Matthew Ng Email & Phone Number

United States

Our mission at Mav Ads is to provide comprehensive digital advertising solutions, including Google Ads, Meta Ads, and more, to help businesses scale by increasing revenue and generating more qualified leads. We leverage cutting-edge technology, data-driven strategies, and our deep industry knowledge to drive exceptional results.

At Catena Engagements, we specialize in empowering eCommerce businesses to unlock the full potential of their marketing data. Our expertise lies in delivering a customized marketing analytics dashboard that align with your unique business goals and priorities. From crafting executive dashboards for high-level strategic oversight to building granular.

Seattle, WA, US

• Developed and executed live customer engagement programs that resulted in 37% of attendees creating community accounts, a 31% point increase compared to those who did not attend
• Troubleshoot customer problems to understand and triage customer needs with engineering to resolve customer issuesRedesigned web and mobile applications to improve UI experience and highlight product features
• Functioned as the voice of the customers and partnered with cross-functional teams to develop content and improve community experiences resulting in the launch of live customer engagement events & updates to 6 app.
• Proactively engaged and supported the user community, resolving issues and enabling power users
• Cross collaborated with the content team to update and develop documentation, improving community experiences

San Francisco, California, US

• Managed a $1.6 million book of business to onboard and develop client specific strategic plans to achieve client success goals and activate their account
• Develop cross-functional partnership to identify and create scalable internal processes, reducing monthly reporting tasks by 96%
• Monitor and analyze product data to identify opportunities and drive product value for clients
• Develop cross-functional partnership to identify and create scalable internal processes

Mountain View, CA, US

• Resolved product issues and urgent escalations via tier 2 and tier 3 support for sales teams and agencies to reduce client churn
• Built relationships with product teams to advocate for our clients and provided bug trends, achieving a 76% success rate in influencing product roadmaps
• Developed a strategic plan that leveraged global team resources and partnerships to reduce global support volume by 15% year over year
• Built relationships with cross functional teams to remove roadblock and accelerate progress
• Analyzed CRM data (leveraging SQL) to identify opportunities and improve client engagement success which led to a 61% improvement in engagement efficiency globally
• Analyzed data (leveraging SQL) and identified tool inefficiencies which led to support tool improvements by reducing support turnaround time by 50% globally

Mountain View, CA, US

• Trained, coached and managed a vendor support team on improving customer satisfaction scores which led to an increase in customer satisfaction by 7%
• Identified process inefficiencies and improved customer experience with navigating our help center
• Collaborated with cross-functional teams to develop web and mobile product launch strategy
• Developed and maintained onboarding product training curriculum and procedures
• Led weekly meetings and individual coaching sessions to improve our engagements with customers

Mountain View, CA, US

• Consulted with 80+ businesses per week on solutions to achieve client success metrics and Google’s customer satisfaction metrics
• Built relationships with customers to propose strategies and grow product usage which drove $1M annualized revenue growth for Google Ads
• Engaged with at risk clients and leveraged solution selling tactics to reduce customer churn
• Consistently met or exceeded quarterly revenue targets for desktop and mobile ad sales
• Analyzed customer data and identified opportunities to improve client experience for 30 account strategists, leading to 90% customer satisfaction rating
• Created global resources for mobile, video and display advertising strategies