Matt Goodman Email & Phone Number

• Partner with customers to identify and create solutions tailored to their business needs, including leading the development and deployment of custom AI apps, Knowledge Graph capabilities, and API integrations.
• Assess customers' business and technical requirements, quantify existing issues, and understand their tools, workflows, data structure, and integration points.
• Collaborate with the Customer Success and Account Management team to scope use-cases, validate technical feasibility, and oversee implementation.
• Work closely with the Engineering team to QA implementation outputs, calibrate, and iterate for optimal results.
• Develop new processes, systems, and workflows to expedite time to value for customers.
• Communicate customer feedback to the Product and Engineering teams to drive relevant product enhancements.

• Acted as a Product Management Consultant; partnering with enterprise organizations to operationalize Product Management best practices
• Independently led the implementation and enablement for customers in Productboard’s enterprise customer segment
• Crafted Thought Leadership and Webinar content to support thousands of product organizations with building successful feedback programs, prioritizing strategic initiatives, and ensuring they are able to effectively.
• Created customized content and led strategic workshops to support enterprise organizations with modernizing their product processes
• Executed multiple proof-of-concepts for enterprise prospects, with a 100% conversion rate
• Developed and documented custom integrations including importing feedback from Google Forms and Microsoft Forms into Productboard; leveraging Productboard’s open API

Toronto, Ontario, Canada

• Defined and managed the product strategy and execution for Hootsuite's Advanced Analytics offering, specifically focused on driving initiatives to provide customer value
• Worked with cross-functional teams including engineering, design, product marketing, user education, and legal to develop and enhance functionality as a part of our roadmap
• Coordinated with customer facing teams to identify and prioritize features to retain existing customers and increase overall ARR
• Created and managed our quarterly roadmaps and participated as part of our sprint planning and retrospects to ensure we are able to deliver our initiatives on-time, and at a high quality
• Provided mentorship, guidance, and coaching to junior members of the team, while ensuring they feel empowered to independently manage their work streams
• Gathered monthly and quarterly data around customer usage and retention data; utilizing this information to inform our product strategy and validate prioritization decisions

Toronto, Ontario, Canada

• Independently led the successful strategic and technical implementations of Hootsuite's top enterprise customers
• Worked cross-collaboratively with both internal team members and external stakeholders to accelerate project initiatives, resolve escalations, and uncover opportunities for further growth
• Developed and managed project plans to ensure solutions were delivered successfully, with minimal risk or delay
• Worked with clients and ISV partners to successfully create and implement custom integrations (e.g. Marketo, Salesforce, Eloqua, etc.) using Hootsuite’s REST API
• Acted as a Product Manager, through a stretch program with the measure product team, to help develop new features for one of Hootsuite’s most strategic products
• Delivered multiple knowledge sharing transfers through classroom and Q&A-based sessions

Toronto, Ontario, Canada

• Provided dedicated technical support, solutions modelling, and technical deep dives to mid-market and enterprise level accounts
• Assisted other members of the team and the organization as a whole via knowledge transfers and training sessions
• Collaborated with cross-functional departments both internally and externally in order to bring technical issues to resolution

Toronto, Ontario, Canada

• Developed and implemented solutions modelling for complex technical questions and issues in many areas of the Eloqua application including: Email Deliverability, Insight (BI), CRM Integration, API, Forms, HTML design.
• Wrote and/or edited over 1000+ technical and best practice articles both for support and external client usage for the Oracle Eloqua Marketing Cloud SaaS Platform and Oracle Content Marketing (Compendium) Application.
• While working within the framework of Oracle systems, looked for strategies and tactics to improve SEO and article consumption so that article hits and case deflection would increase
• Worked alongside management to create and execute strategies to improve both the quantity and quality of agent authorship, including a rewards and recognition program
• Built and sent out daily and weekly reports to management in order to track the progress of the Knowledge Base

Toronto, Ontario, Canada

• Independently led classroom sessions to train the new support hires in the Eloqua SaaS and Oracle Content Marketing Platforms
• Taught optimal verbal and written communication skills throughout the entirety of training, including when the support agents started working on technical issues with clients
• Worked alongside management as well as the training lead to improve the training process for new batches of hires
• Provided leadership, technical expertise, and assistance to a global team of Oracle Marketing Cloud support agents
• In charge of coordinating internal resources effectively to assist clients with complex technical issues

Toronto, Ontario, Canada

• Provided after-sales support for clients of the Oracle Eloqua Marketing Cloud SaaS Platform and Oracle Content Marketing (Compendium) Platform via phone and online portal
• Dealt with upwards of 25+ new technical and non-technical issues daily, which consisted of client questions, best practice scenarios, and critical problems that need to be troubleshooted and resolved within a timely.
• Managed and prioritized new and existing cases daily while keeping a high level of customer satisfaction, NRD and SLA compliance, high QA scores, and top surveys
• Communicated with cross-functional teams both internally and externally in order to resolve business-critical issues in a timely manner
• Helped to resolve a wide-range of client issues including: Web Tracking, Insight Reporting, CRM Integration (including SFDC), Deliverability, Email Rendering, and API
• Coached and offered advice to junior analysts when necessary to help build their knowledge, resolve client issues quickly, and assist the team as a whole