Matthew Herrmann

Experience

1. Senior Regional Technical Support Manager, Americas

   Delinea

   Feb 2022 — Present

   Improved Customer Satisfaction (CSAT) from 4.5 to 4.85 (Max 5.0) between Q2 2018 to Q1 2023 maintaining 4.80 current CSAT QTD-Reduced time to solution and case deflection by evaluating and implementing search aggregation of disparate knowledge sources in order to present relevant documentation to external customers and internal techs-Accountable for customer service outcomes while managing all aspects of the enterprise support team responsible for 60% of company clients and 75% of renewal revenue-Defused volatile customers, re-established customer trust by meeting with customers and ensured a resolution on escalated issues for at-risk accounts and high value Sales upsells-Composed the currently in use Scope of Support portion of the Support Policy Guide resulting in process improvements and scaling on both the former Centrify and former Thycotic side-Created a detailed multi-tiered interview system, skills testing, onboarding and certification plan used as the basis for promotion and to ensure scalability of the hiring process and lead to better first call resolution on high severity tickets-Outperformed an OEM Support Team white labeling our products, causing the OEM relationship to be redefined to use a 100% in-house support model, supplanting the OEM Support team and yielding additional funding-Created and Support Dashboards to align the Support organization delivery to board goals-Designed and implemented Salesforce automation improvements to improve SLA adherence-Created a uniform interdepartmental escalation process to scale escalation response and ensure a consistent customer experience with product support.

Education

• West Chester University of Pennsylvania

  Bachelor of Science (BS)

  2003 — 2005

• Messiah College

  Bachelor of Science (BS)

  2001 — 2003

Skills

• Cloud Computing
• Servers
• Crm
• Pre-Sales
• Office 365
• Customer Demos
• Microsoft Exchange
• Microsoft Servers
• Vmware
• Computer Forensics
• Data Migration
• Sharepoint
• Training
• Supervision
• Management