Megan O'Brien

Experience

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  Blueberry Hill Equestrian Center

  Jan 2006 - Jan 2008

  Assistant Barn Manager/Assistant Trainer

  - Managed all daily tasks needed to run the barn. Ordering feed and bedding, managing lesson schedules, managing the horses training, feed, and exercise schedules, and did all daily manual labor tasks (i.e. Feeding, mucking, grooming, riding, etc).- Taught lessons from beginners to intermediate riders both children and adults.- In charge of marketing the horses for sale using online sites, horse shows/competitions, and events.

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  Old Stone Farm

  Jan 2008 - Apr 2008

  Working Student

  - Contractual position for the WEF (Winter Equestrian Festival) Season. - Managed all daily tasks needed to run the barn. Ordering feed and bedding, managing lesson schedules, managing the horses training, feed, and exercise schedules, and did all daily manual labor tasks (i.e. Feeding, mucking, grooming, riding, etc).- Managed all entry fees/paper work for competitions. - In charge of marketing the horses for sale using online sites, horse shows/competitions, and events.

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  Dogtopia

  May 2008 - Aug 2008

  Pack Leader

  Worked at the Dogtopia in Davers, MA which wasn't listed.

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  Pups N Pals Pet Care

  Apr 2009 - Feb 2011

  Dog Walker

  Entrusted to enter peoples houses and take care of their dogs, either in the middle of the day, or over night stays.

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  The Hudson Group

  Apr 2011 - Sept 2011

  Technical Support Associate

  Responsibilities:- Solved Clients reported Issues through the general line, the emergency line, and the ticket system.- Helped issue software, database, and web upgrades.- Creating new shell builds (i.e. Creating new customer databases and setup through out our network including the setup of their websites.)- Creating and partially designing portals for our clients.- Responsible for many Linux Admin tasks: Virtual Host setup, Site set up (Expression Engine sites), Monitoring whether sites were down and if so deciding what action to take.- Responsible for monitoring the servers that are hosted at iNetU, getting more IP's bound to the servers.- Working with clients to buy their SSL Certificates, Installing and testing SSL Certificates, and also helping them manage their DNS records, repointing DNS, or becoming fully hosted with the company, or hosting their mail.- Installing and setting up new Expression Engine sites for clients. Show less

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  Pups N Pals Pet Care

  Sept 2011 - Apr 2012

  Dog Walker/Equine Specialist/IT Support
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  The Doggie Den

  Sept 2011 - Oct 2011

  Assistant Groomer/Bather
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  Flying Fur

  Aug 2013 - Apr 2014

  Doggie Daycare Associate/IT Support/Website Designer
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  Swing Expression

  Nov 2014 - Dec 2016

  "Boss"

  Swing Expression is a West Coast Swing Dance Community/Class located in the Boston area and founded by Roberto Corporan.Responsibilities:- Social Media Marketing -- Administration of Swing Expression Facebook Page & Facebook Group -- Managing Paid Facebook Ads -- Taking Video & Pictures.- Creating and managing the website. - Collaborating with other teachers, merchants, studio owners, and other members of the dance community.- Organizing and putting on events. - Help run a weekly dance class. -- Signing dancers in. -- Handling entry fees. -- Recording metrics on each dance.- Teaching Beginners on occasion.- DJ'ing for social dances on occasion.- Actively growing the dance community through marketing, networking, and creating connections with people. Show less

• 

  TapClicks

  May 2015 - Apr 2019

  - Identified the need for and created an enterprise implementation process to help our customers successfully implement the full spectrum of TapClicks products.- Created processes between product, customer success, sales, support, and the implementation team to streamline processes and encourage the best customer experience journey.- Worked directly with the product and engineering teams on creating and improving enterprise features within the products.- Created and maintained internal and external documentation and product enablement assets. - Conducted internal and external product training on the various TapClicks products.- Conducted up to 4 enterprise implementations at once. Show less Responsibilities:- Working closely with our largest customers both existing and new to ensure that they understand the product(s) and to ensure that they are using our product(s) to their fullest capacity.- Working in a close knit team that was devoted to our largest clients and had multiple roles within it to ensure all aspects of the client experience were cohesive.- Supporting existing clients with most anything they needed. For example: Support issues, trainings, advice, documentation, and managed services.- Guiding new clients in the onboarding process by creating project plans and performing managed services to aid in their setup of our product(s).- Helping create, define, and redefine our onboarding process for our large clients for both one product on boarding to multiple product onboardings.- Helping create and define managed services process and setting the bar for documentation on any managed services we had performed for the client. Show less Responsibilities:- Leading and coaching the Support and On Boarding teams.- Working closely with clients to resolve issues that may arise to an expedient and satisfactory conclusion via email, phone, and various other communication channels.- Constantly creating and improving both support and inter-departmental processes.- Training clients on various products and features using both join.me and in person.- Internally training new employees on products, features, integrations, and processes.- Internal documentation of processes, features, and products for training, marketing, and knowledge base publishing purposes.- Taking on special projects, coordinating between departments and working closely with clients to drive the special projects to completion.- Help QA new products, features, and integrations. - Help identify usability enhancements and better ways of making products and features easier to use. - Pre-sale proof of concept and Post-sale Implementation/Configuration for tapOrders & tapWorkflow. Working closely with clients to analyze their needs and wants then helping Implement.- Optimizing desk.com to provide value to the Customer Success team.- Write new feature specs for our tapOrders/tapWorkflow platform as well as for an internal system. Show less Responsibilities:- Supervising the Customer Success Team.- Working closely with clients to resolve issues that may arise, to an expedient and satisfactory conclusion via email, phone, and various other communication channels.- Constantly creating and improving processes both support and inter-departmental processes between support and another department.- Training clients on various products and features using join.me or in person.- Internally training new employees on Products, Features, Integrations, and Processes.- Internal documentation of processes, features, and products for training, marketing, and knowledge base publishing purposes.- Taking on special projects and coordinating between departments and working closely with clients to drive the special projects to completion.- Help QA new products, features, and integrations. - Help identify usability enhancements and better ways of making products and features easier to use. - Pre-sale proof of concept and Post-sale Implementation/Configuration for tapOrders & tapWorkflow. Working closely with clients to analyze their needs and wants then helping Implement. Show less Responsibilities:- Working closely with clients to resolve issues that may arise to an expedient and satisfactory conclusion via email, phone, and various other communication channels.- Constantly creating and improving processes both support and inter-departmental processes between support and another department.- Training clients on various products and features using join.me or in person.- Internally training new employees on Products, Features, Integrations, and Processes.- Internal documentation of processes, features, and products for training, marketing, and knowledge base publishing purposes.- Taking on special projects and coordinating between departments and working closely with clients to drive the special projects to completion.- Help QA new products, features, and integrations. - Help identify usability enhancements and better ways of making products and features easier to use. - Managing Zoho Support system to optimize the system's value to the department. Show less

  • Implementation Business Analyst

    Oct 2018 - Apr 2019

  • Customer Success Manager

    Jul 2017 - Oct 2018

  • Manager of Customer Success

    Sept 2016 - Jul 2017

  • Supervisor of Customer Success

    Dec 2015 - Sept 2016

  • Customer Success Support Associate

    May 2015 - Dec 2015
• 

  Treehouse

  Feb 2020 - Aug 2020

  Mentor Code Reviewer

  - Provided mentor-ship and guidance in the Treehouse Full Stack JavaScript Techdegree Slack by helping coders get unblocked, answering their questions, and reviewing their projects.- Co-created a welcoming slack community culture where code students feel supported and inspired.- Graded Full Stack JavaScript Techdegree Projects and give feedback.Technologies:- JavaScript- React.js- Node.js- Express- Sequelize.js- SQL- Sqlite- Some jQuery- Fetch API- REST API Show less

• 

  WorkStep

  Oct 2020 - Mar 2021

  Customer Support Associate

  - Exceeded Support KPI's for ticket closures, positive customer feedback, and response SLAs. - Created and maintained a large internal reference documentation for all support operations.- Created and maintained customer facing documentation.- Provided exceptional customer support to customers from small SMBs to Enterprise.

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  OpenSesame

  Mar 2021 - now

  - Identified pain points and created the existing implementation request process and system for tracking and implementation tickets using Asana.- Responsible for all new technical rollouts and betas to ensure urgent issues are caught up front and enhancements are made to new integrations and new features rolling out. - Created and maintained the implementation internal documents that the team uses to reference any task we need to accomplish as an implementation team.- Qualified for Presidents Club twice in three years.- Completed an average of 20 implementation tasks a month.- Collaborated closely with our developer teams, customer success, sales, support, curation, and our third party partners to ensure the best customer experience for our customers.- Participated in RFP Pre Sales calls to explain any technical items and talk about our various integrations.- Pioneered our Single Sign On set ups for the integrations that use them as well as migrating CourseCloud users to using their own IdP for their learners to login to CourseCloud.- Mentored, led, and trained members of the implementation team. Show less - Identified pain points and created the existing implementation request process and system for tracking and implementation tickets using Asana.- Responsible for all new technical rollouts and betas to ensure urgent issues are caught up front and enhancements are made to new integrations and new features rolling out. - Created and maintained the implementation internal documents that the team uses to reference any task we need to accomplish as an implementation team.- Qualified for Presidents Club twice in three years.- Completed an average of 20 implementation tasks a month.- Collaborated closely with our developer teams, customer success, sales, support, curation, and our third party partners to ensure the best customer experience for our customers.- Participated in RFP Pre Sales calls to explain any technical items and talk about our various integrations.- Pioneered our Single Sign On set ups for the integrations that use them as well as migrating CourseCloud users to using their own IdP for their learners to login to CourseCloud.- Mentored, led, and trained members of the implementation team. Show less - Coordinate with the Customer Success team to manage technical onboarding and training for new customers- Project manage technical solutions and escalated issues for customers alongside the Customer Success and Support Engineering teams- Collaborate with the Sales team to deliver pre-sales technical demos and lead discussions on the technical benefits of OpenSesame - Communicate clearly and explain technical concepts to a less- or non-technical audienceManage and coordinate high level technical discussions around OAuth, API, web services, and related standards- Collaborate with the Product Operations team to define the support process for custom work and customer solutions outside of the standard support escalation process- Support Product Operations in the development and maintenance of documentation for pre-sales, technical onboarding, and customer solutions- Document and lead process improvements by working cross-functionally and understanding requirements from Sales, Customer Success, Support, and Product- Closely monitor trending issues and implementation blockers to improve processes, escalating to the Product and Engineering teams as needed Show less

  • Implementation Manager II

    Mar 2025 - now

  • Implementation Manager I

    Mar 2023 - Mar 2025

  • Implementation Specialist

    Mar 2021 - Mar 2023