Matthew Case Email & Phone Number

Kirkland, Wa, Us

Salt Lake City, Utah, Us

-Successfully led large teams to perform large-scale, enterprise Salesforce CRM software implementations-Leader of Salesforce Delivery, Technical, Marketing and Operations-Work closely with C-Suite and project sponsors

San Francisco, Ca, Us

Same as previous role with an emphasis on leadership, extra initiatives, and more influence into the Salesforce integration and its evolution as a product. Promoted to a Senior level.

San Francisco, Ca, Us

Same as previous role with an emphasis on leadership, extra initiatives, and more influence into the Salesforce integration and its evolution as a product.

San Francisco, Ca, Us

-Hand-picked to join a top-of-class team of product subject matter experts (SME) delivering Software Adoption Consulting services to customers with complex use cases often including Salesforce, Microsoft Dynamics 365, Oracle Netsuite, and 3rd party integrations. -Identified business process shortcomings and provided solutions internally such as designing, building, and managing Atlassian Confluence pages dedicated to summarizing product knowledge and maintaining up-to-date, key resources. -Led initiatives to facilitate cross-team collaboration (e.g. Syncing with European based teams to facilitate knowledge sharing and align best practices. Led and cross-trained colleagues as a “Google Champion” during a company-wide transition to Google workspace.) -Assisted in writing User Stories and performing UAT testing for internal Salesforce projects. -Project Management: Successfully managed many complex projects simultaneously, working collaboratively, internally, with various stakeholders, and with 3rd party consulting firms to ensure Customer success. -Guided, enabled, consulted, and trained Customers on advanced products within the DocuSign Agreement Cloud solutions showcase (e.g. DocuSign Apps Launcher, DocuSign eSignature for Salesforce, DocuSign Gen for Salesforce, DocuSign Negotiate for Salesforce, etc.) post sale.-Succeeded in the role by helping customers achieve a fast time to value, and adopt the products thoughtfully and thoroughly.-Consulted one on one and one to many, communicating highly technical products to audiences at both technical and non-technical levels.-Required an advanced knowledge of Salesforce Administration, User management, Process Builder, Custom Objects and Fields, Page Layouts, Profiles, Permission Sets, Lightning Actions, Buttons, etc. as well as maintaining DocuSign expertise, and technical software troubleshooting acumen.

San Francisco, Ca, Us

-Guided, enabled, consulted, and trained Customers on advanced products within the DocuSign Agreement Cloud solutions showcase (e.g. DocuSign Apps Launcher, DocuSign eSignature for Salesforce, DocuSign Gen for Salesforce, DocuSign Negotiate for Salesforce, etc.) post sale. -Succeeded in the role by helping customers achieve a fast time to value, and adopt the products thoughtfully and thoroughly. -Consulted one on one and one to many, communicating highly technical products to audiences at both technical and non-technical levels.-Required an advanced knowledge of Salesforce Administration, Process Builder, Custom Objects and Fields, Page Layouts, Lightning Actions, Buttons, etc.

San Francisco, Ca, Us

-Innovated ways to improve the team's efficiencies with Salesforce.com and other toolsets.-Cross-Trained colleagues on DocuSign product areas with a SME-level knowledge (Subject Matter Expert). -Guided, enabled, consulted, and trained Customers on DocuSign Agreement Cloud solutions post sale. -Succeeded in the role by helping customers achieve a fast time to value, and adopt the products thoughtfully and thoroughly. -Awarded the "CS (Customer Success) A&E (Adoption and Enablement Department) Q2 Rock Star Award – North America" for my leadership in a one to many webinar training series, being a key contributor to a Salesforce automation project, and exceeding key performance metrics. -Consulted one on one, one to many, and presented webinars showing best practices and training. -Identified solutions to meet business requirements in a highly technical SaaS environment, including integrations and connectors. -Strengthened project management skills, customer satisfaction, and self-drive in an atmosphere of project-based work.

San Francisco, Ca, Us

-Passed Tier 3 exam. -Brought a consultative approach to SaaS Support, while building strong relationships within the company and with customers. -Authored over 30 technical, internal and customer-facing articles, and walk-throughs (Salesforce KCS methodology), sharing best practices with DocuSign's Electronic Signature platform (web application), API's, Connectors, industry best practice workflows, and integrations like DocuSign for Salesforce. -Internal trainer and coaching services given to newer colleagues across multi-national Support team. Peer-Awarded an “Unsung Hero” award in 2018. -Exceeded all KPIs every review period, which included customer satisfaction surveys, quality of performance, and productivity.-Leveraged knowledge of SQL, Kusto Kazmon, and other query-based languages to analyze data of Customer Accounts to help solve complex customer problems.

Issaquah, Wa, Us

-Implemented new, more efficient ways of using the Support Ticketing system (Jitbit) while thriving in a technical support role where questions ranged in difficulty and scope. -Revamped internal policies and procedures with Google Apps, and spearheaded cross-organizational collaboration to increase company productivity. -Authored internal and customer-facing knowledge base articles to help deflect cases, and bring about consistency to the Support experience.

Redmond, Washington, Us

-Excelled in Technical Support, and exceeded all aggressive SLAs, KPIs, and OKRs. -Key contributor to implementing more efficient ways of managing Support Tickets (Freshdesk) and internal productivity tools (such as TextExpander, Asana, and Trello). -Improved usage of CRMs (Nutshell and Salesforce) to track customer accounts and interactions through the implementation process of Pushpay software. -Created a publicly facing Knowledge Base of over 75 how-to articles from scratch in 2.5 months, while managing about 150 Support tickets weekly, and supporting the post-sales team internally with operational duties.

Redmond, Washington, Us

-Account Management, on-boarding specialist, and implementation consultant for church and non-profit organizational staff for Pushpay product - a donation software (App, online giving, and texting).

Wisconsin Rapids, Wi, Us

-Provided excellent customer service for computer sales, computer repair, and Cellcom cellular (plans, sales, and device support) in a fast-paced environment, interacting with several customers daily. -Helped create company policies, organized them using Google Apps for Business, and shared up-to-date trends in technology with co-workers. -Created, organized, and executed group classes teaching Apple software, social media, and good computer habits to customers in-store. -Promoted to running a satellite retail and support location.

Stevens Point, Wi, Us

-During this hectic 2 week music camp event, I videotaped seminars, music lessons, and interviews. -Created daily highlight videos, and produced and edited 2 promotional videos which ended up becoming Marketing DVD's for the next year's camp.-Helped manage the Institute’s Facebook page during Internship.

Stevens Point, Wi, Us

-Private French Tutor and Computer Guide through an on-campus Tutoring and Learning Center while attending full-time college. -Helped peers and others with course content and prepare for success in French class, and using productivity tools on Windows. -Assisted peers in computer labs on-campus with basic troubleshooting and Windows and Mac programs, including non-linear editing software (Final Cut Pro).

Bachelor Of Arts, Communication Major - Media Studies Emphasis, And Philosophy Minor

Administration And Development Continuing Education, Salesforce.Com

Education record

High School Diploma