Matthew Brown Email & Phone Number

Startup in early beta stage or application development.

Irvine, Ca, Us

Customer Success process design and account and renewal management as well as technical measurement of engagement, feature requests, success-related social media, and product documentation for Amplifi.io. Designing standardized onboarding process, customer scorecard, customer journey, and support processes. Identifying actionable data & insights - measure business impact, track learner progress, and evaluate content with our analytics suite and integrations. Working to create enterprise-ready support based on stringent security requirements and a global user base. Creating specialized learning paths based on external customer, partner, and internal user needs.

Farmington, Ut, Us

Co-creator of Goat Head Sole Spikes product and brand. Sole Spikes are a leader in aftermarket shoe traction products used in fishing, trail running, ice fishing, and other activities where you want extra traction. Sole Spikes have worldwide distribution and a very loyal customer base! I have been primarily responsible for all graphic and web design and all marketing efforts. Owning this business has been a great learning experience and provided me some awesome opportunities.

St. Paul, Minnesota, Us

Continued build out of customer success strategy and launched and hired new client account executive role for client sales and renewals with early, successful achievement of targets. Grew CSM team with additional hire and hired two client sales focused account executives. Assisted in creation COVID-19 outreach strategies for clients to ensure systems configured properly for tracking cases. Instituted first ever customer satisfaction survey and ongoing NPS surveying.

St. Paul, Minnesota, Us

Responsible for client facing teams that keep Central Logic customers running smoothly. Team includes PMO, Technical Support, and Implementation Engineering with two managers reporting to me as well the implementation team. Defining new, more efficient processes to drive success and growth of the team. Defining customer journey and CSM engagement process including intervention points and defined automated messaging campaigns to increase reach of team. Working with product teams to improve bug management and release communication. Partnering with engineering to ensure customer issues are addressed in a timely manner and conducive to developers time. Built an excellent track record for successful recruitment and hiring of over a dozen hires across 3 departments.

San Antonio, Texas, Us

Built and managed highly successful customer success, support, and services teams. Managed all aspects of post-sale engagement. Defined customer journey and CSM engagement process including intervention points and defined automated messaging campaigns to increase reach of team. Created customer contact and support process for call center, email, and other support tools. Created customer self-service resources and fostered user community to allow team greater focus on critical customer needs and proactive interventions. Successfully maintained high customer retention rates despite lack of major releases following deep company staffing cuts. Handled technical writing for product and website content. Influenced product and feature management focused on customer advocacy.

San Antonio, Texas, Us

Building global customer success team for early stage start up to ensure smooth customer rollouts of Moki managed devices and applications. Responsible for customer satisfaction from pre-sales through implementation and beyond. Direct management of team members and professional mentoring for customer facing roles. Established team member guidelines and metrics to measure success. Utilize tools such as Intercom and Hubspot to design and deploy automated onboarding messaging for customers. Manage all aspects of post sales engagement and created and implemented processes for customer onboarding, support, and professional services sales and delivery. Play a key role in product management and feature management, product mockup, and testing. Formulated QA processes and release acceptance testing, release communication, and customer interaction. Handled technical writing for product and commercial writing for company website. Supported clients including North American Bankcard, Belly, PayPoint, and many more. Also played a key role in partner relationship management.

Seattle, Wa, Us

Successfully balanced several concurrent and demanding Oracle Commerce Search projects filling roles as engagement manager, designer, and developer. Pre-sales support for account executive helping close several key service contracts. Co-created highly successful, standardized project discovery process focused on end user/customer needs for all new projects. Representative projects included: Golfsmith, O’Reilly, Guitar Center, Z Gallerie, Affymetrix, Sheet Music Plus.

Independent consultant specializing in web strategy, planning, and customer/user engagement. Key engagements included ARUP Laboratories, Catholic Healthcare Initiatives, EA Games, Xcel Energy, and MyHealthSupplier.

Waterloo, On, Ca

Supported regional manager in driving more than $3M in new services contracts. My calm demeanor, creativity, and listening skills were essential to winning the trust of demanding, frustrated customers and successfully completing their projects. I managed several distributed remote project teams - including international team members - and client relationships and expectations. Led major initiatives at McKesson, Seagate, and Robert Half International.

Us

Supported regional manager in driving more than $3M in new services contracts. My calm demeanor, creativity, and listening skills were essential to winning the trust of demanding, frustrated customers and successfully completing their projects. I managed several distributed project teams and client relationships and expectations. Led major initiatives at McKesson, Seagate, and Robert Half International.

Us

Supported regional manager in driving more than $3M in new services contracts. My calm demeanor, creativity, and listening skills were essential to winning the trust of demanding, frustrated customers and successfully completing their projects. I managed several distributed project teams and client relationships and expectations. Led major initiatives at McKesson, Seagate, and Robert Half International.Helped new and existing customers get the most out of their investment in content management and portal.

Us

Worked with several Fortune 500 companies deploying complex enterprise web applications and developing new extended software solutions. Responsible for project planning, scoping and implementation. Worked closely with customers to help them use complex software. Provided XSLT and front end training to sales engineering team to improve their efficiency customizing demos. My projects included Intermountain Health Care, Novell, Nuskin, The Church of Jesus Christ of Latter-Day Saints, Seagate, Nissan USA, Hitachi, Flowserve, Expedia, University of Michigan, Robert Half International, Behr Process, Autobytel, Hawaiian Electric Company, Wells Fargo, QAD.

Murray , Ut, Us

I was the first official Information Architect for Intermountain Healthcare and helped establish their e-Business department. I planned, designed, and implemented the first official IHC Enterprise Portal (https://www.ihc.net) based on Vignette technologies. Additionally I provided main portal and content support for site administrators and content contributors; developed and taught training courses for site administrators and content contributors; and created interface, content templates, and various portlets.

Created team of 12 premium support members including hiring and firing experience. Developed support team policies and procedures for new online shopping platform an early precursor to cloud-based, multitenant software.

Breese, Il, Us

I was selected as the Administrative Resident for the year of 1998-1999. I worked closely with hospital administrators on several key initiatives including financial analysis, presentation planning and design, development of employee training materials, and IT analysis projects. This was a great experience and set me up for roles as Manager of Hospital Telecom and Manager of Operations Analysis. I managed a staff of 8 telephone operators and helped with initial VOIP analysis and eventual purchase. I also built the hospital's first basic intranet where they could access key training materials, hospital newsletters, and cafeteria menus.

Master'S Degree, Health Services Adminsitration And Policy

Bachelor Of Science - Bs, Behavioral Science And Health