Matt Goodman Email & Phone Number

Toronto, On, Ca

• 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.• Created and led on-demand and live webinars to support customers with building their own AI apps.• Maintain a deep understanding of Writer solutions, the broader AI and LLM landscape, and customers' ecosystems to offer prescriptive recommendations.

• 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 share their product strategy through customized roadmaps• 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 and implementation, Program Builder, Web Tracking, Campaigns, and general best practices for marketers• 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 maintaining a high level of technical accuracy• 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 manner• 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• Became a Subject Matter Expert (SME) at HTML troubleshooting as well as the Oracle Content Marketing (Compendium) Platform