Matt Thompson Email & Phone Number

Denver, Co, Us

Boulder, Colorado, Us

As the VP of Customer Success and Interim COO at Section, I lead our Success and Solutions Engineering teams to deliver exceptional experiences for our customers, helping them achieve their desired outcomes and realize the full value of our solutions. A core focus is partner management and helping to drive new sales, and I am a key contributor to our product-led growth strategy, which focuses on leveraging our product as the primary driver of customer acquisition, conversion, and adoption. Finally, I place an emphasis on enhancing the overall customer experience, improving internal operational processes, identifying and driving expansion opportunities, and ensuring high renewal rates.

Overall responsibility for the strategic and tactical leadership of Glowpoint’s Technical Support, Conference Production, Customer Success and Scheduling, Implementation/Project Management, and Service Management teams. These teams manage a 24x7x365 operations center that supports thousands of transactions per month with video conference meeting success rate of over 99.5% and industry leading service levels.• Core focus on customer satisfaction, driving operational efficiencies through automation and strategic process and in forming relationships with key Glowpoint partners and vendors.• Customer Success discipline with an emphasis on ensuring customers achieve their desired outcomes, increased adoption, enhancing the overall customer experience, and maximizing revenues through expansion and renewals. • Implemented automation and cross-functional support within the business that has increased customer satisfaction while driving down operations costs.

• Responsible for overseeing the operational teams focused on delivering executive and high profile video conferencing services to the entire customer and partner base.• Focused on improving service levels, implementing new process to ensure higher video conference success rates and in defining new and sustaining success metrics that assisted in making better decisions for the business and customer.• Implemented a strong culture of accountability, customer service and transparency within the teams.• Ownership of the operational, customer and business integration of Affinity VideoNet after the acquisition by Glowpoint. Ultimately responsible for the successful integration and migration of a customer base that contributed $13+ million in annual revenues.

• Responsible for overseeing all areas of operations including Customer Service/Success, Technical Support and Scheduling. These teams delivered managed support services centered around brokering video meeting suites for high level/executive video conferences, the management of customer video conferencing device and network services and in the production and support of all managed video conference meetings. • Successfully transformed the operation with the goal of re-positioning customer support towards executive level services that were complimentary and ancillary to the core video meeting suite business.• Transitioned the operation from the east coast and built a team in Denver that resulted in no customer impact and increased revenues.• Drove a culture of customer success through retention, cross-selling and up-selling additional services that increased usage by over 50%.• Focused on improving systems and support tools that streamlined support and ensure Affinity VideoNet services were more easily adopted by customers.

Chicago, Il, Us

Lead the strategic direction for entire Web Support Operations Team (Tier 1, 2 and 3), Client Services, Operations Engineering (Application Support), Media Engineering, Event Services and Account Fulfillment Teams. Direct a management staff of 7 and operations team of over 100.• Instrumental in restructuring Web Only Support into one organization with consistent standard of quality.• Successfully managed the transition of $5 million in revenue in operator-assisted business from long-term outsourced vendor to in-house team.• Reduced operating costs by $600k by consolidating audio support teams in one location.• Leading global support implementation of new web services, including alignment of teams to be a true global web support organization.• Reduced operating costs and drove additional revenue by aligning Event Services. • Manage relationships with key vendors including Microsoft, Cisco WebEx, Adobe and IBM. • Implemented CSAT and Transaction Monitoring practices to drive employee performance and enhanced customer service and support.• Introduced Knowledge Base, Chat Support and other self-help practices to drive down call volume and increase transactions per agent.• Work closely with Executive Leadership team on strategic planning, departmental savings and cost forecasting, customer relations, and interdepartmental relations.• Key operational role in new web conferencing software releases. • Championed employee development, and open communication during company transition resulting in increased performance levels and retention of all team members.• Drove efficiency improvements, which resulted in teams being able to maintain pre-acquisition revenue base with reduced base of operations. • Headed multiple migration efforts including the integration of support teams. Redesigned operational procedures, and trained team members to improve technical skills. Best practices from teams now being implemented company wide.

Promoted to Operations Manager, and assumed additional responsibility of managing a high performing technical support and customer service team.Managed Level 1/2 Technical Support teams. Organized and created departmental processes and procedures; provided training and technical troubleshooting.

Provided Level 2 technical support to customers and sales team for all web and audio conferencing service offerings. Created and tracked trouble tickets, conducted internal and external training, and maintained a technical knowledge base.

Us

Ba, Kinesiology

Mba, Business And Technology Management