Matthew Wagner Email & Phone Number

Milwaukee, Wi, Us

Highly exceptional SaaS leader with a proven ability for leading and directing all implementation efforts from project conception to completion. Oversee and manage all aspects of client on-boarding, sales handoff to services, data conversions, configuration, consulting, deployment and ongoing services engagements. I have a demonstrated track record of developing, enhancing, selling, and delivering consulting/professional services and solutions. Provided C-Level managers operational/financial metrics and overall business results while ensuring profitable growth, quality of consulting delivery, and maintaining customer reference-ability. Directed and managed a professional services team of twenty with four direct reports. Through a private equity acquisition assisted with incorporating four professional services teams under one department. Managed and directed 4 different SaaS/On Prem software applications for the public and private security sector. Managing customer escalations in a mutually productive manner. Reduced average project implementation time from 120 days to 75 days. Oversaw implementation and development of projects, minimizing operational deficiencies and driving customer satisfaction. Represented professional services to external audiences through various sales and marketing avenues. Established team priorities, maintained schedules and monitored performance. Defined clear targets and objectives and communicated to other team members.

Franklin, Wisconsin

Highly exceptional SaaS leader with a proven ability for leading and directing all implementation efforts from project conception to completion. Oversee and manage all aspects of client on-boarding, sales handoff to services, data conversions, configuration, consulting, deployment and ongoing services engagements. I have a demonstrated track record of developing, enhancing, selling, and delivering consulting/professional services and solutions. Provided C-Level managers operational/financial metrics and overall business results while ensuring profitable growth, quality of consulting delivery, and maintaining customer reference-ability. Directed and managed a professional services team of twenty with four direct reports. Through a private equity acquisition assisted with incorporating four professional services teams under one department. Managed and directed 4 different SaaS/On Prem software applications for the public and private security sector. Managing customer escalations in a mutually productive manner. Reduced average project implementation time from 120 days to 75 days. Oversaw implementation and development of projects, minimizing operational deficiencies and driving customer satisfaction. Represented professional services to external audiences through various sales and marketing avenues. Established team priorities, maintained schedules and monitored performance. Defined clear targets and objectives and communicated to other team members.

Satisfies all Technical Support Group requirements, in addition to develop, lead, and motivate a team of Technical Support professionals to deliver excellent technical/non-technical support with outstanding customer service and satisfaction. Serve as an escalation point for the resolution of client issues.Key responsibilities and accountabilities: • Build business through existing customers by selling add on modules and training. • Support all Customers, Dealers and Sales Personnel and manage the resolve of escalated customer and vendor issues.• Works closely with managers in other departments, such as sales, on updating policies and procedures for client services.• Ensure that product implementations are managed in a timely and successful manner• Identify client issues and work with internal teams to create strategies for addressing problems• Provide customer advocacy, as necessary, for all post-sale implementation issues, until resolved• Prepare the Customer Support Team for new product/service releases.• Update and Maintain the Current Eagle Web Site using Northwoods Interface.• Manage and work with a team to implement Eagle Social Media strategies. • Coordinate with Pryia for assistance with Webitse design, SEO, Crystal Reports development. • Cerate and modify Crystal Reports for Customers.

Greater Milwaukee Area

The Merchandiser and Counselor (M&C) is responsible for providing world-class store service to our retail partners. This includes merchandising Scotts' products in the partner stores, in-store selling to and counseling with consumers and retail customers, executing store sets and constructing promotional materials. Selling to and counseling with consumers responsibilities consist of understanding and seeking out consumers needs, and then filling the consumers' needs with Scotts products. Merchandisers and Counselors also influence and educate retail customers on the selection and use of Scotts products as appropriate. This role works closely with the Sales Manager and store personnel to provide input and feedback on sales related issues, opportunities and inventory needs.

Franklin Wi

•Provided technical support to over 1000 different companies that had purchased one of the two Enterprise Incident Based Reporting Systems (IBRS) •Handled inbound support calls, emails, software testing and online chat for end users that were using our software.•Worked with software developers to discuss different software issues relating to active reports, crystal reports, IIS, SQL Server, testing and applications the company developed.•Troubleshooted, created and modified views, stored procedures, scripts, and queries that were created with SQL Server 2000 and SQL Server 2005.•Worked with clients and was independently responsible for installing the web based Incident Based Reporting Software (IBRS) on IIS and updating the SQL Server databases for each release.

Bachelor'S Degree, Mass Communication/Media Studies

Bachlor'S, Mass Communication

Activities and Societies: Rec Basketball, Rec Volleyball and Football