Matt Bielak

About Matt Bielak

Detail-oriented and dynamic professional with extensive experience and a proven ability to drive business transformation to define, build, and mature a customer success organization. Adept at delivering a consistent and efficient service measured through OKRs. Change management leader with a history of overseeing the implementation of multiple technical solutions to solve CS problems, including Gainsight, Totango, Pendo, Qlik, Salesforce, and Marketo.

Experience

1. Vice President of Digital Customer Experiences

   Semrush

   Dec 2023 — Present · Boston, MA, US

   Responsible for the execution of a comprehensive digital customer experience strategy aligned with the organization\'s overall business objectives. Identify opportunities to enhance the customer journey and deliver a best-in-class experience.• Customer Persona and Journey Mapping: Conduct in-depth research and analysis to understand customer personas, pain points, and needs. • Create detailed journey maps to identify critical touch-points and areas for improvement.• Omni-Channel Integration: Collaborate with cross-functional teams to integrate and optimize the customer experience across all digital channels, including website, mobile app, social media, email, and chat support.• User Experience (UX) Design: Work closely with UX designers and product teams to ensure that digital interfaces are intuitive, user-friendly, and visually appealing. Advocate for a customer-centric design approach throughout the product development process.• Data-Driven Insights: Utilize data analytics and customer feedback to gain insights into customer behavior and preferences. Use these insights to make data-driven decisions and continuously improve the digital customer experience.• Personalization and Segmentation: Implement personalization strategies based on customer data, allowing for tailored experiences and relevant content delivery.

Education

• Wentworth Institute of Technology

  B.S., Mechanical Engineering

  2004 — 2008

• Plymouth State University

  BS, Business Management and Computer Information Systems

  1993 — 1997

Skills

• Enterprise Software
• Sales Management
• Account Management
• Negotiation
• Cross-Functional Team Leadership
• Salesforce.com
• Technical Support
• Team Building
• Management
• Training
• New Business Development
• Microsoft Office
• Product Development
• Cloud Computing
• Saas
• Project Management
• Leadership
• Manufacturing
• Microsoft Excel
• Xml
• Unix
• Solution Selling
• Product Management
• Strategic Planning
• Process Improvement
• Customer Service
• Business Development
• Integration
• Software Development