Matt Macnair Email & Phone Number

Bellevue, Washington, Us

Bellevue, Washington, Us

Full focus on scaling our entire CSM org, while on boarding new team members and leading two CSM teams. Continually driving improved back end processes, which led to the discovery and resolution of a ongoing ~$5M/year revenue leakage issue. Big focus supporting our enterprise customers, ensuring they are receiving best in class service as well as optimal integration of EV solutions. As our products, services and partnerships grow, the need to streamline solutions and clearly communicate these to stakeholders and our customer partners remains a top priority.

Bellevue, Washington, Us

Built out a new CSM team to support our Energy customers, while still supporting the insurance vertical. Began implementing scalable processes as well as identifying new opportunities to improve our customer experiences. Cross coordinated with our product and engineering teams to help get them up to speed from a customer perspective on what is needed and how best to prioritize those needs. Took on multiple new roles within this team to provide exceptional service to internal team members as well as our customers. On boarding, training and inter-team collaboration is an on going focus.

Bellevue, Washington, Us

Manage a team of customer success managers who partner specifically with our insurance customers. Continuing to support and drive a team of 5 csm's to provide white glove service to our enterprise partners while also rolling out new products and solutions based on our customers specific needs. Focuses include building scalable processes, updating best practices, on boarding ramp up, supporting new products and internally providing the customer success perspective on a large variety of topics. Built out and implemented an extensive on boarding guide, 30-60-90 day plan which includes evaluation criteria, internal blueprints for csm success which has been received well by the team. By focusing on the team's ability to ramp up faster into the role and with more supporting documentation, processes and means by which to evaluate knowledge base and understanding now in place, the level of expectation has been raised for the team, while at the same time so has the csm's motivation and level of confidence.

Bellevue, Washington, Us

Promoted to manage a team of 6 customer success managers across three verticals. Team building beginning with hiring, followed by on boarding, and providing a 3-6 month on going training depending on the csm's learning curve, with the focus of building a strong foundation to enable future growth and success of each new team member. Transitioning away from tribal knowledge and information silos, while simultaneously pushing towards more scalabe solutions and looking to implement efficiency gains within our internal processes, led to the production of a very thorough Customer Success Handbook which has been continually utilized since it was created. Additional focuses around team member goals, which center around optimization of workflow and insuring our customer partners have all the support they need on a daily basis. Implementing accountability driven goals that are specific to each vertical we serve has seen positive results and allows the CSM the ability to continue to push themselves by updating their goals on a recurring basis. Expertise with regards to workflow has increased in this role, I am able to touch all of our active enterprise customers through my team, this amplifies the learning opportunities for the team as well as keeps me thinking outside of the box frequently in scenarios when there isn't an existing solution. Success in this role is supporting my team on a daily basis while driving accountability, building out scalable processes that are implementable in a timely manner, identify>determining>implementing solutions both for internal and external workflows, acting as a interdepartmental liaison on a vast array of projects and providing world class customer support and service to a handful of our enterprise customers.

Bellevue, Washington, Us

Understanding and strategizing with enterprise clients across multiple industries including insurance, construction and solar, to provide customized and efficient operational processes to complex workflows. Continually setting and maintaining multiple priorities and executing in a timely manner. Internally navigating among multiple departments in order to prioritize and accomplish internal and external requests and tasks. Partnering with the sales team, my daily role is to be the POC for our customers, focused on identifying, establishing and maintaining positive operational and strategic perspectives with them. Developing an ongoing understanding of customers and building relationships built on integrity, candor and trust. Strong team player, responsible, loyal, capable of making decisions and recommendations in the best interest of both the customer and EagleView.

Bellevue, Wa, Us

Main focus revolves around generating and deploying ad campaigns (Facebook, Paid Search, SEO/SEM) based on industry research of best practices and other successful campaigns. Building marketing/sales documents to be used as informational leave behinds as well as added on our site. Generate monthly newsletters, deploy email blasts and analyze the click through rates of both, leading to optimizations for the next round. Research top targets in each targeted vertical, providing insight for our CEO when making strategic decisions. Create How-To/Step-By-Step, on-boarding PowerPoint presentations for new clients, also used by the sales team for training. Additionally, create How to Sell presentations which are provided to new sales folks joining our team. Responsible for updating our site and refreshing all content, coordinate design updates through our off shore Design Team. Produce How-To videos used on our FAQ page and YouTube channel. All these marketing responsibilities revolve around improving the user experience and building awareness of our product and platform abilities.

Bellevue, Wa, Us

Provide white glove service to all clients, pilots and prospects launching our customer engagement platform. Daily tasks revolve around building campaigns as well as POC's to be used as examples for the sales team's targets. Became an expert within the first week of joining the team, enabling me to provide exceptional customer support as well as ability to not only answer questions and provide solutions, but also be able to present and engage our prospects and customers. I meet with local targets and pilots in person to demo the product, help improve existing campaigns and build relationships ensuring those clients testing our product out know they are fully supported and feel comfortable requesting help when needed. Customers outside of the Seattle area are typically supported via conference calls and screen shares, remaining flexible in meeting their needs at every step of the process. Work closely with our Development team identifying bugs, errors and CX issues within our platform, while also maintaining clear communication with our off shore Design team - often having multiple calls per week in the later hours of the evening with my India counterpart. Provide a round the clock accessibility that allows me to stay engaged and on top of all requests and enables me to be the go to person for our customers, prospects, the sales folks, design & development teams as well as my CEO. Constantly juggling multiple tasks and projects that all carry a high level of priority while new developments and decisions are made daily. Deliver a positive attitude while ensuring no detail slips through the cracks or goes unresolved. Often addressing ambiguous situations and requests internally and externally while keeping the focus on delivering product awareness and functionality.

Lenexa, Kansas, Us

Promoted to Strategic Account Manager, responsible for managing three of our top ten clients. Maintain and grow relationships while focusing on increasing monthly revenue. Responsibilities remain consistent with the AM role regarding analyzing data, internally recommending optimizations to ensure optimal conversion rates, managing monthly budgets, end of month billing, resolving compliance violations and immediately responding to any issues or questions. Additionally, generate presentations for high level executives, which include traveling to meet and discuss annual recaps and future plans, benchmarks and goals. Remain an advocate for my school's best interests, lobbying the marketing team and executives internally to achieve their objectives and goals.

Lenexa, Kansas, Us

Responsible for managing a roster of ten Universities, Institutions and Colleges represented by an agency as well as one direct University, in online Lead Gen. EDDY is paid per successful lead delivered, we're evaluated and future allocations are based on the conversion rates. My main focus is finding ways to continually deliver large volumes of high converting leads on a daily basis. Sustaining high conversion rates opens up possibility for incremental increases and larger future allocations. Day to day responsibilities revolve around managing the $1 million plus monthly budget of my assigned accounts. Regularly updating pacing, sending out projections and negotiating and submitting monthly billables. Client interfacing daily by phone and email, keeping the lines of communication open is high priority. Utilizing marketing research and enrollment reports to identify and internally recommend optimizations for online campaigns, enabling the highest quality leads to be delivered. Working with our internal business intelligence and marketing teams to increase brand awareness for each school as well as analyzing relevant data impacting the school's marketing mix, in efforts of ramping up efficient channels and sources that produce high converting leads, while also scaling back on the lower converting sources when necessary. Developing and presenting executive level annual presentations, including potential areas of growth for the school and industry comparisons. Ensuring I advocate for my schools internally, helping to achieve optimal results against their enrollment goals. When applicable, up selling products when opportunities make sense and fit within the capabilities of each school. Keeping executive level management apprised of any issues that require escalating internally. Trouble shooting with our tech and ops teams to identify and correct any delivery issues. Helping to train internal account managers and coordinators when they join the team.

New York, New York, Us

As the Senior Account Manager I am responsible for managing multiple high volume accounts. I am responsible for accounting for all client needs and requests and delivering results within multiple deadlines. As a Project Coordinator, I am responsible for working with the art department in the NY headquarters to communicate and explain client's expectations clearly to ensure a satisfactory result is delivered to the client. In my position I find, filter, negotiate and execute a variety of vendor services (external illustrators, vehicle wraps, billboards, Sirius/XM radio schedules, online ads, photographers, external website updates, etc). I also travel to meet with clients, sometimes to oversee occurring projects to completion (photo shoots, etc) or participate in other client focused activities. Bayard Advertising has 11 offices around the country, working closely with the account managers from different offices to accomplish their client goals and requests is also a regular part of a day. I act as a liaison for all client project requests that are sent to the art department in the NY headquarters.

Dallas, Tx, Us

I oversee and manage the commercial and promotional inventory for four television stations - KING 5/KONG TV/NWCN/Live Well network. I am the supervisor of 8 Sales and Marketing Coordinators plus 2 Traffic Coordinators. I provide them daily support on a variety of tasks including training on all existing and any new programs or software systems. I am responsible for enforcing rate integrity, processing all commercial spots (approx $60 million annually) into our traffic system, ensuring quality workflow of the commercial inventory and provide fair and equal rotation among spot placement when necessary (includes making manual log changes).The sales department is comprised of 30 Marketing Executives and 8 Local & National Sales Managers, I work daily with everyone, assisting in direct spot placement, order approval, generation of various reports, and a variety of other requests that help the Marketing Executives to meet and exceed their client's expectations and goals. Additionally I work as the point person or in a liason role between the sales department and the rest of our building's departments and resources (accounting, creative services, master control, facilities, evening magazine, new day nw, graphics & news). I act as the facilitator of large projects that require multiple departments and resources from within our building (general graphics requests, NWCN Minutes, Children's HealthLink segments, etc).My strong work ethic continues to demonstrate I am a great team player, reliable resource and will always deliver results in a positive manner.

Dallas, Tx, Us

This position is basically an account manager. I worked with 3 local Account Executives on a daily basis to provide them and their customers excellent support for an array of tasks, including but not limited to: order entry, order management (makegoods - keeping the money on the books), direct client interaction, competitive spending reports, excel reports, powerpoint presentations, "how to" 1 sheets, etc. My attention to detail and very organized work style were helpful and also very much improved as a result of being a coordinator. I worked amongst multiple departments in our building to accomplish goals and assigned tasks to meet and exceed the client's expectations. I always delivered the expected result on time, usually while juggling multiple requests at once. This role molded me into a "go to" person in last minute situations as well.

Us

I lived on site, as the resident manager of a 28 unit building on the lower, Queen Ann side, of Magnolia. I was responsible for communicating with tenants about all building issues (scheduled maintenance, fire alarm test, deck replacement/upkeep, etc). I responded quickly to multiple problems and/or requests. Scheduled repairs with outside vendors/repairmen when it was a project that was outside of my realm of repairs. Always the point person, main line of communication between the building (tenants) and outside entities in all regards. I was in charge of collecting and depositing rents each month as well as keeping records up to date (storage, parking, phone rosters, etc). Posted vacancies, showed available apartments and was always able to close on potential new tenants when appropriate. I had a sterling record with the building accountant as well, always turned in completed collection reports and fully completed move out reports for anyone who vacated the building. I very much enjoyed doing this as a secondary job and the only reason it ended was because I moved to NY for a new career.

I was the sole outside sales representative for the Chamber. I sold memberships as well as sponsorship opportunities. I also ensured all existing members (600+) were satisfied with their membership and took advantage of Chamber events and member discounts. I developed relationships with a wide variety of people and during two months nearly doubled my monthly membership goal. This position also gave me very valuable experience in customer relations and gave me the opportunity to not only execute, but make myself an integral player in accomplishing member's goals. This was a great position to be a part of and also provided a great view of the B2B & B2C sales models.

Ba, Communication, English

Education record