Matthew Brauer-Marzio
Senior Customer Success Manager, Broker Dealers @Smarsh
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WORK HISTORY
Senior Customer Success Manager, Broker Dealers @Smarsh
Portland, OR, US
Corporate Account Management:Responsible for managing the largest Corporate accounts for the Smarsh business, demonstrating strategic oversight and excellence in handling key clients.Broker Dealer Management:Responsible for managing highly complex and unique account configurations across several Parent Broker-Dealers and account resellers. As well as supporting an extremely high volume of child accounts and associations. Examples include Osaic, Cambridge, Deloitte, Ameritas, Securities America and others.Revenue Retention:Most recent quarter Achieved an outstanding 99.7% retention rate in recurring revenue, consistently surpassing targets.Client Advisory:Provided expert guidance to clients on compliance enhancements and content review structures.Project Management:Led and executed large client requests, ensuring timely and efficient delivery.Team Development and Collaboration:Played a pivotal role in training, mentoring, and developing a high-performing team.Collaborated in team pathing/projects, fostering inter-department collaboration and integrations.Client Relationship Management:Strategically planned, developed, and executed client relationship management and retention strategies.Knowledge Base Development:Contributed and maintained comprehensive internal and external knowledge bases in Salesforce and Confluence.User Feedback and Product Enhancement:Collected and compiled user feedback on UX and UI, contributing to product enhancements.Product Coaching and Compliance:Coached users and clients on best practices, promoting increased user adoption and regulatory compliance.Client Support:Collaborated with Support leadership to escalate and drive Customer Outcomes.Prioritized client requests and coordinated workflow for internal stakeholders.Custom Reporting and Reporting System Consulting:Built custom reports tailored to client needs.Assisted in designing a new reporting system for enhanced data analysis.
EDUCATION
Portland State University Center for Executive and Professional Education
Certificate, Project Management
School of Architecture and Allied Arts, University of Oregon
Bachelor of Arts, Digital Arts
Hood River Valley High School
High School Diploma
University of Oregon
Bachelor of Arts (BA), Digital Arts
SKILLS
ABOUT MATTHEW BRAUER-MARZIO
I\'m known for leading, and developing teams, as well as supporting others so that they can do their best work.Creation, collaboration, cohesion, captivation and celebration are the core of my team forward focus. I care about the people I work with, and working well is about treating others with love, respect, and empathy. For account creation and customer retention, this experience is paramount in driving a \"life long\" relationship in business. When you develop teams with this mentality, you can scale a culture of empathy that creates engaged business owners working at their best to deliver experience excellence to everyone.I\'m a self-starter, and a big picture thinker who isn\'t afraid to speak truth, yet tactful enough to deliver truth well. I conduct myself with honesty, integrity, and am laser focused on the long term bottom line. Here are some of the comments I\'ve collected over the years about my work product and conduct that I treasure most:\"World Class\"\"Best CSM in the Business\"\"Legendary service\"\"best in the business\"\"wow THANK YOU for the positivity, today I decided to have a Matt Brauer-Marzio day!\"\"Excellent! I really appreciate you pulling out the \'crayon\' for me every time\"\"You are my favorite manager, by far\"\"YOU are the BEST!\"\"You are a TOTAL Rockstar!\"\"I nominate you for GOAT!\"\"You are a shining light in this organization.\"\"Some heroes don\'t wear capes, but I swear I\'ve seen you wear one\"At the end of it all, we are what we create, and I endeavor to create a better world with every engagement.I hope you celebrate that with me as we craft a future worthy of our effort together.
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