Morgann Hext
Marietta,GA
Summary
A dedicated and dynamic leader with a proven track record at Amplify Education, Excels in operations management, relationship building, and the decoding and simplifying of complex systems and workflows. Spearheading initiatives which reduced onboarding and support times while maintaining an attrition rate below 15%, showcases the ability to drive efficiency and foster team motivation. As a leader with strong understanding of the full SaaS lifecycle I've been revered both internally and externally as the "customer super hero". With experience in Agile frameworks and Salesforce centric operations, my approach transforms challenges into strategic opportunities.
Overview
9
9
years of professional experience
Work History
AVP of Onboarding
AMPLIFY EDUCATION INC
04.2024 - 12.2024
- Organized and developed a new customer onboarding team designed to streamline customer success and technical onboarding responsibilities for 80% of customer base in an effort to minimize cost to support.
- Hired, trained, and prepared 120+ short term contractors two months prior to surge maintaining an attrition rate below 15%.
- Pivoted to reassign a portion of the team mid season to relieve customer support backlog and effectively cut wait times in half.
- Successfully advocated for the indefinite retention of a high-performing subset of contractors, presenting data-driven performance assessments and business impact analyses that led to the extension of contracts and enhanced project continuity.
- Acted as key stakeholder of the Customer Experience department for all data domain and governance conversations and decisions.
- Remained the functional area lead on several high priority product and operation initiatives roadmapped over the next seven years.
Executive Director of Technical Onboarding
AMPLIFY EDUCATION INC
08.2023 - 04.2024
- Upon acceptance of role, streamlined workflows to alleviate remaining backlog and cut average onboarding time by two business days.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Guided staff through periods of immense organizational change, maintaining morale and engagement during transitions.
- Championed diversity, equity, and inclusion efforts within the organization to create a more inclusive work environment.
- Effectively advocated for the full time conversion of 40 high performing contractors using data analysis and business growth trends.
- Forged strong relationships with executive leadership, providing regular updates on organizational progress and soliciting their input when needed.
- Successfully led two multi-quarter business initiatives which drove substantial improvement within departmental and organizational productivity and efficiency.
Director of Sales Support and Renewals
AMPLIFY EDUCATION INC
03.2022 - 08.2023
- Managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods and maintained a 3% attrition rate.
- Directed resource allocation efforts, maximizing utilization and efficiency of personnel.
- Successfully launched an initiative to ensure consumable physical products were automatically included on renewal quotes and accounted for in ARR analysis.
- Curated comprehensive reporting and analysis of renewal pipeline, trends, and forecasting which was distributed to sales and C-Suite leadership bi-weekly.
- Maintained an 86% customer retention rate
- Created custom renewals reports and analysis to fit the needs of internal stakeholders.
- Worked with product marketing teams to identify upsell and cross sell strategies in the renewals pipeline.
- Held a stakeholder role in the acquisition of another company with main responsibilities including the integration and auditing of acquired company sales system and records.
Product Owner, Supplementals
AMPLIFY EDUCATION INC
09.2021 - 03.2022
- Prepared and tracked OKRs and release roadmaps based on business initiatives.
- Supported infrastructure documentation to empower cross-departmental understanding of system dependencies and intricacies.
- Allocated developer resources for multiple projects with limited cross over effectively in a demanding environment with tight deadlines.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
Technical Onboarding Manager
AMPLIFY EDUCATION INC
01.2019 - 10.2021
- Provided a safe, trusting, and fun environment for a new and quickly growing team.
- Developed and continuously iterated on team organization, workflows, and processes with heavy emphasis on cross-departmental efficiency and success while limited business systems resources were allocated to support.
- Represented department in ready to serve/sell initiatives for all new product versions and enhancements.
- Maintained account management for 200+ educational institutions while supporting the technical implementations and troubleshooting of all pilot product rollouts during market research phases.
- Informed product teams of risks and process gaps for all new and existing features.
- Identified solutions for product feature enhancements while keeping customer experience front of mind.
- Spearheaded introduction and training of multi-platform SSO integrations to all customer-facing teams.
- Managed all major internal and external escalations of customer concerns/issues and provided detailed root cause analysis for cross-department leadership inclusive of C-Suite executives.
Technical Onboarding Specialist
AMPLIFY EDUCATION INC
01.2018 - 01.2019
- Managed technical onboarding and content provisioning for a third of the company's customer basis (250+ educational institutions) through enrollment for various digital products and platforms.
- Provided ongoing technical support for districts/schools throughout school year while maintaining positive relationships and consistent work ethic.
- Created, organized, and maintained robust documentation and training resources.
- Interviewed, trained, and supported new hires.
Customer Support Representative
AMPLIFY EDUCATION INC
08.2017 - 01.2018
Account Manager
RentPath
03.2016 - 08.2017
Education
Bachelor of Arts - Film And Television
Savannah College of Art And Design
Savannah, Georgia05.2016
Skills
- Communication
- Relationship building
- Team Motivation
- Leadership development
- Operations management
- Critical Thinking
- Prioritization and Organization
- Risk Assessment
- Data Privacy
- Agile frameworks
- Google Suite
- Salesforce
Timeline
AVP of Onboarding
AMPLIFY EDUCATION INC
04.2024 - 12.2024
Executive Director of Technical Onboarding
AMPLIFY EDUCATION INC
08.2023 - 04.2024
Director of Sales Support and Renewals
AMPLIFY EDUCATION INC
03.2022 - 08.2023
Product Owner, Supplementals
AMPLIFY EDUCATION INC
09.2021 - 03.2022
Technical Onboarding Manager
AMPLIFY EDUCATION INC
01.2019 - 10.2021
Technical Onboarding Specialist
AMPLIFY EDUCATION INC
01.2018 - 01.2019
Customer Support Representative
AMPLIFY EDUCATION INC
08.2017 - 01.2018
Account Manager
RentPath
03.2016 - 08.2017
Bachelor of Arts - Film And Television
Savannah College of Art And Design
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