Megan Kay
Mukilteo,WA
Summary
Proven Customer Success Manager with over 10 years of experience driving client retention, product adoption, upsell opportunities and engagement within B2B technology, SaaS, and service industries. Proven track record of managing 200+ client accounts, achieving 95%+ retention rates, and implementing data-driven strategies that deliver measurable outcomes. Skilled in onboarding, cross-functional collaboration, and resolving complex customer challenges to foster satisfaction and long-term loyalty.
Overview
14
14
years of professional experience
Work History
Senior Account Manager - Motors Sales Team
OfferUp
Bellevue, WA
10.2022 - 12.2024
- Achieved a 10% increase in client retention by implementing proactive engagement and personalized support strategies
- Improved product adoption rates by 15% through the development of streamlined customer onboarding processes
- Contributed to a 20% revenue increase by identifying and executing upsell opportunities within enterprise accounts
- Led team initiatives to enhance cultural alignment and customer engagement, resulting in a 30% increase in satisfaction scores
Account Manager - Autos Sales Team (SMB Accounts)
OfferUp
Bellevue, WA
06.2020 - 10.2022
- Maintained a 95% retention rate across 200 nationwide accounts by building trusted relationships and delivering tailored solutions
- Conducted Quarterly Business Reviews (QBRs), driving a 30% increase in account expansions and strengthening partnerships
- Collaborated with internal teams using Zendesk to reduce resolution times by 20%, ensuring seamless client support
Account Manager - Partner Services Team
Booking.com
Bellevue/Seattle, WA
12.2018 - 05.2020
- Drove 25% year-over-year revenue growth for major accounts by optimizing operational efficiency and revenue strategies
- Delivered pricing recommendations that increased partner bookings by 15%
- Enhanced customer satisfaction scores by 20% through strategic consulting and tailored client solutions
Account Executive
Booking.com
Bellevue/Seattle, WA
09.2016 - 12.2018
- Managed onboarding and training for new partners, achieving 100% adoption rates within the Seattle Metro Market
- Organized quarterly conference calls to share best practices, boosting team collaboration and client outcomes
Coordinator - Hotels
Booking.com
Bellevue/Seattle, WA
05.2014 - 09.2016
- Consistently exceeded monthly acquisition targets by onboarding new accommodation partners
- Supported market visits by coordinating logistics, improving partner engagement and alignment with market goals
Customer Service Representative & Inside Sales
Charlie's Produce
Seattle, WA
11.2010 - 07.2013
- Increased customer satisfaction by 20% through proactive issue resolution and communication
- Managed complex orders for cruise ships, achieving a 98% order accuracy rate
Education
Human Development -
Washington State University
Pullman, WA12.2010
Skills
- Customer Retention & Relationship Management
- Product Adoption & Client Onboarding
- Data Analysis & Performance Metrics
- Cross-Functional Collaboration
- CRM Systems (Salesforce, Zendesk)
- Customer Satisfaction Optimization
- Strategic Upselling & Account Growth
- Quarterly Business Reviews (QBRs)
- Goals and performance
- Operations
- Partnership development
- Schedule management
- Sales expertise
- Account growth
- Customer relations
- Business development
- Revenue generation
Programsandprofessionaldevelopment
- Future Leaders Program: Mentored account managers to enhance consultative sales and client retention skills.
- CRM Expertise: Skilled in tools like Salesforce and Zendesk for managing customer interactions and analyzing performance metrics.
Timeline
Senior Account Manager - Motors Sales Team
OfferUp
10.2022 - 12.2024
Account Manager - Autos Sales Team (SMB Accounts)
OfferUp
06.2020 - 10.2022
Account Manager - Partner Services Team
Booking.com
12.2018 - 05.2020
Account Executive
Booking.com
09.2016 - 12.2018
Coordinator - Hotels
Booking.com
05.2014 - 09.2016
Customer Service Representative & Inside Sales
Charlie's Produce
11.2010 - 07.2013
Human Development -
Washington State University
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