Matt Bielak Email & Phone Number

Boston, Massachusetts, United States

United States

• Built a delivery organization for SMB customers that leverages a customer digital journey to support efficient scaling. Focused on persona based customer onboarding and retention.
• Lead a global team of 35+ Managers, Team Leads, and Individuals
• Manage a $550M book of business
• Exceed 85% renewal rate target by monitoring and mitigating leading indicators of risk to renewal
• Finalist in the SX Live Customer Experience Award for delivering a great overall SMB customer experience
• Deliver a weekly outcome-based renewal forecast to executive team

United States

• Rolled out standardized frameworks and processes, forming scalable customer success best practices allowing operational efficiency across the business.
• Managed a global team of 10 Managers and Individuals
• Responsible for Totango implementation including Journey Mapping, CTA creation, playbook development, MAU tracking, and health score
• Develop and measure customer journey KPIs for both SaaS and On Prem products for all segments
• Document CSM process and work instructions
• Generated CSM capacity model aligned to the customer journey deliverables

Boston, Massachusetts, United States

• Leveraged a data-driven approach as well as CS/ Gainisght frameworks, methodologies and strategies within TrueMotions's Customer Success Management (CSM) organization to build efficiency and operations. Developed and.
• Established high level performance by defining KPIs and process metrics for leaders, managers, and end users. Monthly readout provided to C-Suite
• Developed Gainsight workflow and introduced best practices by collaborating with CSM team; Resulting in a best-in-class SaaS operating environment.
• Responsible for Gainsight implementation including System Mapping, CTA creating, playbook development, and Heathscore. Built integration of analytics engine to drive Gainsight Healthscore

Greater Boston Area

• Owned assessment and improvement of Gainsight rollout and strategy to scale customer success. Implemented delivery KPIs and Targets to measure the service delivery as designed, including retention, expansion, and.
• Developed a scaling strategy to support SMB accounts via a pooled model
• Presenter at Gainsight Pulse Everywhere conference 2020 (How PTC Launched a Pooled CS Model in Gainsight to Deliver Outcomes at Scale)
• Gainsight Business owner o Owner of tool strategy o Responsible for migration to Gainsight NXT o Implementation of change management process o Implemented a Customer Heath Score to measure the overall health of the.
• Leveraged as customer reference for Gainsight

Greater Boston Area

• Manage the North American team of Technical Support Account Managers (TSAMs) and Technical Support Engineers
• Develop OLA between Engineers and TSAMs
• Developed and Deployed Low Cast Account Management model

Greater Boston Area

• Recognized as part of the Emerging Leaders program within PTC
• Manage the North American team of Technical Support Account Managers (TSAMs) and Technical Support Engineers
• Developed a program to identify and train high performing individual contributors to become entry level managers
• Matured TSAM business through ITIL (IT Information Library) best practice
• Developed scalable capacity model to support future service growth
• Facilitate global alignment regarding TSAM process and procedures

Needham, MA

• Recognized as part of the Emerging Leaders program within PTC
• Manage the North American team of Technical Support Account Managers (TSAMs) supporting Premium and Strategic Accountso Hiring, Midyear and yearly reviews, development plans, merit salary increase, recognition awards.
• Drive onsite customer meetings with the goal of building customer relationships, gathering actionable customer feedback, and securing service renewal
• Developed customer on-boarding documentation and process to fill multiple gaps within a newly formed service offering
• Developed New Hire Learning Path, coaching work instructions, and process to standup outside hires
• Built efficiency and capacity through creation of internal and external reports and dashboards

Greater Boston Area

• Provide Enterprise level Service Management for a set of Global Account's
• Acted as the technical liaison, trusted advisor, resource broker and customer advocate to coordinate with internal PTC groups and support and implementation of PTC solutions while maintaining high customer satisfaction
• Updated executive directors on consumption levels of existing contracts to ensure transparency of agreement thus establishing a trusted advisory consulting role which enabled a seamless renewal of the overall contract.
• Ensured the highest level of customer satisfaction by understanding and identifying the customer’s needs, building and maintaining strong working relationships and managing the account effectively with the virtual.

B.S., Mechanical Engineering

Bs, Business Management And Computer Information Systems