Matt Kerste Email and Phone Number
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As a member of Blackboard's support management team for K12 SaaS products, chiefly Web Community Manager, I manage a group of skilled and dedicated support reps, and routinely handle case escalations that require input from other teams. I also engage regularly with other members of the support management team within Blackboard to ensure that we're following best practices, meeting applicable metrics, and providing effecient, prompt support to our clients. To further ensure that our clients have a positive experience, I also work regularly and productively tto handle concerns raised by our Client Success and Account teams, and to bring issues to Product Development, Product Management, QA, Managed Hosting, and Operations teams. Over the past several years, I've also expanded my knowledge of accessibility requirements for the web, working with many school districts and with representatives of the Department of Education's Office for Civil Rights.
Finalsite
View- Website:
- finalsite.com
- Employees:
- 160
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Senior Manager, Community Engagement Client SupportFinalsite Oct 2022 - PresentEvanston, Illinois, United States
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Senior Manager, Community Engagement Client SupportBlackboard K-12 Oct 2021 - PresentManage a team of support professionals supporting Blackboard's K-12 offerings, and work with the broader support management group to maintain best practices and drive client satisfaction. Position also involves continued close cooperation with other teams (Product Management and PD, GCX, SRE) to ensure our products and services meet client needs -
Client Support ManagerBlackboard K-12 Jun 2014 - Oct 2021Evanston, Illinois, United StatesManage a team of support professionals assisting the clients of a market leading CMS/website solution for K12 school districts across the US. This has involved managing a changing team of local, remote (in distant offices) and fully remote employees. Separate from direct client support management, I also work closely with other groups within the company, including the Product Management (offering advice on prioritization) and with assorted points of escalation to effect the resolution of product defects or other difficult-to-resolve situations.Outside of the usual client-initiated support requests, I also work closely with our field/sales team to ensure that pressing client needs are addressed. I also work with other members of the wider company's support management team, to evaluate and develop best practices.
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BooksellerBarnes & Noble 1994 - Mar 2020Bookseller, responsible for merchandizing tasks as needed, with occasional roles in receiving and training. -
Educational Techology ProfessionalBlackboard Engage Apr 2006 - Jun 2014Chicago, Illinois, United StatesWorked first as a technical support representative and then, beginning in 2013, as a support team lead for a SaaS CMS and gradebook product, assisting clients in assorted troubleshooting steps, and eventually taking on a role specializing in a suite of tools designed to extract school district SIS information in order to populate client websites within the product. -
Software Support TechnicianThe Mcgraw-Hill Companies 1997 - 2005
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Customer Service RepNtc/Contemporary Publishing 1998 - 2000
Matt Kerste Skills
Matt Kerste Education Details
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History, International Studies
Frequently Asked Questions about Matt Kerste
What company does Matt Kerste work for?
Matt Kerste works for Finalsite
What is Matt Kerste's role at the current company?
Matt Kerste's current role is Senior Manager, Community Engagement Client Support at Finalsite.
What is Matt Kerste's email address?
Matt Kerste's email address is mkerste@bn.com
What is Matt Kerste's direct phone number?
Matt Kerste's direct phone number is +184795*****
What schools did Matt Kerste attend?
Matt Kerste attended Northwestern University.
What skills is Matt Kerste known for?
Matt Kerste has skills like Technical Writing, Software Documentation, Troubleshooting, Training, Web Applications, Customer Service, Quality Assurance, System Administration, Crm, Account Management, Saas, Leadership.
Who are Matt Kerste's colleagues?
Matt Kerste's colleagues are Geoffrey Dix, Nicole Johnson, Hailey Smith, Gaston Irby Iii, Joanna Ashlock, Calin Gabriel Mihaescu, Gunasekaran Chandran.
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