Matt Wall Email & Phone Number

Austin, Tx, Us

I managed a $60 million ARR at Euna Solutions and steered process engineering and tool selection for multiple companies. I also oversaw a team of 100, including customer success managers, technical support, learning and adoption, and grant research. Furthermore, I led employee training and monitored key metrics. One of my most significant contributions here was recognizing the untapped potential within our existing customer base. To tackle this, I established structured processes for cross-selling and upselling complementary products and services. I also leveraged customer data and analytics to identify opportunities. Furthermore, I capitalized on existing customer relationships to position products as solutions to their pain points. By doing this, I improved customer engagement and drove sustainable business growth. Moreover, I recognized the need for a more dynamic and responsive approach to software development. To address this, I implemented an Agile framework within the engineering team and robust reporting and communication mechanisms to ensure that project progress and issues were tracked and resolved. I also overhauled the product roadmap process by instituting a systematic approach to prioritize and review feature requests. By embracing Agile methodologies and implementing systematic approaches to prioritization and communication, I drove innovation and delivered customer value.- Unified nine disparate customer success teams; established KPIs: ARR, NPS, churn rates.- Centralized customer data, conducted product education programs, and addressed gaps and data discrepancies.- Enhanced resource allocation, customer satisfaction, and organizational efficiency; defined clear expectations and roles for customer success managers.

NSS Labs was a respected security company that performed hands-on testing of the world’s leading cybersecurity products and executed tests that included endpoint, network, data center, and cloud security products. In this position, I spearheaded a multimillion-dollar portfolio, overseeing security testing teams and leading the Project Management Office (PMO) restructuring to improve customer request management and project scheduling. I also served as the main point of escalation for customers and ensured adherence to contract obligations.A critical success of mine was reorganizing the PMO and implementing a tool for overseeing customer projects. I did this by streamlining onboarding processes and tracking project milestones and resources. By doing this, I achieved a 100% on-time project completion rate.

Overland Park, Kansas, Us

At NIC, I oversaw financial processing for Texas government websites, product managing the development of over 60 government sites, notably Texas.gov. I also led quality assurance efforts and managed the company's annual profit and loss statement, totaling $24 million. I supervised teams responsible for help desk services, technical support, quality testing, credit card payment engine, and others.My most value-adding contribution here was navigating through communication challenges and adapting to new processes and expectations. I did this by upholding key performance indicators (KPIs) and compliance standards while transitioning from a private partnership to a multi-sourced model. I also prioritized and continued financial processing activities. By doing this, I successfully maintained service delivery and client satisfaction.Another high-impact contribution of mine was driving organizational success by streamlining project management processes. I introduced agile methodologies and implemented structured testing approaches. Moreover, I transitioned from ad-hoc testing practices and ensured thorough and systematic evaluation of project deliverables. These strategic changes enhanced efficiency, adaptability, and collaboration within project teams, resulting in smoother project execution and timely delivery of high-quality outcomes.

Round Rock, Texas, Us

During my tenure at Dell, I led the creation of an integrated services catalog on the company's online platform. I also developed internal tools and implemented Agile methodologies to streamline project management processes. Moreover, I spearheaded end-user marketing campaigns and collaborated with seven business units, including Services Marketing, PMO, and IT, to ensure alignment and success.One of my achievements here was bolstering our market positioning and outpacing industry rivals. I did this by thoroughly reevaluating and refining the service offerings to better align with evolving market demands and customer preferences. I also established consistent communication protocols across all levels of the organization. By successfully implementing the change management strategy, I drove growth and maintained a competitive edge in an increasingly dynamic and competitive landscape. I addressed prioritization issues by establishing robust mechanisms for evaluating and categorizing project requirements. I implemented daily scrum meetings to foster collaboration, transparency, and accountability within project teams. I also identified potential roadblocks and adjusted priorities to stay on track toward project goals. Furthermore, I emphasized meeting ISO compliance requirements to uphold quality standards and regulatory obligations. Doing this enhanced project success and organizational effectiveness within the PMO.To drive customer satisfaction, maintain long-term relationships, and drive business success, I identified recurring pain points, service gaps, and areas for improvement. By categorizing and prioritizing these issues based on their severity and frequency, I was able to allocate resources more effectively and address root causes promptly. Furthermore, I leveraged data-driven insights to quantify the financial impact of customer dissatisfaction. As a result, I reduced churn rates and increased customer loyalty.

New York, Ny, Us

During a pivotal time of internet growth, I initially took on the hands-on leadership of call center teams, which comprised more than 60 sales personnel. This responsibility quickly expanded to oversee performance metrics and operational efficiency across domestic and international call centers. In addition to compliance, I focused on conducting comprehensive pricing tests, which were critical for our strategic planning. Furthermore, I played a crucial role in developing and refining customer support tools, emphasizing performance metrics, and enhancing automation to streamline processes.In addition to these responsibilities, I spearheaded a global training program that reached over 16,000 staff members to propagate efficient customer support methodologies. The training was tailored to equip our staff with the necessary skills to excel in customer engagement and resolution strategies, uplifting overall service quality. My commitment to fostering an environment of continuous improvement has been pivotal in driving the success of our customer support operations.

Bachelor Of Science - Bs, Business Administration And Management, General

High School Diploma, General Studies