Matt Stevens Email & Phone Number

- Lead a team of 10 international Customer Success Managers, fostering a culture of respect and accountability in a dynamic environment.- Manage relationships with ~2,000 Residential SMB accounts, contributing to ~$70.5MM ARR.- Achieve >97% GRR, 98% response SLA, and 4.6+ CSAT team metrics.- Cultivate a customer-focused environment, driving a 20-point NPS increase over four months.- Collaborate on operational improvements with peer managers to enhance customer experiences, reduce churn, and improve response quality.

- Managed a ~$2.3M ARR portfolio, sustaining <2% churn and a 4.8+ CSAT.- Led over 250 client consultations, addressing complex challenges for non-standard trades.- Coordinated resources for six large projects supporting M&A, implementation, and feature adoption.- Identified and forwarded high-quality leads, achieving a 56% close rate and ~$50K in additional ARR.- Launched and grew the company’s first Veterans Employee Resource Group to 100+ members.

Nashville, Tennessee, United States

- Trained and mentored 20 multimedia journalists, enhancing unit capabilities in video and print journalism.- Established efficient HR processes, overseeing personnel transitions, readiness, and benefit management.- Created multimedia training content and promotional materials to support unit communications strategies.

Afghanistan

- Advised Afghan National Army leaders on intelligence systems and change management, driving sustainable improvements.- Facilitated group training, aiding in the Afghan-led implementation of a $3.2M drone program.- Recognized with a Bronze Star for service in promoting intelligence process improvements.

Anchorage, Alaska Area

- Provided tactical intelligence strategy and recommendations for senior leadership.- Supervised a team of analysts in data analysis, security, and process improvement initiatives.- Partnered with leaders in MDMP to reduce risks and optimize tactical decision-making.

Anchorage, Alaska Area

- Oversaw sustainment and logistics for a 100-member team, achieving a 90%+ readiness rating.- Led HR initiatives including retention, evaluations, and medical readiness.- Investigated and resolved loss prevention issues, recovering $100K in funds.

Mooresville, North Carolina, United States

- Managed 127 accounts with $600K ARR, specializing in pest control solutions for commercial clients.- Developed IPM programs aligned with NC Department of Agriculture regulations, enhancing customer outcomes.- Provided expert guidance in IPM, performing root-cause analysis and ensuring client adherence to treatment plans.

Bachelor'S Degree, Criminal Justice/Police Science

Activities and Societies: • Niagara University College Republicans, • Niagara University Army ROTC, • Niagara Index Campus Newspaper, •.

High School

Activities and Societies: National Youth Leadership Forum on National Security (Vice President), Youth and Government (President |.