Meg Goglin Email & Phone Number

- Drove Customer Success talent initiatives from design to implementation including communications and marketing strategy - Researched, designed, developed, and implemented a variety of instructional curricula and educational materials for blended learning solutions to support the organization - Delivered, designed, created, and launched the training plan for our unification of resources post-merger - Participated in and guided the overhaul of our readiness journey map

- Voted Quarterly Customer Success Manager of 2020 - Developed and deployed a knowledgebase tool for CSMs to quickly utilize up-to-date information from Sales, Marketing, and Operations departments - Accelerated and improved team metrics for the total number of executive business reviews delivered - Initiated progress reporting for the team to track at-risk customers - Accountable for the highest levels of customer satisfaction for over $5M in Annual Recurring Revenue.

Raleigh-Durham, North Carolina Area

- Total accountability for solution success and adoption to achieve highest levels of Customer satisfaction- Responsible to ensure that customers achieve an exceptional ROI - Connect and consult across departments to ensure efficacy in onboarding, implementation, & optimization strategies for customers- Establish and document customer’s strategic imperatives, project goals, timeline and metrics- Track key metrics and performance indicators that directly align with customer goals and metrics- Manage Customer contracts / SOW to provide 360 view of pre and post sales agreements- Use project management tools to manage all aspects of the project and the span of resources- Continuous project communications with all stakeholder – spanning customer and internal team and partners to ensure projects are on target, on time, on budget- Streamline our Account Review process and empower teammates to have more meaningful engagements with their customers- Improved solution adoption by 150% in one year and generated $4.5M of expansion leads for sales- Received top performance rating by Cisco management- Skilled at resolving customer issues and avoiding contention to keep projects on track and customers pleased with the outcome of their efforts

-Diligently administer the SaaS business model as it pertains to our targeted verticals of Education, Healthcare, Government, and Membership- Collaborate across departments to ensure efficiency and transparency in build/buy/partner strategies- Evaluate performance metrics to reduce 'time to value' for clients- Transform team processes and prioritizations of daily/weekly activities to increase efficacy- Champion and procure necessary tools to ensure team member and company success- Contribute to the CSC IT Team Confluence space; authoring product manuals and process documentation in order to foster an organized and collaborative resource for all CSC Team members- Leverage legendary service strategies to achieve retention goals and maintain extraordinary client success during high company growth

- Enthusiastically served and mentored colleagues as Team Leader of the DSI Technology Client Services Center (CSC) through the onboarding process, instilling company culture and philosophies, product and back-end process education, and administering skill/knowledge-based assignments and testing - Develop and refine the new-hire onboarding process, working with an on-line LMS system to create and fine tune content- Intently specialized in product offerings including a secured single sign-on solution (SSO), agent and agentless IT asset management solutions, a mobile device management (MDM) solution, an IT help desk ticketing solution, facility automation solution, and critical alarm automation solution- Supporting clients world-wide via remote screen sharing to install, maintain, and rebuild ADFS 2.0/3.0 on 2008 and 2012 servers and proxies within their native networking environments, leveraging either WS-FED or SAML2 protocols. PowerShell, Registry Editor, GPO, and DNS/NAT were often utilized to maximize client success-Frequently aided clients in managing, renewing, and updating their SSL certificates, repeatedly invoking MMC and IIS to generate appropriate CSRs based upon each client's network topology.- Conduct interviews with potential new hires to evaluate position qualifications and company culture fit- Encourage team unity through sharing information or expertise, working together to solve problems, and putting the team first

- Frequently aided clients in managing, renewing, and updating their SSL certificates, repeatedly invoking MMC and IIS to generate appropriate CSRs based upon each client's network topology- Expeditiously modified client account data by authoring and executing customized macros to perform meaningful, large-scale changes- Personally assisted clients daily implementing, configuring, and troubleshooting their DSI IT products, in addition to conducting hand-off calls, online training sessions, and interactive seminars. Independently managed over 125 implementation plans, partnering with clients from inception to entrenchment, ensuring clients were able to fully realize the value of their subscribed DSI IT products- Consistently provided exceptional Tier I/Tier II support by phone, email, and chat regarding Dude Solutions' cloud-based SaaS IT suite, resolving over 1350 Tier I and 350 Tier II cases- Coordinated with multiple clients to schedule and deliver product setup trainings via phone and web- Provided technical support to clients through phone, email, and live chat channels

- Provided technical support to clients through phone, email, and live chat channels- Performed web-based product trainings, led on-site deliverables, and presented at conferences- Researched competitive products and industry-specific trends

-Created lessons that incorporate Science Technology Engineering and Technology for students in grades K-5-Worked with Primary Technology Contact to trouble shoot printers, computers, laptops, iPods, and iPads-Collaborated with classroom teachers and specialists to support the implementation of the Common Core Standards