Summary
Overview
Work History
Education
Skills
Timeline
Generic

Megan Wilking

Denver,CO

Summary

Experienced Customer Success & Sales professional with a strong background in the tech industry. Skilled in training, data analysis, and client relationship management. Proficient in utilizing Jira Service Management, Salesforce, Google Workplace, and Zoom to streamline operations and enhance customer experiences. Demonstrated success in onboarding, program development and management, and fostering cross-functional collaboration to drive both retention and revenue growth.

Overview

6
6
years of professional experience

Work History

Senior Customer Success Advisor

2U
08.2022 - Current
  • Lead onboarding and training for new hires while cross-training sales teams on best practices in the Customer Success Lifecycle
  • Develop, update, and standardize technological resources and tools to improve team efficiency
  • Piloted the Onboarding Specialist Role, designing and executing a streamlined handoff between sales and customer support, enhancing the customer experience
  • Serve as a Subject Matter Expert (SME) in Salesforce data integrity, driving revenue growth and increasing term-over-term retention by 35%
  • Strategically design and execute targeted email campaigns to improve retention and boost business revenue
  • Manage course section creation and course sequencing across multiple cohorts to ensure smooth program operations
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Developed strong relationships with clients through regular communication and excellent customer service.
  • Enhanced team productivity with the introduction of streamlined processes for client assessments and follow-ups.
  • Improved client retention rates by developing and implementing comprehensive advisory plans tailored to individual needs.

Interim Customer Success Manager

2U
12.2023 - 04.2024
  • Analyzed quantitative and qualitative data to forecast retention and enrollment trends for program leadership
  • Engaged in bi-weekly meetings with university partners to assess program health and address challenges
  • Partnered with a third-party funding platform to oversee and audit 50+ client accounts
  • Translated data insights into actionable reports for internal and external stakeholders
  • Provided data-driven reports to support targeted sales and retention strategies
  • Collaborated with business analysts weekly to offer qualitative insights into program performance
  • Audited and managed scholarship awards to ensure accurate distribution for students
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Project Consultant

Pepperdine University
01.2023 - 08.2023
  • Consulted with the Junior League of Denver (JLD) to assess leadership training challenges and identify areas for improvement
  • Established engagement and contractual agreements with the President of JLD
  • Conducted surveys and interviews with JLD leadership to collect and analyze qualitative data
  • Performed business analysis, highlighting the need for structured leadership transition processes
  • Developed a SEER Strategy Business Plan, focusing on Financial Strength, Social Responsibility, Environmental Stewardship, and Quality Service
  • Designed and implemented a revamped leadership training program to enhance organizational effectiveness

Sales Account Manager I, II, & Senior

2U
12.2018 - 08.2022
  • Launched two new programs and was responsible for building resources, creating processes, and training new team members to increase efficiency
  • Conducted the sale webinars with prospective clients to increase revenue
  • Conducted 1:1s with peers to lead and support employees to ameliorate performance


Education

Masters - Management and Leadership

Pepperdine University
Malibu, California
08.2023

Bachelor of Science - Communication Studies

Minnesota State University
Mankato, MN
05.2017

Skills

  • Technical proficiency in Jira Service Management, Salesforce, Google Workplace, and Zoom
  • Clear Written Correspondence
  • Strategic Decision-Making
  • Data-Driven Insights
  • Stakeholder Engagement
  • Conflict resolution
  • Strategic Solutions Development
  • Client Partnership Development
  • Project Coordination

Timeline

Interim Customer Success Manager

2U
12.2023 - 04.2024

Project Consultant

Pepperdine University
01.2023 - 08.2023

Senior Customer Success Advisor

2U
08.2022 - Current

Sales Account Manager I, II, & Senior

2U
12.2018 - 08.2022

Bachelor of Science - Communication Studies

Minnesota State University

Masters - Management and Leadership

Pepperdine University

Similar Profiles

CREATE PROFILE
Megan Wilking