Matthew Lipstein Email & Phone Number

Somerville, MA, US

Boston, Massachusetts, United States

• Responsible for project management of the complete product lifecycle; continual improvement in operational efficiency.
• Gathered requirements through virtual and on-site customer interactions with multiple industry-leading companies through rigorous needs analysis
• Lead solution architecture efforts coordinating design and development teams
• Served as Development Manager and Agile Scrum Master, authoring comprehensive development tickets, planned sprints, and followed through to ensure quality and expediency
• Acted as the principal Subject Matter Expert for the product internally and externally
• Improved internal operational efficiency with new, and continually refined processes

Boston, Massachusetts, United States

• Responsible for post-implementation customer strategic initiatives and retention, driving platform adoption, identifying upsell opportunities, and minimizing churn risks. Regularly received a high-degree of positive.
• Handled over 80 unique customer accounts, representing more than $1.2 million in annual recurring revenue, including several multi-site strategic accounts
• Designed and executed a cross-functional project for a business-critical rollout of a new feature; successfully implemented and configured for nearly 300 customers 3 months with a customer satisfaction rating of over 99%
• Managed the development and implementation of a novel ERP integration that was blocking a strategic customer from achieving success and adoption within the platform
• Reengineered handoff process between implementation and customer success teams, improving information quality and reducing internal touchpoints

Massachusetts, United States

• Held concurrent responsibilities for supporting product management and marketing efforts to drive lead generation and conversion rates. Goals included minimizing response, average handling, and ticket resolution times.
• Reduced software configuration turnaround times by 60% through the creation of a configuration wizard and a new record creation process.
• Authored enhanced email campaign content that lowered the unsubscribe rate by 57% and executed a HubSpot data cleanup initiative that resulted in a 33% bounce rate reduction
• Accepted the additional role of product manager at the request of C-Suite in January 2022
• Conducted industry research to determine feature gaps; planned and executed several key projects using Asana to address them
• Designed and documented functional requirements with the CEO for feature development

Toronto, Ontario, Canada

• Built an ecommerce consulting business from the ground up that helped small businesses through their digital transformations during the pandemic.
• Guided the planning and execution of Cuties Los Angeles’s transition to a digital community and reduced hardware and software overhead by 33% resulting in a 42% operating cost savings.
• Created a connected digital ecosystem for Crave Catering Co. in Washington D.C. including a state-of-the-art catering software integration with Wordpress, Google Workspace™, and Woocommerce®, reducing annual digital.

Toronto, Canada Area

I earned a promotion at a startup company that developed a groundbreaking product information management (PIM) software and assumed accountability for leading all pre- and post-sale operations. I held responsibility for enhancing customer satisfaction and retention, and contributing to the acquisition of new customersI led the development of a one-to-many.

I was recruited as a subject matter expert to remotely direct the efforts of a new team responsible for managing a high volume of support cases.During my tenure, I implemented new phone, email, and ticket management processes that led to the retention of multiple at-risk customers and the prevention of significant annual revenue losses. Our team placed a.

Wheaton, Maryland, United States

• Managed all ecommerce sales, marketing, and fulfillment operations of a 10-person team for one of the highest-volume single-location musical instrument retailers in the U.S.
• Increased online sales from $40k to nearly $2M and decreased expenditures by $200k through insourcing of digital marketing efforts and transitioning from BigCommerce to Shopify Plus.
• Managed the development of an omnichannel, automated listing tool to integrate the company’s ERP to digital marketplaces including Amazon and eBay.