Matt Jackson Email & Phone Number

Cary, North Carolina , Us

Rapidly growing, SaaS technology provider to Education, Manufacturing, Government and Healthcare in North America, EMEA, and APAC. Acquired by Siemens SI from Clearlake Capital in June 2022Responsible for a global team of over 300 people delivering all post-sale service: Implementation, Training, Client Success, Professional Services, Customer Support, and Partner Delivered Services.* P&L responsibility for a $36M Services Business* Lead generation creating ~ 10% of bookings* NPS/CSAT voice of the customer* Annually secured $150M in renewals* Improved PS gross margins from negative to positive* 2022 Bronze Stevie award winner for Customer Service* Drove service and efficiency improvements through the implementation of: FinancialForce PSA, Salesforce chatbots, Knowledge Centered Service (KCS), internal and external knowledgebases, user community, Litmos self-service training, RingCentral, and Pendo driven self-implementation.As a member of the Executive Leadership team, we increased Enterprise value by >$1B through:* Grew the business from $100M and unprofitable to ~$200M and ~25% EBITDA margins in 18 months. * Acquired and integrated four business: one in Australia, one in the UK, one in the US and one in Canada* Increased TAM from $5B to >$20B * Took the company from multiple products to a platform* Redesigned our GTM and reduced CAC from >3X to 1.5X through SDR function build out, sales enablement implementation, ROI-based marketing spending, CABDB/propensity to buy and sales compensation normalization to market* Implemented 3-5 year contracts from 100% one-year* Set up global, weekly KPI reporting that drove decision making for the business* Built out an R&D CoE in India where >60% of our R&D work is performed* Expanded the business to multiple products in US, Canada, UK, and AUS* Rebranded the business from Dude Solutions to Brightly* Two successful exits: Warburg Pincus to Clearlake Capital & Clearlake Captial to Siemens SI.

Seattle, Washington, Us

OpsVantage provides effective solutions to the most complex business challenges. Specializing in PROCESS IMPROVEMENT, PROGRAM MANAGEMENT, TURNAROUND LEADERSHIP, MERGER DRIVEN CONSOLIDATION, SOFTWARE DEVELOPMENT OPERATIONS, CALL CENTERS, PROFESSIONAL SERVICES, ACCOUNT MANAGEMENT, REORGANIZATION, KNOWLEDGE TRANSFER, & CHANGE MANAGEMENT.► Effectively leading & managing at risk projects for companies of all sizes.► Successfully providing interim leadership of business units, teams, & products ready for growth and improvement.► Experienced in leading very large (200+ people) & internationally distributed project teams.► Conducting facility consolidations & closures.► Responsible for all aspects of projects: scope, quality & budget, including profit & loss.► Defining and implementing standardized processes and methodologies to address business needs.► Ensuring close coordination of cross-functional teams for smooth product launches & transition.► International and domestic go to market readiness.► Conducting assessments based on industry standard best practices.► Effectively mentoring/coaching in all aspects of leading & managing.► Responsible for the delivery and support of commercial products to user bases of more than 150,000.KEY ACCOMPLISHMENTS:✔ Resolved issues and restored customer confidence in several products facing recall.✔ Eliminated excessive SaaS implementation backlog, shorting the quote to cash cycle.✔ Turned around a product team that was 2 yrs behind schedule & $12M over budget, successfully bringing the product to market.✔ Reduced quarterly operational reporting costs by 98%.✔ Eliminated selling barriers responsible for > $1B in lost sales annually.✔ Successfully complete a failed merger integration of two multinational businesses.Contact Matt Jackson:425-246-0110 or mattj@Ops-Vantage.com

Denver, Co, Us

✔ Managed a Customer Care organization of more than 150 support reps and 12 National Account Managers.✔ Turned Customer Care from a sales impediment to a competitive advantage.✔ Led the National Account Manager team achieving 198% of annual sales goal.✔ Reduced cost per case by 65%.✔ Increased customer satisfaction scores for worst performing products by more than 20% and maintained satisfaction for all products above 92%.✔ Designed and implemented a cross selling program generating more than $60k of new sales per month.✔ Reduced new employee onboarding time from 12 weeks to 5 weeks.✔ Oversaw the successful consolidation of 4 CRM systems.✔ Implemented a service model to accommodate peak demand.✔ Lead the consolidation of 8 call centers to 3 regional hubs.✔ Reduced new case backlog by 43% in 6 months and fully eliminated new case backlog cases in 18 months.✔ Drove total open case days from 173k to 28k (84% reduction).✔ Implemented disaster recovery and business continuity programs.

Post merger integration of warehouse operations.► Promoted from Senior Project Manager into Senior Program Manager.► Successfully developed and implemented the technology, software, and multi-disciplinary business processes needed to migrate Homegrocer distribution facilities to the Webvan business model.► Effectively provided day-to-day leadership, direction, and management to the project and a core team consisting of 16 managers and over 180 technical and non-technical professionals.► Built enthusiasm and a sense of purpose for the project with management and the company, through honest communication of goals, vision, direction, and status.► Managed all aspects of the project: scope, quality, and budget.► Authored all documents defining the strategic direction and many defining tactical details.

Us

Matt Jackson, OPERATIONAL TURNAROUND EXPERT ► Responsible for the management of distribution center technology implementations for the U.S.► Accountable for on time & on budget delivery of multiple, concurrent $1.6M projects.► Designed, developed, and implemented standardized management processes, reports, and tools.► Prepared and delivered technical presentations to technical and non-technical audiences.► Exhibited excellent communication, problem solving, and facilitation skills. ► Designed, developed, and maintained the Project Management Office (PMO) website.

Jp

Matt Jackson, OPERATIONAL TURNAROUND EXPERT ► Productively managed large and strategic clients, including fixed price engagement and “at risk” project recovery.► Effectively led over 30 people in the software development department located in two countries, delivering mission critical software for a major client.► Accountable for budgets in excess of $3M.► Managed all aspects of the project: scope, quality, and budget, including profit and loss.► Implemented best practices and metrics based management.► Demonstrated ability to quickly learn new industries, technical information, and client culture.► Worked with executive management to plan strategic direction of client relationships.► Designed, developed, and maintained project websites.

► Effectively managed all SDLC phases to produce commercial products for data sharing via HL7, X12N, and databases.► Worked closely with customers to understand their healthcare / health insurance data, claims data, systems, and application integration needs.► Managed software development and implementation projects. ► Served as technical liaison to the customer and other departments.► Prepared and delivered presentations to clients, strategic partners, and employees.► Managed and mentored a customer focused DBA staff.

► Effectively managed all phases of the SDLC and developing commercial HL7 interface products communicating over TCP/IP. ► Collaborated with strategic partners on R&D to develop HL7 based patient monitoring device interfaces.► Provided end user technical support for HL7 interface applications.► Successfully saved the company $2000 per client by implementing a remote software installation process.

Bachelor Of Arts In Computer Science, Concentration: Project Management

Associate Of Arts (Aa), General Studies

High School