifying upsell opp
Education verified_user 0% verified
  • General Assembly
    Data Analytics
    General Assembly
    Jan 2021
  • General Assembly
    General Assembly
    General Assembly
    Jan 2019
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