Megan Carlson
Lakeland,FL
Summary
Great businesses need great people and great systems to sustain them through every phase of growth. My passion & experience lies in building foundational organization infrastructure, conducting unbiased risk assessment, delivering real customer success, and guiding teams through difficult transitions in non-profits, startups and small businesses. I thrive in collaborative environments designing and implementing realistic go-to-market strategies and optimizing processes to create sustainable business outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Director of Customer Success
Harness Technologies
Tampa, FL
06.2019 - Current
- Started as a customer success manager and built customer support and customer experience departments and processes from scratch for SaaS startup.
- Designed and executed GTM strategies for new product management
- Directly serviced 1,500+ entry to enterprise customers in full lifecycle - onboarding, implementation, adoption, success, renewals and upsells
- Collaborated with C-suite and cross-functional teams to create, implement, deliver, analyze & optimize innovative software solutions, enhancing operational efficiency.
- Developed strategic initiatives that drove revenue growth and improved client satisfaction ratings.
- Recruited, interviewed, hired, trained & mentored 12 staff, fostering a collaborative, high-performing, customer-centric culture driving accountability through clear processes, metrics and feedback
- Stabilized team through multiple major product, customer, staffing, leadership and marketplace gaps & transitions
- Analyzed market trends to inform product development, aligning offerings with customer needs.
- Proactively identified & addressed churn risks through C-suite, Sales, Product and CX collaboration and process refinement
Associate Director of Development
Children's Home Network
Tampa, FL
10.2018 - 06.2019
- Led strategic fundraising initiatives to enhance financial sustainability for organization programs.
- Spearheaded campaigns that increased community awareness of organization's mission and services.
- Collaborated with cross-functional teams to align development goals with organizational priorities.
- Led, designed and organized organizational annual fundraising events.
- Oversaw event planning processes for fundraisers, guaranteeing seamless experiences that attracted high-level supporters.
- Promoted agency in corporate settings by soliciting on program sponsorship and encouraging volunteerism.
- Developed and implemented donor engagement strategies, improving relationships with key stakeholders.
- Managed a book of business of about 60 donors increasing revenue across
Community Engagement Manager
Feeding Tampa Bay
Tampa, FL
07.2015 - 05.2018
- Started as a volunteer coordinator and was promoted to engagement manager within 2 years
- Developed and implemented community outreach programs to increase engagement and awareness of food assistance services.
- Led volunteer recruitment initiatives, enhancing participation rates through targeted communication strategies, managing 25,000+ volunteers annually.
- Collaborated with local organizations to create partnerships that expanded resource accessibility for underserved populations.
- Trained staff and volunteers on best practices for community engagement, improving service delivery effectiveness.
- Managed most corporate relationships to increase engagement and impact
- Created and hosted average 13 events each month related to volunteerism, donor engagement and community engagement
Campaign Manager
Donorworx Inc
Tampa, FL
02.2013 - 06.2015
- Started as a fundraiser and was promoted to Team Captain and Campaign Manager within a year.
- Interacted with tens of thousands of prospects in face to face retail environments to share mission and engage in sustainable committed donations / child sponsorships on behalf of international non-profit World Vision
- Personally sponsored 7 children and had the privilege of earning a company competition to travel to Rwanda to meet one of my children
- Hired, trained and mentored 50+ staff in best practices
- Was 2nd highest ranking sales performer and chosen to travel across the U.S. to educate and revive underperforming teams
- Analyzed campaign performance metrics to refine strategies and optimize outreach efforts.
- Managed project timelines and budgets, ensuring adherence to established goals and objectives.
- Trained and mentored junior team members on best practices in campaign management and donor relations.
- Presented campaign results and insights to stakeholders, driving strategic decision-making for future initiatives.
- Enhanced campaign performance by developing and implementing targeted marketing strategies.
- Implemented A/B testing methodologies to optimize creative elements and drive higher engagement rates within campaigns leading to long-term donor acquisition by 900 sponsors and tens of thousands of dollars in revenue
- Collaborated with cross-functional teams to align campaign objectives, messaging, and target audiences.
Education
Bachelor of Arts - Communications / Public Relations
University of South Florida
Tampa, FL05-2009
Skills
- C-suite & cross functional collaboration
- Culture & team development
- Process development
- Stakeholder relations
- Operations & program management
- Administrative oversight
- Marketing & content development
- Strategic planning
- Verbal and written communication
- Process improvement
- Project management
- Operations management
- Crisis management
- Business planning
- Non-profit management
- Corporate communications
- Fundraising events
- Donor management
- Coaching and mentoring
- Conflict resolution
- Analytical thinking
- Risk management
- Business strategy
Certification
- Certificate in Grant Writing
- Crisis Response Training Certificate
Timeline
Senior Director of Customer Success
Harness Technologies
06.2019 - Current
Associate Director of Development
Children's Home Network
10.2018 - 06.2019
Community Engagement Manager
Feeding Tampa Bay
07.2015 - 05.2018
Campaign Manager
Donorworx Inc
02.2013 - 06.2015
Bachelor of Arts - Communications / Public Relations
University of South Florida