Detail Oriented Leader With Zeal to Exceed Goals & Targets
Successfully plan, integrate, execute, and manage complex customer and business processes that improve sales results, exceed customer experience goals, enhance customer product utilization and experience, and delight customers thus growing referenceable customer base. Dedicated to exceeding expectations at all levels: company goals, customer goals, and personal goals. Bring me on board to garner all the benefits of a seasoned professional with an overachiever attitude and robust experience in customer success, sales operations, customer product utilization and fervor for implementing and reporting success KPI's.
Resume
15 years of dedicated service with NCR Voyix (previously known as NCR Corp and prior to that Radiant Systems), a leader in point of sale software, hardware and services for Restaurants. Tasked and successful at architecting and implementing teams and process improvements to fuel sales, improve customer experience scores, ensure customer success and improve revenue recognition. Education: BBA in Marketing from University of Texas at Arlington
Professional Experience
Past 9 Years - please contact me for full professional history.
Sr Manager Revenue Operations
January 2023-Present
▪ Manage 2 teams consisting of 33 team members – Exceeding all goals around
on time, process improvement, change management and customer
satisfaction.
▪ 98% on time KPI with Portfolio of $195,000,000 consisting of 3,800 clients
▪ Manage invoice resolution and software and hardware entitlements resolving 6,800 requests in 2024 and exceeding customer satisfaction goals
Drive proactive change management and resolution for ease of doing business for our clients improving customer experience scores by 5% YOY.
Customer Success Sr Manager
Sept 2020-Dec 2022
▪ Manage 3 teams responsible for client management resulting in exceeding sales and NPS goals since team formation in 2018. Includes Customer
Success (8 CSMs driving onboarding and ongoing account management),
Customer Success Operations (9 Operational team members supporting 3
areas of focus), and Recurring Revenue portfolio management with 95% on
time billing resolution
▪ Improved NPS Loyal customer base for BU by 168% YOY going from 29 to 49 exceeding goal of 43
Customer Success Operations Manager
Jan 2018-Aug 2020
▪ Launched Gainsight for Restaurants Enterprise client base, Improved NPS
Loyal customer base for BU by 134% YOY going from -10 to 29
▪ Architected and implemented sales operations team to drive down time Sales was spending on
operational and tactical customer needs
▪ Transformational operational change improving sales and customer
experience, improving sales task time by 75% for sales team
▪ Improved customer experience since 2018 – exceeding sales and NPS goals
YOY which in prior 3 years both had not been met
Sr Customer Success Manager
Feb 2016-Dec 2017
▪ Improved portfolio of B2B direct account in multiple areas of focus: sales quota, customer success scores, materials forecasting, solution management, accounts receivable, orders, installation coordination, & recurring billing
▪ Exceeded Net Promoter score improvement goals for all clients, improving referenceable client base
▪ Managed sales pipeline and forecasting
▪ Negotiated and closed complex hardware and software business opportunities worth $2 million in improved ARR
▪ Partnered on all aspects of account management for additional accounts on
top of key portfolio
Testimonial Insights
References
I don't know anyone who works harder or is more dedicated to their job than Megann. She is truly invested in the success of an organization, and her work ethic is both inspiring and contagious. Megann is a no-nonsense personality, and cuts to the chase on what she feels needs to be done, with coherent and well thought out reasons for her position. She is fiercely loyal to her team members (and those she manages) and strives to make them successful too: taking time to explain tasks she delegates, helping them think outside the box (and inside the box when it's necessary) to get projects completed, and shouldering burdens herself when delegation isn't practical. Any organization would be better with Megann on their team.
- Martin Pulido Account Executive
Working with Megann the past 15 years has fueled not only the company’s success, but also our Enterprise B2B clients success in every role and task she has been assigned to. She was quickly promoted to manage our Order Management team driving $50 million in order revenue per year balancing data management and recurring billing invoice management responsibilities as well as responsible for ensuring seamless success of 3 Q2C ERP integrations. In 2018 we were tasked to implement a sales operations team to support and improve sales time management – and she was the clear choice to lead the way starting with 1 supervisors and 9 analysts, growing the team to support all Namer enterprise accounts ending with 2 supervisors and 15 team members. She planned, implemented and drove sales team member time management improvement by 75% before being then tasked to start up and implement a Customer Success team where she managed 7 CSMs and built annual program milestones, customer success plans, and launched Gainsight across the whole CSM team. Her ability to organize, implement processes and drive customer success made this team launch a success turning around Customer Satisfaction scores from -10 to 49 in a few years and the team continues to thrive when she was tasked with leading a Revenue Operations management team which now drives $195 million in recurring revenue per year with only 2 supervisors and 18 team members, growing this revenue from $25 million on the onset. She continues to drive improvement initiatives and is agile in overcoming obstacles to meet or exceed business goals for on time and accuracy of revenue recognition.
- RaeAnne Shuman Executive Business Director, Sales and Customer Operations Enterprise Restaurants division
Megann is a joy to work with as she has a great positive infectious personality that can raise the spirits of any team. She is very customer focused and always willing to do anything and everything to get the job done right. I never had the ability while at Radiant Systems to have her directly report to me but from various people in the organization I heard nothing about good things. She was a great colleague and is an asset to any team that she is on today!
- Andrew Popp Sales Manager
"Customer Success is more than active listening 👂 - its about relevant action💪 to bring a customers goals to fruition.
Customer Success is more than being available 👋 - its about bringing relevant industry and product knowledge 🧠 to a customer that equips them to reduce costs and increase revenue.
Customer Success is more than buiding a success plan 📄 - its about implementing with a sense of urgency, attention to detail, and proving out the impact of results 📈"
- Megann Brehn
“Your customer is going to get to vote and talk. You want them out there as salesmen for you. In fact, customer delight is the main ingredient of success. You will succeed if you have delighted customers. Don’t settle for satisfied.” - Warren Buffet
“Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren’t just satisfied, they’re so shocked that they tell strangers on the street how good you are.” - Jack Welch