MEGAN EDWARDS
Van Alstyne
Summary
Customer Success leader with proven success managing enterprise and mid-market accounts, driving retention, expansion, and long-term client value. Experienced in leading QBRs/ABRs, improving customer lifecycle engagement, and serving as a strategic advisor to HR and executive stakeholders. Recognized for achieving a 94% renewal rate, expanding multi-year agreements, and building trusted partnerships across complex organizations. Strong background in workforce solutions, SaaS environments, and cross-functional collaboration.
Overview
34
34
years of professional experience
Work History
Senior Strategic Account Manager
Harver
07.2022 - Current
- Manage a global book of business of 90+ enterprise and mid-market accounts.
- Achieved a 94% renewal rate, leading the organization in multi-year renewals, contract expansions, renewal increases, cross-sell initiatives, and one-time revenue opportunities.
- Serve as strategic advisor to HR, Talent Acquisition, Learning & Development, and Executive stakeholders.
- Lead QBRs and ABRs to review performance metrics, ROI, adoption rates, and growth opportunities.
- Proactively identify client use cases and optimize hiring workflows to increase efficiency and platform adoption.
- Partner cross-functionally with Sales, Product, and Support teams to resolve escalations and improve customer experience.
- Conduct weekly enterprise touchpoints and structured monthly mid-market engagement to drive retention and satisfaction.
- Analyze customer usage reports and performance data to identify risk, expansion, and optimization opportunities.
- Act as liaison between client stakeholders and internal teams to ensure alignment and long-term partnership success.Assess monthly reports to review client activity and identify opportunities.
Client Success Manager, Recruiter
Recruiter.com
02.2020 - 07.2022
- Managed strategic client accounts while overseeing and supporting 155+ recruiting agents.
- Led client-facing strategy meetings to align workforce delivery with hiring objectives.
- Acted as primary escalation point, resolving issues and improving client satisfaction.
- Built scalable processes to improve candidate delivery speed and quality.
- Drove retention through consistent engagement, reporting, and proactive communication.
- Led onboarding and workforce scaling efforts for evolving client needs.
- Conducted performance reviews and coaching to ensure service excellence and client success outcomes.
- Lead weekly client facing meetings to address and close out any pending requests or concerns.
- Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction.
- Assessed monthly reports to review client activity and identify opportunities.
- Worked in tandem with clients to cultivate and implement strategic processes, offering vital tools to promote success.
- Led recruitment team and trained, mentored and developed new advisors.
- Weekly contact with all agents to ensure retention efforts.
- Fostered strong client relationships to enhance satisfaction and retention.
- Developed tailored solutions to address unique client needs and challenges.
Foster/Adopt Provider
CPS
01.2012 - 10.2024
- Daily activities, coordination and management of all tasks need to support and rear a child in the Foster/Adopt community.
- Responsible for the direct oversight, supervision, and support of three Special Needs children under the age of 21.
- Special license and training completed needed in order to have placement.
- Provide a loving, nurturing environment to support the absence the children had in their formative years in the foster care system.
- Work with a series of doctors, therapists, and counselors to provide a wide range if assistance for three Special Needs Children.
- Provide daily support in learning and education needs in partnership with McKinney Independent School District.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
Globe Life Insurance
01.2013 - 01.2014
- Managed 100+ inbound calls daily in a high-volume call center environment.
- Resolved complex policy issues, claims processing, and sensitive client situations.
- Maintained high customer satisfaction through detailed problem resolution and policy education.
- Extensive knowledge of how life insurance is used and its importance to individuals.
- Processed policy applications and claims with attention to detail and accuracy.
Customer Service Representative
Bank of America
01.2009 - 01.2012
- Exceeded sales goals by 150% through consultative customer engagement.
- Led North Texas CSRs in partner referrals.
- Trained and mentored new employees.
- Built strong customer relationships, increasing product adoption and cross-sell success.
Banking Center Manager
Wells Fargo
01.1992 - 01.1996
- Led branch operations and sales performance.
- Consistently exceeded regional sales targets.
- Mentored and developed new team members.
- Served on regional sales excellence steering committee.
- Managed a team of banking professionals, fostering a culture of collaboration and excellence.
Education
Associate of Arts - Liberal Arts
Mission College
Santa Clara, CASkills
- Customer relationship development
- Collaborative team development
- Skilled in building rapport
- Customer-focused sales approach
- Skilled at prioritizing concurrent responsibilities
- Effective organization
- Client relationship management
- Self-Motivated Work Ethic
- Hiring Requirements
- Retention Program Development
- Problem Resolution
- Industry awareness
Awards and Accomplishments
Top Banking Center Manager in Northern California, Lead PTA Yearbook Sales Committee for Multiple Years, Lead multiple fundraising campaigns for elementary school, Various PTA Board Member roles, Acted as an advisor in education across multiple ISD’s, Served as a REACH Mentor for 3 consecutive years.
Timeline
Senior Strategic Account Manager
Harver
07.2022 - Current
Client Success Manager, Recruiter
Recruiter.com
02.2020 - 07.2022
Customer Service Representative
Globe Life Insurance
01.2013 - 01.2014
Foster/Adopt Provider
CPS
01.2012 - 10.2024
Customer Service Representative
Bank of America
01.2009 - 01.2012
Banking Center Manager
Wells Fargo
01.1992 - 01.1996
Associate of Arts - Liberal Arts
Mission College