Matthew Trimble Email & Phone Number

Cary, North Carolina, United States

Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers.Responsible for customer communications and conflict resolutionJointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customerMonitor Customer Success through metrics and other measurements.Develop an understanding of SAS products and services available to help customers adopt and leverage the software to meet their goals and business needsDiscover opportunities for additional software, services, education and references and direct leads accordingly.Introduce new versions of software to existing customers.

Cary, North Carolina, United States

Establish and build broad relationships with customer, identify strategic opportunities, bringing the necessary domain and SAS expertise to assist with the development of new sales initiatives as well as existing SAS implementations. Communicate and present current SAS technologies and solutions as well as future direction. Lead teams working with the Account Executive in all customer related activities involving SAS while ensuring highest customer satisfaction. Helps to ensure that the customer maximizes the value of their SAS purchase and ensures adoption ultimately resulting in the preservation of our renewal revenue. Provides follow-up support in disseminating technical across both organizations.

Raleigh, North Carolina, United States

• Developing a client relationship at a senior and technical level.• Track progress and engage/drive past roadblocks to insure goals of the client and projects are met.• Communication of project progress to internal and external stakeholders.• Develop 30/60/90 day strategic plans with assigned clients and facilitate/track progress against goals.• Maintain historical and ongoing client specific details/touches.• Maintain knowledge and status of all client escalated Support/Service level delivery issues.• Proactive monitoring of critical issues, follow up on problematic upgrades/migrations.• Analyze and action invoice reviews to insure accuracy of Allscripts/Client inventory and keep client within committed payment cycles.

Raleigh, North Carolina, United States

• Second level support team that worked with developers on a regular basis.• Interact with customers to help troubleshoot and resolve highly complex product problems or issues.• Diagnose and resolve complex issues in the areas of system configurations/setup, product functionality, and bugs/enhancements.• Track and document inbound support requests and ensure proper notation of customer problems or issues.• Document problems and solutions to train lower-level support on how to properly address customer or product problems.• Communicate with product development department to improve on current design or to identify possible problems with design.

Raleigh, North Carolina, United States

• Support Advisor – in charge of supporting and training fellow teammates on any issues with the application.• Create trouble shooting and how-to documentation for both staff and clients.• Work with Project Managers to help identify, and resolve problems reported on clients issues.• Communicate daily with clients to provide status updates on escalated issues.• Worked daily with second level support to help find bugs in the application, and assisted in resolving complex issues.• Alpha and beta tested new and upcoming versions of the EHR application software.• Worked with clients on helping them with workflow issues, training, and any building needs of the application.• Used SQL queries to help diagnosis, and resolve client issues.

Raleigh, North Carolina, United States

• Worked on basic application questions regarding workflow issues, and any errors in the application.• Worked in Informix and SQL databases to help resolve client issues.• Responsible for monthly knowledgebase articles• Communicate daily with clients to provide status updates on logged cases.• Helped QA test various portions of the application

Durham, North Carolina, United States