Matt Harrell
- Role
- VP of Customer Success at Givebacks
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Matt Harrell
I am a co-founder and the VP of Customer Experience at Givebacks, a platform that enables…
Experience
VP of Customer Success
Aug 2019 — Present
Met the business\'s growth trajectory to oversee, mentor, and manage the day-to-day operations for Customer Success, Customer Support, and State PTA account relations team. I capitalized on product and domain knowledge of the customer base to understand and refine the customer experience and continue to drive product roadmap development. Notable Accomplishments: Revenue Growth Identified and hired 5 Customer Success Managers. Drove adoption and the team closed a pipeline of opportunities in Q4 2021 that represented over $14M in total payment volume moving through the platform. Doubled our back-to-school season (July – October) payment volume in 2021 and just exceeded our projections in Q4 2021. Product Enhancement Oversaw product roadmap development driven by the Voice of Customer. Designed and built features for a new product-market fit that allowed us to grow State PTA partnerships from 1 to 41 and deploy our software to thousands of school PTAs overnight. Achieved predictable and reliable product release schedules through ongoing collaborations with the product team during 2-week Agile development sprint cycles. Account Management, Implementation, and Onboarding Enhanced the implementation timeline and deployed improved processes to secure and retain partnership contracts with 41 state PTAs. Engineered digital onboarding experiences with in-app guides to decrease the time to value for various persona types, deflect thousands of support tickets per month, and reduce training costs. Support and Customer Adoption Drove product adoption by building in-app guides connected to a knowledgeable and trained CSM team expert in resolving issues that impacted revenue-generating features like e-commerce and fundraiser modules. Hired a VP of Sales to oversee this critical function. Ran in-app and email NPS survey to identify high-usage/low-usage promoters/detractors and maintained a score of 30+ for 18 months.
Skills
- Team Building
- Ruby
- Vmware
- Software Development
- Git
- Saas
- Apis
- Web Design
- Management
- Web Development
- C++
- C#
- Software Engineering
- E-Commerce
- Project Planning
- Visual Studio
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