Matt Mcdaniel Email & Phone Number

Menlo Park, Ca, Us

Continuum is a marketing services firm that works with leading clients to design, transform and run digital marketing operations that enable them to scale, optimize and improve marketing performance. With 500+ professionals in offices in Silicon Valley and Chandigarh & Gurgaon (India), our services include digital marketing operations, technology development, data operations and advisory services. More information available at continuumglobal.com

Menlo Park, Ca, Us

Menlo Park, Ca, Us

New York, New York, Us

Braze is the leading lifecycle engagement platform for marketing, growth, and engagement teams. We empower brands to humanize connections with customers, resulting in better experiences and increased retention, lifetime value, and ROI. With Braze, the world's largest enterprise and digital-first brands in dozens of countries on six continents seamlessly gather and manage actionable customer data, allowing them to reach their audience with targeted, personalized cross-channel messaging experiences. Braze has been named a Digiday Signal Award Finalist for Best Marketing Automation Platform, a VentureBeat Omnichannel MMA “Best Bet,” and was selected by Forbes as a Cloud100 Rising Star. Learn more at Braze.com

Singapore, Sg

Led the B2B client service, support and delivery team across Australia & New Zealand.Specific Responsibilities:• Managed and developed a team of 15+ Account Managers, Senior Account Managers, Account Directors, Senior Implementation Leads and Technical Support Analysts serving clients using Experian’s CheetahMail or Cross-Channel Marketing SaaS email technology platforms• Developed team processes and procedures to ensure best-in-class customer service and support• Managed growth, retention, and satisfaction of a portfolio of Tier 1-3 enterprise clients in a demanding and competitive digital marketing technology industryAchievements:• Achieved over 100% improvement ($1M) in EBIT contribution over one year by launching a successful offshore client support team in Malaysia, redistributing unprofitable accounts, incentivizing client profitability, and launching a new local client support functionSpecialties:Managing a vast array of disparate responsibilities, remaining calm and resolution-focused while managing platform incidents, listening and learning from front-line delivery teams to enact meaningful change

Singapore, Sg

Specific Responsibilities:• Managed and developed a team of Account Managers, Senior Account Managers, Account Directors and technical campaign implementation & support staff in the midst of constant organizational change and global challenges• Primary escalation point for all client and technology issues• Accountable for client satisfaction as measured by Net Promoter ScoreAchievements:• Achieved 10% existing client growth over one year while keeping NPS stable by launching new targeted program initiatives for clients and new team commission plans• Achieved 92% client renewal rate (8% above target) and less than 5% staff turnover by orchestrating detailed client renewal plans, encouraging team autonomy, developing new roles, and revamping team structures• Led version 2.0 development of a now-global SaaS product while acting as interim product managerSpecialties:Productivity and organizational tool implementation, business operations analysis, advanced data-led email deliverability troubleshooting and solution-finding

Costa Mesa, Ca, Us

Specific Responsibilities:• Managed and developed a team of B2B Account Managers: provided application training, trained on best-practice customer service & support processes, mentored, and shared industry insight• Managed all day-to-day contact, projects, timelines, digital strategies, service/support and relationships with top-tier clients; played key role in multiple client relationship-driven contract renewals over $1M annually• Acted as liaison between clients’ tech teams and CheetahMail custom projects team to integrate complex data and campaign processesSpecialties:Understanding client needs, balancing client demands and resource availability

Costa Mesa, Ca, Us

Specific Responsibilities:• Developed, tested and implemented custom API-triggered campaigns and automated data processes for clients with varying complex specifications• Set up, tested, deployed, and led the troubleshooting of advanced HTML email campaigns• Analyzed and interpreted reports and provided executive summaries to key client decision makersSpecialties:Out-of-the-box thinking for complex customer needs, live software demos to current and prospective clients, deep client issue or application troubleshooting

Costa Mesa, Ca, Us

Specific Responsibilities:• Set up, tested, and deployed HTML email campaigns within CheetahMail application with exquisite attention to detail and comprehensive campaign evaluation and reporting• Performed exhaustive QA to ensure flawless final output• Managed and prioritized aggressive deliverable timelines and provided best-in-class customer service & supportSpecialties:Ability to find and correct inconsistencies in data, formatting, code, and deep platform troubleshooting