Megan Scherer Email & Phone Number

United States

An Enterprise Success Partner is part of an elite group of Service Management professionals that provide a customized service experience to strategic clients. In addition to the attention on service excellence, an enterprise engagement partner leverages industry insights and experiences to establish credibility and become a “trusted advisor” and is responsible for understanding the client’s strategic roadmap and aligning internal resources to support the realization of that strategy.

As the Manager of Client Services, I lead and developed a team of client technical support representatives including remote and offshore and their workflow to deliver accurate and timely responses to our clients while meeting or exceeding service levels. I provided mentorship and coaching on how to best handle complex issues. I analyzed and resolved client problems and handled escalated items aiding the client support representatives in finding the best solutions. I maintained an excellent working relationship with other internal departments and clients while working on and completing client requests. I effectively wrote and delivered performance appraisals as well as conducted ongoing reviews of existing procedures and processes. I conducted difficult and courageous conversations when necessary. I drove change management with the team, helping them understand the strategic direction and how it relates to the business goals. I collaborated with all levels associates and managers for both internal and external stakeholders.

King Of Prussia