Matt Grill Email & Phone Number

Responsible for transforming the delivery methodology, Customer Experience, and organizational structure of the UKG Pro Suite Implementation organization. Focus is on driving efficiency and quality improvements while significantly lowering cost of implementation.

• Leading a multi-year, strategic transformation of the newly combined UKG Payment Services group. Responsible for guiding the ~800 employee organization through over 50 major initiatives focused on driving a superior.
• Completed 32 strategic initiatives across the Support, Delivery, Operations, and Processing functions within Payment Services in the first 12 months
• Improved transactional Customer Overall Satisfaction scores by 9 percentage points and reduced the percentage of Dissatisfied scores by 40% through Support realignment and introduction of skills-based case routing
• Increased velocity across the Support function by 33% YoY and reduced backlog by 39%
• Reduced Cost to Serve by over 7% in first year through the development of new automation tools, process refinement, and buildout of offshore footprint
• Fully aligned organizational efforts via the introduction of MBO's and development of new metrics and dashboards

Lowell, Massachusetts

• Completed the evolution of the legacy Kronos WFR Professional Services, Customer Training, Integration/Tools, and Implementation Partner groups into Centers of Excellences. Developed and implemented a multi-pronged.
• Implemented new delivery methodology resulting in a 30% reduction in Time to Value and increasing project throughput by over 35%
• Introduced new internal tools and processes that increased overall Customer Satisfaction from 76% to 93%
• Completed reorganization of groups to increase efficiency and provide a more balanced workload, improving Employee Engagement from 64% to 90% with participation rates 90%+
• Rolled out new LMS for training, providing an enhanced Customer Experience and enabling the creation of training subscription plans to drive higher revenue
• Successfully launched offshore delivery and integration footprint to lower operational costs

Boston, MA

• Executed strategy focused on increasing efficiency, implementing new processes, and driving revenue growth and profitability. Responsible for the Professional Services, Project Management, Client Support, Sales.
• Completed re-org and consolidation of Partnership & Alliances team, as well as Professional Services, resulting in a reduction in department costs while still increasing productive output
• Created new implementation packages and streamlined PS delivery to reduce "custom-ware" projects and drive more repeatable, predictable, and profitable PS engagements
• Improved forecasting and deal progression processes resulting in 111% YoY New Business revenue growth for Partnership & Alliances
• Developed the strategy behind EDQ's global operational alignment project for Client Support and SaaS

Wilmington, MA

• Responsible for restructuring internal and client facing operations for Client Support, Professional Services, Sales Tax Services, Tax Research, and SaaS operations. Executed multiple efficiency improvements across all.
• Led carve-out transition from ADP to a standalone Taxware, managed corporate HQ move from Salem, NH to Wilmington, MA, and relocated India operations of Sales Tax Services back into the U.S.
• Redesigned Professional Services implementation packages to reduce the time and cost of delivery, improving quality and driving a 15% higher margin contribution
• Developed new Support case routing and Client Portal resulting in a 22% increase in Client Satisfaction
• Developed client retention and subscription sweep processes for Sales Tax Services and reformed internal procedures resulting in higher margin contribution

Solon, OH

• Managed the restructuring and operational efficiency improvements for Global Client Support including the implementation of new software, phone systems, and the integration of multiple acquisitions into MRI. Global.
• Restructured Support organization allowing for the reduction of staff from 115 to 85 employees, resulting in a significant increase in gross margin
• Reduced call abandoned rate from over 12% to under 4% in less than one year after implementing new call and case routing system
• Increased overall client reported satisfaction rates from 68% to just over 97% in the first year
• Developed new premium support offerings which generated over $1 million in additional annual revenue at a gross margin of over 50%
• Completed reorganization of Global SaaS team leading to streamlined operations, improved accountability and performance, as well as margin growth

Tucson, Arizona Area

• Rebuilt the Training and Technical Publication teams. Realigned departments to coordinate development efforts for both teams. Completed numerous process improvements throughout all organizations resulting in cost.
• Revised Sunquest iMentor LMS program to simplify client subscriptions resulting in a 10% increase in revenue and 27% increase in profitability generated by iMentor
• Managed launch of new Salesforce.com based Sunquest Empower Client Portal and accumulated more than 1,300 users across 280 client sites
• Developed and implemented benchmarking for Client Support as well as new QA measurements resulting in increased analyst productivity and higher client reported satisfaction.
• Facilitated the creation of an Employee Certification Program to expand internal knowledge base and reduce instances of single-threaded knowledge

Miami/Fort Lauderdale Area

• Established startup operations for providing Home Service USA products through Utility Channel Partner call centers. Managed strategic planning, business development, operational planning, and resource management..
• Negotiated two major contracts with First Energy and United Water, providing access to over 4.8 million customer contacts annually
• Developed inbound call routing and sales process to effectively offer Home Service USA products to eligible customers, including the integration of product offerings into call center IVRs
• Implemented new training program for both internal and Channel Partner call center employees

Fort Myers, Florida Area

• Progressed through multiple positions of increasing authority. Managed the startup of multiple 3rd party call center operations both domestically and internationally. Directed the production of all training materials.
• Redeveloped Sony Service Company’s training curriculum and materials, resulting in an increase in Sony’s First Call Resolution of 8.3% and Customer Satisfaction of 4.2% for Technical Support
• Instituted Sony’s online training courses and testing for internal Service Company call center employees as well as 3rd party vendor employees
• Instrumental in designing improvements and maintenance of CS3 software system/knowledge base
• Received the 2003 Special Recognition Award for contributions to the Channel Services Team