Matthew Bylander Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

I managed a team of between 6-8 people while serving in the Renewals department, who were responsible for Fundraising Support, Renewal sales, and Professional Services consulting. I managed a $30M active client pipeline and was accountable for all aspects of the team’s performance from projections and forecasting to execution and achievement of both sales and renewal rate targets. During my tenure our team’s renewal rate for our flagship product increased -40% over the previous year. I also played an integral role in redesigning the Customer Success framework for Metasoft’s Enterprise client segment. The introduction of these new service offerings directly led to closure of multi-year renewal deals for several large clients, and gave our team new tools to support their nationally-reaching fundraising efforts.

Vancouver, Bc

At Slack, I led a team of 6-8 Customer Experience Agents responsible for providing timely, accurate, and friendly responses to customers. I received employee engagement scores of 100% and 98% across two team surveys during my tenure. My responsibilities included:- Providing support and guidance to Agents on my team with respect to their individual performance and career development. - Partnering with peers, Operations, Sales, Product, and Engineering teams to drive process improvement- Facilitating regular feedback, performance, compensation, and promotion review activities- Screening, interviewing, and hiring new team members- Acting as an escalation point for complex customer issues- Providing personalized support to customers via email, phone, and social media (Twitter)I also played an early role in the creation and launch of Slack's first Enterprise Support team. I led efforts alongside colleagues in North America, APAC, and Europe to identify the first global group of Enterprise "specialist" agents, compile learning materials and documentation for the team, establish new processes specific to onboarding and support of Enterprise customers, and create a reporting system to track team performance vitals.

Burnaby, Bc

I was responsible for daily operations of Ocuco's Client Services team and associated deliveries in Vancouver, BC. Our team provided software application support to North American customers for two software products - activEHR and Acuitas. My team also owned overall responsibility for daily management and maintenance of our Cloud solution, as well as QA and deployment of software updates as they became available for release.My other responsibilities included:- Acting as a subject matter expert and Management contact for complex escalations- End to end project management- Managing relationships with third-party vendors and partners as a company point of contact- Individual coaching and performance management- Coordination of external communications with our customers- Regular reporting of team performance against company objectives for Executive management- Sales involvement and communications with new and existing customers to help secure both new business and recurring service revenue.

Burnaby, Bc

My responsibilities involved project scoping and software implementation/learning facilitation (both remote and on-site). I managed a book of several accounts, guiding eyecare managers and staff through installation, business setup/configuration, training, and post-Go Live support processes end to end. I travelled frequently across the US to implement, train users, monitor site Go Live progress, or otherwise represent EMRlogic in client environments, and built experience working directly with Product and Engineering resources to bring problems to resolution.In this position I also played a key role in managing the relationship between EMRlogic and several of our Enterprise level accounts. My efforts helped us drive recurring renewal and professional services revenue to the tune of over $6M in a three-year period.I also contributed via team collaboration to initial concept of an enhanced application learning system, and developed that concept into a fully functional self-directed learning program designed for both DVD production and web based access. I was solely responsible for content production and narratives, and managed a team of professionals through related risks and milestones to meet an aggressive project deadline.

Collaborating with eBay's Learning and Organizational Development team on the design, development, evaluation and maintenance of department specific training programs for the eBay Trust and Safety Community Watch workgroup at eBay CS Vancouver.Administering department specific training programs (including scheduling, set up, communication, delivery, evaluation and tracking of courses).Attending and facilitating regularly scheduled meetings with Leadership teams to obtain feedback on training effectiveness, and capturing findings/learnings in order to improve the effectiveness of department specific training programs.Collaborating with the Learning and Organizational Development team, Operations Supervisors, Managers, and Quality teams to evolve the quality and consistency of department specific training programs.Acting as a Subject Matter Expert in the Community Watch field, and providing guidance/support to other areas of the eBay business including Product Development, category management, policy operations and enforcement teams, internal database administration.International experience, travelling to various US locations (San Jose, CA/Chicago, IL/Salt Lake City, UT) for periods of varying tenure to represent eBay CS and provide support for internal training and development in the Community Watch sector of the business.

Providing customer support within the Community Watch division of eBay CS. Reviewing customer auctions to ensure policy compliance and sanctioning/educating members when policies were breached. Acting as a subject matter expert and mentor, working directly with management and policy teams as well as other CSR's. I also began training classes in my workgroup during this time, before applying for the Training Support position in 2006.