Matt Harrell Email & Phone Number

Raleigh, Nc, Us

Raleigh, North Carolina, Us

► Craft the Voice of Customer program by defining the infrastructure (process, tools, methods) to bring a consistent and recurring approach for gathering customer feedback and using product data to inform positive business outcomes. ► Organize tools and analyze product-related data, including performance metrics and user behavior analytics with tools like Pendo, HubSpot, MixPanel, Usersnap, Zendesk, and GA4 to build data-driven product decisions► Execute usability testing of product prototypes and new releases to gather user sentiment and usability challenges. Ran over 20 tests before Spring 2023 resulting in several UX improvements in onboarding.► Conduct UX research with in-depth customer interviews and performed task analysis to uncover unmet needs and experiences around how and why people give, why certain users earn more cash back and explore the concept of embedded banking for our customers. Crafted surveys for qualitative results to match with qualitative feedback.► Designed customer support protocols and systems to ensure a delightful customer experience. This includes the company stance towards certain policies and using the unstructured customer feedback to inform the Voice of Customer program. Customer support teams maintains a 94% satisfaction rating.

Raleigh, North Carolina, Us

Met the business's growth trajectory to oversee, mentor, and manage the day-to-day operations for Customer Success, Customer Support, and State PTA account relations team. I capitalized on product and domain knowledge of the customer base to understand and refine the customer experience and continue to drive product roadmap development. Notable Accomplishments:Revenue Growth► Identified and hired 5 Customer Success Managers. Drove adoption and the team closed a pipeline of opportunities in Q4 2021 that represented over $14M in total payment volume moving through the platform.► Doubled our back-to-school season (July – October) payment volume in 2021 and just exceeded our projections in Q4 2021.Product Enhancement► Oversaw product roadmap development driven by the Voice of Customer. Designed and built features for a new product-market fit that allowed us to grow State PTA partnerships from 1 to 41 and deploy our software to thousands of school PTAs overnight. ► Achieved predictable and reliable product release schedules through ongoing collaborations with the product team during 2-week Agile development sprint cycles. Account Management, Implementation, and Onboarding ► Enhanced the implementation timeline and deployed improved processes to secure and retain partnership contracts with 41 state PTAs. ► Engineered digital onboarding experiences with in-app guides to decrease the time to value for various persona types, deflect thousands of support tickets per month, and reduce training costs.Support and Customer Adoption► Drove product adoption by building in-app guides connected to a knowledgeable and trained CSM team expert in resolving issues that impacted revenue-generating features like e-commerce and fundraiser modules. Hired a VP of Sales to oversee this critical function.► Ran in-app and email NPS survey to identify high-usage/low-usage promoters/detractors and maintained a score of 30+ for 18 months.

Fractional Product Operations and Strategic Pendo Consulting and Implementation

As a co-founder of the company, in the early days I profiled over 15 membership management and collaboration platforms to identify a gap in the market for self-service membership management. After finding product market fit, I led all stages of the product development lifecycle. Executed an early outbound sale, internet/inbound marketing strategy that grew the platform into a multi-million-dollar transaction-based business. I built a high-performance C-Level leadership team and designed a user adoption and sales strategy from the ground up. Decisive leadership of different functional areas required for a startup operation.Notable Accomplishments:► Created and executed an effective sale and partnering strategy with CEO, which has grown the business to the largest PTA software provider in the country, serving over 14,000 local schools PTAs across 41 states.► Designed the initial data structures, front-end views, and clickable prototype. Led a team of five designers and engineers to launch the first web-based Ruby on Rails version of Memberhub.com. ► Drove the business to $120,000 ARR in the beginning, then pivoted the business model to target PTAs/PTOs and go free and big► Built out the initial sales and business development function, hiring a strategic leader to drive partnership development that became the company's CEO.► Maintained a 93% client satisfaction rating by building a Customer Support Team that handles over 7,000 support tickets during the back-to-school season.

Designed and built custom websites mainly on WordPress for non-profits and small businesses. Many of these organizations were also MemberHub customers. Offered branding and logo design services as well.

Raleigh, Nc, Us

Developed software for SoftPro's suite of real estate closing software. Using C# and Visual Studio .Net I worked primarily on ProTrust, the trust accounting tool. Built complex amortization modeling product, ProMort

Computer Science, Software Development And Business Management

Education record