Meagan Glenn

Founding Member

On the Goga

Built by people who hate burnout, On the Goga delivers employee wellbeing solutions that inspire connection, ease stress, and save HR loads of time.

𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩
Driving product enhancements and process improvements while fostering cross-functional collaboration. My focus is on delivering customer-driven product features, optimizing internal workflows, and ensuring the team is aligned and effective.

🏅 𝐌𝐢𝐥𝐞𝐬𝐭𝐨𝐧𝐞𝐬
⚡️ Revamped Release Notes: Transitioned to Notion for better accessibility and clearer communication, setting a new company standard.
⚡️ High-Quality Research: Delivered a comprehensive competitor analysis in Notion, enhancing strategic feature positioning and competitive differentiation.
⚡️ Improved Engineering Collaboration: Established rapport with engineering, facilitating task weighting and process improvement, including the development of a product wiki.
⚡️ Updated Product Roadmap: Managed and maintained the product roadmap aligning with Q4 OKRs and paving the way for a productive quarter.
⚡️ Feature development and delivery: Spearheaded for multiple features. 
⚡️ Peer Inclusion in Product Development: Strengthened cross-functional collaboration, integrating diverse perspectives into product features.
⚡️ Optimized Meeting Cadence: Initiated daily standups and adjusted meeting formats, leading to better alignment and smoother operations.
⚡️ Process Improvement Initiatives: Proactively identified ticketing system gaps and implemented new processes, setting the stage for ongoing product enhancements.

Founding Product Manager

Lavender 💜

✨ Company highlight ✨ 
Hired as a founding team member (first non-sales/eng hire), employee #7. 

𝐏𝐫𝐨𝐝𝐮𝐜𝐭:
Focusing on customer feedback to shape our product roadmap. 
Collaborating closely with go-to-market to guide product development.
Monitoring product analytics and refining the product to meet customer needs.
Goal = build a product our customers want! 

🏅 Milestones 
⚡️ Created a quarterly Gantt chart to monitor goals and KPIs
⚡️ Conducted an average of 2.5 user interviews a week in Q1/Q2
⚡️ Utilized Mixpanel to inform product decisions, including creating dashboards to share across the org
⚡️ Built and manage a public roadmap in Productboard, resulting in 112% increase in user feedback
⚡️ Developed processes for beta testing and gathering data for product development
⚡️ Launched surveys and user feedback initiatives
⚡️ Collaborated with Design, GTM, and Engineering on a revolutionary redesign, inclusive of new product features and enhancements. 


𝐒𝐮𝐜𝐜𝐞𝐬𝐬:
Leading a team of CSMs and Success Specialists. 
Helping to develop new strategies, increase retention, and reduce churn. 
Oversee CS Ops.
Goal = keep customers, build new processes, and expand key accounts.

🏅 Milestones 
⚡️ Set team wide OKRs for a team of 3 CS professionals
⚡️ Merged a CX/CS team to create one aligned department. Restructured in Q2 to maximize bandwidth. 
⚡️ Defined health scores and created dashboards to help proactively monitor existing accounts
⚡️ Created trigger based playbooks, for both Scaled and Enterprise CS initiatives
⚡️ Worked with the team to provide customer education materials, including interactive demos, videos, and written articles 
⚡️ Developed new processes (Sales > CS handoff, renewals, QSCs)
⚡️ Created a customer journey, including 6 new value points for each customer
⚡️ Led the implementation of our CSP, Vitally

Senior Program Manager, Success & Product

My goal at Lavender was to focus on the success of our users. This success was reflected throughout the business but primarily focuses on Marketing, Product, and CS. Examples of where I spent my time in this role: beta testing new features, iterating onboarding, 1:1 customer feedback, optimizing email campaigns, elevating our UX, and optimizing customer education content.

🏅 Milestones:
𝐏𝐫𝐨𝐝𝐮𝐜𝐭:
⚡️ Evaluated, tested, and purchased a no-code onboarding solution. 
⚡️ Built our first no-code onboarding, reducing TTFV by 14 hours. 
⚡️ Collected 250+ beta testers for a new environment and successfully tested new features.
⚡️ Assisted our Design team in user testing, collecting helpful feedback. 
⚡️ Utilized Mixpanel to track product usage data and monitor feature adoption. 
⚡️ Led a PMF survey to gather data and understand our position. 
⚡️ Ran internal projects and data collection for pricing updates. 
⚡️ Created a public roadmap and backend feature board with Productboard.  

𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠:
⚡️ Developed and executed two onboarding campaigns for trialing and paying users in Customer.io, achieving a 52% open rate and an average 3.1% CTR.
⚡️ Built a re-engagement campaign that successfully brought 704 users back to Lavender.
⚡️ Built and managed many trigger-based campaigns. 

𝐒𝐮𝐜𝐜𝐞𝐬𝐬 + 𝐒𝐮𝐩𝐩𝐨𝐫𝐭:
⚡️ Built workflows, macros, and our first help center in Intercom.
⚡️ Answered 3,700 conversations in 2023, with an average CSAT of 96%. 
⚡️ Led a churn committee in 2023 to reduce voluntary churn by 6.1%
⚡️ Implemented a feedback initiative in 2023 to increase our user reviews by 10%. 

𝐂𝐒 𝐎𝐩𝐬/𝐆𝐞𝐧 𝐎𝐩𝐬:
⚡️ Setup Notion/Asana workspaces for my team. Constructed first SOPs.
⚡️ Set OKRs and KPIs for my team.
⚡️ Completed all internal invoicing for contracted accounts.
⚡️ Followed up on past-due accounts for collection. 
⚡️ Created alignment between CS and our ENG team.

User Success

Newchip Accelerator

Selected to become a mentor to Series A, Seed, and Pre-Seed startups.
Mentoring 2-3 startups at a time, averaging 4-6 meetings per month. 

About Newchip:
🚀 The #1 Online Accelerator: 
👩🏻‍💻 We provide founders with all of the tools and skills necessary to build, scale, and fund their startups. 
🌍 2500+ Portfolio Companies 
📈 $2.2B+ Raised by Alumni

Startup Mentor

arileau

Supporting job seekers with mock interviews, resume reviews/rewrites, and LinkedIn profile optimization. 

🏅 Milestones:
⚡️ Conducted market research to identify a business need and ICP. 
⚡️ Utilized business planning to outline initial ideas.
⚡️ Tested multiple CRM options and landed on using Hubspot for daily management. 
⚡️ Built our website from scratch.
⚡️ Consulted with 100+ job seekers on their journey.

Co-Founder

Inverge 

✨ Company highlight ✨ 
Hired as a founding team member (first non-eng hire), employee #7.

My goal at Inverge was to build a CX department from the ground up. Focusing on building our Support department out to prioritize the current CX. From there, I improved Onboarding workflows and automation. After improving those, I worked on finding opportunities to build out a CS department.

🏅 Milestones:
⚡️ Built automated workflows in Hubspot to nurture users through the sales cycle. 
⚡️ Constructed onboarding pipelines and workflows based on 3 separate personas. 
⚡️ Implemented KPIs and OKR tracking. 
⚡️ Began construction of our first SOPs
⚡️ Conducted user research, documenting our customer journey and user pain points along the way.
⚡️ Increased user engagement by 23% through the successful launch of a newsletter
⚡️ Led the transfer of our Support department from Hubspot Service Hub to Intercom resulting in a 20% reduction in response time.
⚡️ Used Google Analytics to track website traffic and make data-based improvements.

Head Of Customer Experience

#GirlsClub

Girlsclub is a 6-month-long leadership program that ends in certification.

Protege

Brand30

Brand30 is a cohort-based course that has taught over 3,500+ students the fundamentals of digital personal branding.

Thinking about signing up? Ask me about my referral link!

Demio

✨ Company highlight ✨ 
Hired as an early team member, employee #26.

🏅 Milestones:
⚡️ Led a new customer education program from initiation to close.
⚡️ Worked collaboratively on identifying expansion opportunities in the customer journey. 
⚡️ Implemented a new CSAT initiative in Q4 of 2021 and a new coaching initiative in Q1 of 2022. 
⚡️ Utilized Heap to build data scorecards for customers in Adoption.
⚡️ Maintained a customer satisfaction score of 100%.
⚡️ Maintained between 15-30 Enterprise accounts at any given time. 

As a Customer Adoption Manager, I was the first point of contact after a contract signature. I performed onboarding and ensured proper implementation of the Demio platform by the users. 

I worked on many internal projects to improve the customer experience and worked closely with the Customer Success team to ensure the long-term success of all customers.

I used analytics via Heap to drive projects to increase engagement, improve automation, and promote early product adoption.

Customer Adoption Manager

🏅 Milestones:
⚡️ Raised our trial conversion rate by 1.8%.
⚡️ Shaped a brand new role, with the help of my leader.
⚡️ Mentored and trained two new AE's on the Demio product.
⚡️ Worked collaboratively on migrating users to new Demio plans.

As the Head of Demio Experience it was my role to drive process improvement for trial conversion.

Head of Demio Experience

🏅 Milestones:
⚡️ Received an average of 97% CSAT scores. 
⚡️ Average of 1 minute and 9 second response time. 
⚡️ Received 450, 5-star survey results. 

I spent my time providing high-quality technical support to those in need. When about to go live to their audience, my job was to be there and "cure their crisis" as many of them would say.
I accomplished many side projects as they came in for my manager, which helped support my team.

Customer Success Specialist

Pana

🏅 Milestones:
⚡️ Held 9 direct reports. 
⚡️ Facilitated biweekly retrospectives and arranged biweekly status reports. 
⚡️ Worked directly with high value accounts such as Meta, Netflix, and SpaceX.
⚡️ Completed a 6 month project within scope. 

My group was brought in to help staffing levels and teach new practices to current staff. In doing this we developed new training materials and trained staff on new tools.

This role was contracted out to a SaaS company, Pana.

Team Lead

Singles Travel International

🏅 Milestones:
⚡️ Planned and executed the first chatbox on the company website. 
⚡️ Performed negotiations, with vendors, for 25+ large contracts. 
⚡️ Managed communication with stakeholders from website launch date to travel date.

Operations Manager

🏅 Milestones:
⚡️ Designed the first NPS system for the company. 
⚡️ Hit 150%+ of quota for 9 months. 
⚡️ Reduced ticket response times by 48 hours.
⚡️ Planned 25+ trips for groups of 50-150 people - all traveling from different destinations, all single travelers.

Vacation Specialist

User Success @ Lavender | Mentor 🤝 | Helping startups create exceptional user experiences.✨

Hi there 👋 I’m Meagan, and I'm passionate about sharing my journey working at 𝐬𝐭𝐚𝐫𝐭𝐮𝐩𝐬 and breaking into 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩. What can I say? I thrive on chaos and geek out over OKRs. 

I've spent the last 4 years working at tech startups and it's changed my life. Here's why 👇

𝑫𝒐𝒊𝒏𝒈 > 𝒂𝒔𝒌𝒊𝒏𝒈
Early stage startup = no processes. You get to solve it on your own and see if it works. If you fail, learn from it. If you succeed, document it. 

𝑻𝒊𝒕𝒍𝒆𝒔 𝒂𝒓𝒆𝒏'𝒕 𝒆𝒗𝒆𝒓𝒚𝒕𝒉𝒊𝒏𝒈
Startups are long games. Ignore the title and focus on serving others. It comes back to you tenfold. 

𝑭𝒂𝒎𝒊𝒍𝒚
There's a lot of heat around this term, but you are one of few at a startup, and your role is often essential. This can mean long hours, and your coworkers become a second family. These relationships you build often will stand the test of time. Don't fight it - embrace it. 💚 💜 

These have shaped my mindset to collaborate extensively, fail fast, and serve others. 

If you want to learn more about 𝐬𝐭𝐚𝐫𝐭𝐮𝐩𝐬 or breaking into 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 - let's connect! 🙌

 🤝 𝐇𝐨𝐰 𝐈 𝐜𝐚𝐧 𝐡𝐞𝐥𝐩:
Please check out my resources section under my profile picture! I aim to support job seekers as much as I can. 

✨  𝐌𝐲 𝐌𝐲𝐞𝐫𝐬-𝐁𝐫𝐢𝐠𝐠𝐬 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐭𝐲 𝐓𝐲𝐩𝐞
ENTJ
https://www.16personalities.com/entjs-at-work

💪  𝐒𝐭𝐫𝐞𝐧𝐠𝐭𝐡𝐬
----
𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 
I act when challenges arise and provide solutions for long-term success. 
𝐃𝐞𝐭𝐚𝐢𝐥-𝐨𝐫𝐢𝐞𝐧𝐭𝐞𝐝 
The last thing I want is someone going behind me and needing to clean up my work. I ensure it is done right the first time. 
𝐂𝐮𝐫𝐢𝐨𝐮𝐬 
Gaining knowledge and sharing it with others is something I am passionate about. You will find me learning, growing, and sharing new things often.

💻   𝐌𝐲 𝐓𝐞𝐜𝐡 𝐒𝐭𝐚𝐜𝐤
• 𝐂𝐑𝐌𝐬 - SFDC, Hubspot
• 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 - June, Heap, Mixpanel, Userpilot, Productboard
• 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 - Notion, G-Suite, M365, Tableau, Asana, AirTable, ClickUp, 
• 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 - Slack, Zoom, Microsoft Teams, Intercom, Customer.io, Apollo, Survicate
• 𝐒𝐜𝐡𝐞𝐝𝐮𝐥𝐢𝐧𝐠 - Gcal, Calendly, Hubspot Meetings
• 𝐅𝐢𝐧𝐚𝐧𝐜𝐢𝐚𝐥 - Stripe, Profitwell, Baremetrics, ChartMogul 
• 𝐎𝐭𝐡𝐞𝐫 - Zapier, Miro/Mural, Totango, Hotjar/FullStory Vitally 
*𝐋𝐢𝐦𝐢𝐭𝐞𝐝, 𝐛𝐮𝐭 𝐬𝐨𝐦𝐞 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 - MongoDB, Figma/FigJam, AWS, SQL (actively learning)

Senior Program Manager, Success and Product 

𝐏𝐫𝐨𝐝𝐮𝐜𝐭:
Focusing on customer feedback to shape our product roadmap. 
Collaborating closely with engineering and design to guide product development.
Monitoring product performance and refining the product to meet customer needs.
Goal = build a product our customers want! 

🏅 Milestones 
⚡️ Created a quarterly Gantt chart for Product initiatives 
⚡️ Co-led a daily standup initiative to increase communication and efficiency
⚡️ Worked with the team to user-test a new design system
⚡️ Conducted user interviews and live testing 

𝐒𝐮𝐜𝐜𝐞𝐬𝐬:
Leading a team of CSMs and Success Specialists. 
Helping to develop new strategies, increase retention, and reduce churn. 
Oversee CS Ops.
Goal = keep customers, build new processes, and expand key accounts.

🏅 Milestones 
⚡️ Led the implementation of a CSP, Vitally (In progress)
⚡️ Merged a CX/CS team to create one aligned department
⚡️ Led a daily standup initiative to increase communication and efficiency
⚡️ Developed a Sales > CS handoff process that includes collecting success metrics

Meagan Glenn 💜

Agillitics

• Implement the change from Jira project management platform to Clickup.  Facilitate seamless adoption and operational integration.
• Establish the initial support and success department to improve customer service operations.
• Maintained SLAs for 24/7 support including well below the 30 minute first reply time for P1 issues. 
• Define and execute program requirements from inception to completion.
• Manage customer systems, processes, and policies to ensure consistent and efficient operations.
• Collaborate with cross-functional stakeholders to maintain effective communication and project alignment.
• Monitored and reported on key platform expenses, such as Snowflake, providing regular financial insights to leadership.
• Optimized client request queues to boost response efficiency and service throughput.
• Produced detailed monthly reports analyzing SaaS expenditures and highlighting significant trends.
• Concluded tenure following company-wide downsizing, impacting numerous positions.

Client Success Manager

Next Reason

• Drove a remarkable 75% team expansion to address organizational requirements and achieve optimal operational capabilities effectively.

• Streamlined operations and enhanced productivity - such as decreasing a weekly report time by 98%

• Collaboratively facilitated the transition to Milestone Based Billing with a Fortune 500 Client, resulting in a 200% quarterly revenue and enhanced financial predictability for both parties.

• Focused on Self-Serviceability and Scalability. 

• Decreased the time to Onboard Applications with process improvements & Self-Service Ability Options.

• Worked across team lines and became the Business Owner for Next Reason Adopt. 

• Naturally dug deeper when a customer presented a problem — working to understand the deeper root and underlying causes. Then focusing on ways to prevent the same question or issue from arriving in the future – with things including user education, product advances, and more.

• Translated broader business objectives into clear and achievable project milestones.

• Fostered and grew relationships across Product and Engineering functions for complex technical issue prioritization and resolution, knowledge building, incident engagement, new feature readiness, and product feedback.

• Oversaw Application Onboarding Pipeline, managed team capacity, monitored the Application Onboarding Process Quality and facilitated regular service reviews.

• Laid off due to company-wide financial restructuring affecting multiple employees; performance was not a factor.

Onboarding Manager

Hanso Home

• Enhanced customer satisfaction, doubling CSAT scores in a 9-month period through the introduction of effective customer success strategies.
• Successfully reduced refund rates to below 10% within a month, exceeding the target timeframe by over two months.
• Directed the transition to a new CRM system, ensuring seamless integration and provided comprehensive performance reports to executive leadership.
• Engagement ended upon contract fulfillment.

Head of Customer Experience

Springboard Benefits

• Lead internal initiatives to drive adoption/performance of new processes/strategies in order to reduce reply time and improve efficiency. 
• Advanced Customer Support programs, including omnichannel support, KPI reporting, knowledge base, etc. Improving Customer Experience, allowing them to self-serve, and gathering the data related to the improvements.
• Understood the customers, their use cases, jobs required in deployment, common pain points, and how business messaging/ user education can address customer needs. In order to improve the in-app experience, educate users, and create campaigns to best support them.
• Identified areas of potential improvement and led process change -both in processes and in-app. 
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions. 
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention. 
• Developed relationships across the entire Customer Experience organization, the Sales, Customer Success, Product, and Engineering departments to advocate for the best customer experience possible.  
• Supported and shielded the Dev Team, digging into issues and researching the source in the backend. Freeing the dev team from investigating, keeping them aligned on the current sprint while working on a resolution for the client.
• Performed audits on data. Ensuring all data was accurate before being communicated with the client or carrier partner.
• Assisted with the internal / backend system changes with a new vendor.
• Participated and documented progress with our EDI File Feed conversion project. Ensuring we could generate files with accuracy.
• Worked closely with engineering to prioritize tasks and plan improvements to the platform. 


Skills:
• Working across team lines
• Leadership
• Project planning
• Non-coding platform build-outs
• Documentation
• Client and Account Success
• B2B SaaS

Director of Client Support | Project Management 

Pigeonhole Software

Overview:
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
• Created and maintained the Knowledge Base.
• 1:1 Support for School Admins for demos, implementations, and follow-up questions.
• Oversaw the analysis, reporting and delivery of key program performance metrics of program to leadership, and cross functional stakeholders.
• Acted as a trusted advisor in addressing our customer's needs.
• Worked to track issues & project management with Azure and Trello.

Skills:
• Documentation build out and updates
• Customer Support and success
• Soft Sales with Demos for interested schools
• Implementation and project management
• Updating the CRM
• Outreach to potential clients
• Customer Feedback - bubbling up the feedback and being the voice of the customer 


Tools:
• Azure 
• Calendly
• Groove
• Close
• Loom

Customer Success Expert

First Class Flyer

Overview:
• Acted as the Voice of the Customer.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
•Analyzed and synthesized data from multiple sources to understand customer support case drivers and the underlying causes.
•Utilized Full Story to proactively find pain points or areas of confusion for our clients.
• Anticipated and addressed customer pain points prior to feature launches.
• Identified areas of potential improvement and leading process change -both in processes and in-app.
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions.
• Achieved a high CSAT score averaging over 90%, while maintaining the 4-hour SLA during business hours.
• Modified the Dunning Campaign which decreased the time required by 75%.
• Created new training videos for new CS hires.
• Updated and created internal & external Help Desk articles – including internal SOPs, external FAQs, and more.
• Supported members via Zendesk. Averaging 107 tickets a week, with a 2.2 business hour median for first response.
• Created the process to gather reviews and implemented it on top of other daily responsibilities. Exceeded the goal of 100 reviews in the first month.
• Managed projects including but not limited to new features, new processes, and building marketing email funnels.
• Investigated technical issues and reported to the engineering team.
• Reported to C-suite metrics including but not limited to: KPIs, weekly ticket overview, project updates, CSAT, success stories, and more.
• Handled the full lifecycle of customers. Including onboarding, adoption, instructional training, renewals, upsells, churn, retention, and account management.



Skills:
• Project Management
• Working closely with Devs on Sprints

 



Tools:
• Asana
• WordPress and WordPress Admin
• Pingdom
• MailChimp
• ChargeDesk
• Recurrly 
• Stripe
• Zendesk
• RingCentral
• Active Campaign
• FullStory

Customer Support Manager

Genius Education (Formerly DDC)

Overview:
• SaaS Academic Account Manager for EdTech Company
• Documented existing and new features for schools and parents
• Worked closely with the product team to help improve the user experience -- including mobile UX
• Personalized platforms for individual schools, using SQL in the backend
• Project management and implementing Clients onto the software
• QA'ing new software builds before release
• Internal and external training





Skills:
• Documentation
• B2B SaaS
• B2C Saas
• Customizing SaaS
• Implementing Clients
• Project Management
• QA
• UX feedback - making things mobile friendly




Tools:
• Contentful
• Zendesk 
• Jira
• SQL Server 
• Figma
• Loom
• Zoom

Customer Support, Account Manager, & Documentation 

ClassDojo

Overview:
•	Established an average of 20+ tickets per hour when working in the inbox. Maintained a high CSAT score. Replied to questions in the Mentor's Facebook Group within an hour.
•	Triaged and resolved email requests from students, parents, teachers, Mentors, and School Leaders. Averaged over 500 tickets per week.
•	Assisted training new team members and assisted other team members with complex problems both internally and externally. 
•	Monitored and helped manage social media groups: Groups I supported included students, parents, 45,000+ teachers, 15,000+ Mentors, and 2,000+ school leaders. 
 


Skills:
• Learned SQL to work closer with the Dev team - digging into bugs to help speed resolution time
• Alerting relevant team members when there was site instability or the site was down
• Alerted the team about ticket themes so we could work to address the root cause
• Monitored Social Media to route user issues to the help desk
• Worked with the iOS and Android Beta groups
• Apple and Android customer reviews- replying from the company side




Tools:
• Zendesk
• Asana
• Trello
• Atlatissan
• Sendgrid

Tier 2 Customer Support

The Flex Company

Overview:
•	Maintained a high CSAT score of over 90% both on email and chat support.
•  Answered incoming calls, chats, and email tickets in Zendesk.
• Answered questions about the product, updating or canceling subscriptions.
• Followed FDA protocols related to inquiries.




Skills:
• Assisted with the transition from Intercom to Zendesk
• Empathy
• Tech skills
• Subscription Management
• Refunds 


Tools:
• Intercom
• Zendesk - Talk, Chat, Support
• Social Media - Facebook and Youtube 
• Stripe

Customer Support Specialist

 Natural Earth Laboratory

Overview:
• Handled the Amazon Seller Central messages - including but not limited to questions, refunds, returns, and more
• Worked on the international Amazon Platforms including .CA, .UK, and .Com
• Replied to Reviews left on the product pages
• Managed the social media platforms for the company

Skills:
• Refunds, Messages, and more on Amazon Seller Central
• Social Media Management

Tools:
• Amazon Seller Central
• Remote Desktop
• Facebook and Twitter

Social Media Manager & Amazon Customer Support

Holistic Customer Experience | Customer Success | Support | Self Service Ability & Scalability | Onboarding | SaaS & eCommerce | 🌟 People Connector | 🤓 Technical People Person | ♥️ Empathetic Manager | ENFJ

"Compelling relationship builder - who is an empathetic relator and committed multiculturalist. Collaborator and connector - who is committed to sparking team synergy. "

Instead of stuffy resume words - let's talk about who I am and what I love:

I'm Danielle. A geeky technical people person 🦄

🤓 I love to dig into the technical side of things - like when I learned SQL when I was working at ClassDojo. Since then, I have used SQL to customize SaaS platforms for customers, dig into errors customers were running into, and more! 

🗣 This people person is comfortable with talking to all levels inside & outside the company. I love connecting with customers, client stakeholders, C-suite internally, and more.

💥 One of my superpowers would be how I like to meet people where they are at. I can take complex ideas/processes and break them down in a way that is accessible to everyone. (Maybe this comes from the fact I went to college to be a teacher?)

💫 I have focused on the customer experience side throughout my 12+ years working remotely. This includes Customer Success, Support, Onboarding, and more. I like to proactively work to improve the customer experience and collaborate cross functionally.

🤝 Working at startups has allowed me to flex and learn so much! I love a good challenge & rise to the occasion. Focusing specifically at SaaS or eCommerce startups has been so much fun -- and I am looking to continue in this realm!

💻 I am a big advocate for #growthmindset! I love to learn & am always searching for something new to learn. Specifically, I love digging into other tech things. I have experience with a host of things like Databases, QA or Beta Groups, Data Management, Solutions Deployment, APIs, Datadog, Amazon Web Services (AWS), Intuit Mailchimp, WordPress, and more. ( 😂 I started my website as a fun project when Covid hit!)

🗯 I default to action & like to proactively improve the customer experience. I love using tools like FullStory to see what users are running into & identify areas we can improve. Collaborating with the Product Team is also one of my favorite things to do! Plus, getting ahead of any new features before they ship - so, working closely with engineering to test and document the in's & out's before the release.

🚨 Work smarter - not, harder. I am always on the lookout for a way to improve processes! I get such a thrill out of streamlining and making those types of improvements. 🕛 Remind me to tell you more about the time I took a 7+ hour weekly report down to a 15-minute process.

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The Battle

Meagan Glenn 💜

Danielle Ansley

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