Matthew Kitch Email & Phone Number

London Area, United Kingdom

Focused on accelerating customer time-to-value through Plug n Play and API Integrations.

Auckland, New Zealand

Responsible for the entire Product Lifecycle, including strategic planning, evangelism, customer discovery, delivery, Go-To-Market and iteration.• Partnered with the Product Director and business stakeholders to produce and continuously shape the Product Vision, Strategy, OKRs and Roadmaps.• Delivered complex midmarket/enterprise engagement & retention improving features, including a fraud analysis integration, API data feeds and group level branding.• Improved response times by up… Show more Responsible for the entire Product Lifecycle, including strategic planning, evangelism, customer discovery, delivery, Go-To-Market and iteration.• Partnered with the Product Director and business stakeholders to produce and continuously shape the Product Vision, Strategy, OKRs and Roadmaps.• Delivered complex midmarket/enterprise engagement & retention improving features, including a fraud analysis integration, API data feeds and group level branding.• Improved response times by up to 11x for critical API endpoints, leveraging sentry data to prioritise.• Led a cross-functional project that increased the CVR by 125% for monthly visitors to product signups, that Involved a complex Go-To-Market.• Strengthened the Voice of Customer and streamlined prioritisation through continuous research and frameworks for jobs-to-be-done, user personas and improved feedback tracking.• Collaborated creatively with engineers, QA and UX designers to define requirements and create prioritised feature backlogs.o Leveraged technical, security and compliance knowledge to ensure simple, secure, scalable and compliant solutions.• Led an agile SCRUM team through ceremonies, work prioritisation and direction to ensure timely delivery with pyschological safety.• Drove stakeholder and organisational Product alignment through workshops, presentations, demos and regular alignment sessions.• Managed integration partner relationships to identify mutually beneficial opportunities and enhance integrations. Show less

Auckland, New Zealand

Transitionary role into Product. Supporting a new leader to take over Customer Success and improving implementation & key account processes.

Auckland

Supported and influenced the Product/Engineering teams, including customer advocacy, problem analysis, requirements gathering, solutioning and release management.• Guided Roadmap prioritisation as the Voice of Customer champion, providing impact and problem analysis context.• Championed a collaboration feature that increased users per account by up to 50% and expanded our third largest customer.• Leveraged customer insight to improve the core sending UX, resulting in 95% user… Show more Supported and influenced the Product/Engineering teams, including customer advocacy, problem analysis, requirements gathering, solutioning and release management.• Guided Roadmap prioritisation as the Voice of Customer champion, providing impact and problem analysis context.• Championed a collaboration feature that increased users per account by up to 50% and expanded our third largest customer.• Leveraged customer insight to improve the core sending UX, resulting in 95% user satisfaction.• Identified UX enhancements that increased NPS by 26%.• Managed the Stripe payment gateway and Chargebee subscription management service.Spearheaded the Customer Success department’s growth and operational success. Also led strategic projects and accounts. • Led the CS team to achieve significant headcount growth, high employee NPS (88) and substantial revenue growth of 80-100% YoY.• Collaborated in the SLT to set, influence and drive strategy using OKRs and KPIs. Achieving ambitious goals in Activation, Engagement, Retention and Expansion.• Leveraged technical and project management skills to drive the delivery efficiency of complex enterprise integration implementations.• Managed our highest-value strategic enterprise accounts, focused on the finance and education vertical.• Reported to the CEO & Board of Directors. Show less

Led the entire product lifecycle for solo projects as a freelance software engineer:• Developed a blood analysis desktop application (Focuspect), enhancing efficiency and accuracy in naturopathy.• Designed and developed a boutique travel agency’s website (Bucket List Travel), enhancing user experience and driving increased bookings.• Created and managed an e-commerce site (Good Greens) for fresh produce delivery. This included integrating payment gateways.

New Zealand

Strategically managing and merchandising promotional stock. Ensuring product placement that drove sales and was easily accessible to customers. Using reports, seasonality, the knowledge of each department, and the Store Manager.

Team member in a variety of departments demonstrating the ability to quickly learn and adapt to new domains. Won many customer service awards and chairmanned the store safety committee from 2016 for a year. During the time as chairman, the store was one of a few to stay under the National average of annual injuries.Also demonstrated * Leadership and collaboration in running meetings, delegating key tasks, building safety initiatives, and promoting these with the safety… Show more Team member in a variety of departments demonstrating the ability to quickly learn and adapt to new domains. Won many customer service awards and chairmanned the store safety committee from 2016 for a year. During the time as chairman, the store was one of a few to stay under the National average of annual injuries.Also demonstrated * Leadership and collaboration in running meetings, delegating key tasks, building safety initiatives, and promoting these with the safety team * Ran training demonstrations to deliver safe working practice Show less

Assisted Pet STOCK with their migration of the Pet Market POS including all historical transaction data and live product information.

Constellation Drive, Auckland

Promoted to Head of Point of Sale - working with existing stores and acquisitions. Towards the end of the role assisted new business owners PetSTOCK with their acquisition.Responsibilities * Managing the system including data cleanup, import/exports, and configuration. * Liaising with the development team to resolve issues. * Providing technical advice to the business owner.

Joined PetMarket to launch as a new Pet Store chain in 2012. * Involved in setting up store for launch * Collaborated with the team and owner to grow the business * Assisted in POS setup, data validation/preparation and troubleshooting

Auckland, New Zealand

Weekend and part time work as a Sales Rep and Merchandiser. Assisting with new store setups.