Matt Kincer

About Matt Kincer

I’m a technical support leader with over a decade of experience building and scaling…

Experience

1. Manager, Premier Technical Support, Sales Cloud

   Salesforce

   Oct 2023 — Present · Bellevue, WA, US

   In my role, I lead a high-performing team of Technical Support Engineers dedicated to providing exceptional service to our Premier Sales Cloud clientele. I strive to uphold exemplary service standards by actively managing and enhancing performance across key metrics, including customer satisfaction (CSAT), productivity, time to resolution, and reopen rates. I prioritize continuous learning and professional growth within the team, fostering a collaborative and empowering work environment. By leveraging data-driven insights, I refine support strategies and optimize resource allocation to maximize our team’s impact and deliver outstanding results.Following are my key achievements:• Promoted culture of excellence by ensuring compliance with individual certification requirements, tracking certification metrics, and aligning with TSIA (Technology Services Industry Association) certifications.• Resolved complex technical challenges and implemented sustainable solutions by collaborating across functions with sales, product development, and customer success teams.• Determined and mitigated potential bottlenecks in support processes, streamlining workflows to enhance productivity and elevate customer satisfaction.• Spearheaded the optimization of Sales Cloud PagerDuty implementation and usage, driving efficiency and effectiveness in support operations.• Lead the Subject Matter Expert (SME) program, driving structured conversations between frontline experts and product teams to identify and prioritize product improvements, resulting in enhanced customer adoption and stronger alignment between product development and customer needs.• Designed and led an end-to-end customer feedback and friction analysis initiative to strengthen the support experience and inform long-term strategy.

Education

• Central Washington University

  Bachelor of Science

Skills

• Sales
• Office Management
• Microsoft Office
• Database Administration
• Customer Service
• Customer Relations
• Shipping
• Payroll
• Hiring
• Recruiting
• Inventory Management
• Management
• IT Solutions
• Xml
• Sql
• Endeca
• Search Engine Ranking
• SEO
• Html
• Project Planning
• Project Management
• Channel Partners
• Enterprise Software
• Account Management
• Sourcing
• Sales Management
• Time Management
• E-Commerce
• Saas
• Crm
• Leadership
• Salesforce.com
• Software as a Service (Saas)
• Customer Relationship Management (Crm)
• Search Engine Marketing (Sem)