Matt Doggett Email & Phone Number

Pflugerville, TX, US

San Jose, CA, US

Global Head of Customer Engineering & Support - Adobe Commerce - Event Management & Observability - Cloud and Application support- Sustaining Engineering- Voice of the Customer- Support Automation - #customer-first- Happy People = Happy Customers

Cupertino, California, US

• Responsible for overseeing successful large scale platform integrations of Apple products in the Education, Enterprise and Commercial. Oversee the deployment and integration of software and service for as many as 50k.
• 100% services revenue growth over last 18 months
• Client Consult led to $525 total cost of ownership savings per unit; successful integration also led to an increase of Mac mix from.05% to 32% over 12 months
• Increased service attach rates from 23% to 43% over 12 months
• Day one service pack and O/S release readiness
• Introduced service partner program which drove CSAT from the mid 80’s to 98%

Round Rock, Texas, US

• Performed due diligence and value assessments on potential mergers, making executive recommendations on the value proposition. Oversaw the acquisition of newly obtained service organizations. Led the acquisition of.
• Achieved 121% integration revenue targets with Quest software acquisition
• Record of retaining 100% of key talent across various acquisitions
• Improved customer success conversion rate by 10% through renewals optimization

Round Rock, Texas, US

• Drove service sales in the midmarket channel for 1000 key accounts with the average sale ranging from $50K to $250K in services. Developed business strategies to drive attach rates, revenue pipeline and creating.
• Increased service revenue by 20% and support services by 40% over 24 months
• Expanded team into multiple sales channels
• Saved $5M through building an authorized field partner program for our retail channel

Round Rock, Texas, US

• Took on a leadership rotation to help stand up Dell’s new indirect channel strategy with retailer, Best Buy. Shifted Dell’s product timelines and milestones by working collaboratively with Product, Supply Chain.
• Successfully moved launch timelines up 3 months to meet the retail model
• Consistently executed on time delivery to distribution centers
• Designed and integrated end to end Best Buy support as a new indirect re-seller
• Redesigned packaging core team to introduce a scalable retail packaging solution

Round Rock, Texas, US

• Launched new premium technical facility in Ottawa, Canada. Oversaw site selection, BPO management, recruiting, training, operations and developing a customer centric culture.
• Ramped to 650+ permanent and 400 international outsourced employees
• Customer Experience scores consistently above 90%
• 36.7% attrition; significantly below industry standard
• Introduced successful transition from inbound support to fee based
• Site Leadership Award presented by SVP

Round Rock, Texas, US

• Responsible for growing Dell’s global call center footprint to accommodate the demand for services. Oversaw program and account managers for the successful end to end launch of multiple international Dell badged and.
• Planned and ramped 250+ employee Dell sites in multiple Panama and Philippines locations
• Established outsource locations in Florida, Canada, Philippines, Argentina, Chennai, and India
• Supported over 7,000 agents globally

Bachlors, Business Administration

Education record