Customer Success Manager
Resume:
MATTHEW R COTTER
Norco, CA **860
Phone: 909-***-****
E-Mail: ********@*****.***
Executive Profile
Specializing in Professional/Consulting Services | Customer Experience Strategy
Hands-on consulting leader who executes on business strategies while defining and building the organizational capability required to sustain success.
Proven record of sales/business development, client management, operations/infrastructure development, staff development, thought leadership and P&L accountability.
Passionate about creating sustainable long-term client relationships through exceptional services engagements.
Skill Highlights
Executive Communications/Status ReportingProfessional Services Methodologies(PMI/PMBO,Agile) and ProcessDevelopment
Resource Demand/Capacity forecast planning
Operational Performance Metrics
Benchmark/KPI Scorecard,
Leadership/Employee Coaching & Mentoring
Domestic & International Sales/Account Management
Strategic objective execution
Change Management/Business Process Reengineering
Channel Partner Development and Enablement
Professional Services Leadership
Professional Services Automation
Project Planning
CRM/ERP/BI/Contact CenterApplications/On-Premise and SaaS
QuickArrow/Clarizen/AtTask, Clarity,Stellent DMS,Replicon, Concur, Sharepoint, Google
Business operations organization
Product line expansion
Market Research & Competitive Analysis
Core Accomplishments
Managing Director of Contact Center Practice and Customer Experience Strategist at RightNow Technologies to drive seven-figure revenue expansion in existing accounts.
Led concurrent projects and implementation efforts to enable Surado operations to scale quickly with SaaS virtual infrastructure, security, localization framework, technical support processes, sales and marketing collateral for a three year global customer subscriber expansion initiative.
Professional Experience
MANAGEMENT CONSULTANT, 2012 to Current
Telecommunications Equipment Assessment
Consultant
Multi-National Real Estate Firm.
Led assessment audit of telecommunications equipment (mix of vendor platforms including Nortel, Toshiba, Avaya, and Cisco) across 36 property sites for large property management client using criteria such as current and projected utilization of inbound/outbound calls, end of life maintenance and support costs, and asset depreciation schedule.
Client's primary objective was cost reduction and a single standardized platform.
Produced set of findings and recommendations, resulting in high six-figure cost savings.
Social Media & Community Collaboration Reporting
Project Leader
Multi-National Market Research Firm.
Interfacing with client marketing executives, led team of consultants through software development lifecycle for a custom integrated reporting solution, leveraging data from the firm's marketing community forums and content management solution.
Performed project management, planning, requirements gathering, resource estimation and managed client satisfaction and scope.
SURADO SOLUTIONS (CRM Software) - Riverside, CA 2010-2012
Vice President, Operations/Program Management
Reported to the CEO, led global expansion program, managing concurrent projects in product engineering, data center, technical support and professional services, account management, and internal information services.
As a senior member of the executive team, key contributor in strategic planning for the organization.
Technology Advancement. Led build-out of multi-tenant, 4-tier virtual SaaS technology infrastructure to promote scalability up to 500,000 subscribers within 5 years.
Team Building. Motivated teams with incentive program to follow program roadmap of concurrent projects in order to meet aggressive milestone schedules for delivery of localized SaaS CRM product with competitive application features.
Sales/Business Development.
Managed sales efforts for on-premise product, oversaw RFP response process, client requirements discovery workshops, sales proposals, contract negotiations and client progress review meetings through post-deployment.
RIGHTNOW TECHNOLOGIES, INC
Customer Experience SaaS Software 2008 to 2010
Manager, 2008 to 2009
P&L responsibility for technical account managers whose primary objective was to serve clients as the RightNow subject matter expert.
As Customer Experience Strategist, conducted CE Assessments, provided best practices and guided customers to achieve business objectives utilizing RightNow's application platform.
Profitability.
PONVIA TECHNOLOGY, INC.
Remote Office 2005 to 2008
Managing Director
Global Call Center Practice Provided CRM expertise for newly launched consulting practice.
Led large-scale engagements including requirements gathering, project scope and design, and deployment of solutions.
Managed multiple delivery teams.
Reported to President and Managing Partners.
Representative projects include: Contact Center Technology Transformation.
Managed multiple large and complex customer service and customer loyalty technology solutions representing a $12M technology investment as part of the client's customer program initiatives, which projected a $14M Return on Investment.
Business Development.
Conducted comprehensive call center operational assessment, analyzed call flows and inbound call traffic patterns into inbound sales organization.
Findings and recommendations projected cost savings of up to $1.2M annually from reduced volume of external call transfers, improved call flow with ability to self-serve in the IVR.
SURADO SOLUTIONS
CRM Software Riverside, CA 2002 to 2005
Client Services Director
Responsible for customer services operations, which included technical support, professional services and retention programs.
Created scalable solution methodology, led to 50% adherence improvement on deliverable consistency, resulting in 28% improvement in Accounts Receivables, reduced implementation cost and revenue dilution.
E.piphany, INC San Mateo, CA 1999 to 2002
Group Director
Managed CRM implementation projects for global enterprise clients, interfacing with C-Suite executive steering committees to obtain business objectives, success criteria and top-down commitment.
Prepared SOW and scoping requirements for implementation engagements (marketing, sales, service) with revenue ranging from $500K-3M.
Projected engineering and project management staff utilization within 2-5% accuracy.
DATAWORKS, INC (EPICOR) Irvine, CA 1996 to 1999
Integration Services Manager
Managed $3.5M integration services practice, consisting of engineers and consultants.
Developed services methodologies to deliver third-party products such as Pivotal CRM, Cognos, Vertex and others.
Education
NORTH CENTRAL COLLEGE Naperville, IL
BA Business Management
CALIFORNIA STATE UNIVERSITY Long Beach, CA
Certificate, Coaching & Mentoring
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