Matthew A. Beard

About Matthew A. Beard

I am a Customer Service and Support leader with over 15 years of experience driving excellence across hospitality, consulting, SaaS, and financial operations. My career is defined by building and scaling high‑performing global teams, modernizing service delivery, and consistently elevating customer satisfaction in complex, high‑growth environments.A core focus of my leadership is transforming support organizations through AI‑enabled operating models. I embed AI directly into workflows to improve resolution velocity, quality, and consistency—deploying LLM‑based communication frameworks, AI‑driven QA programs, and NLP semantic search to eliminate friction for both customers and internal teams. I’ve led initiatives that automate product and knowledge content, streamline case routing, and enhance agent coaching, resulting in measurable gains in customer experience, operational efficiency, and team performance.I specialize in aligning service strategy with business objectives, strengthening cross‑functional collaboration, and designing support ecosystems that scale with product and customer growth. My work has consistently delivered impact—from significant improvements in VSAT and OSAT to the creation of new service offerings and operational models that drive revenue, reduce cost, and improve global alignment.At the center of my leadership philosophy is a commitment to placing the customer at the heart of every decision. I thrive in dynamic environments where adaptability, clarity, and execution matter, and I’m energized by building resilient, AI‑powered support organizations that deliver exceptional experiences and enable long‑term business success.

Experience

1. Vice President, Global Technical Customer Support

   Corcentric

   Oct 2023 — Present · Washington, DC, US

   Lead a global technical support organization across the US, France, the UK, and India, shaping strategy, operating models, and performance for a rapidly scaling business. Drive operational discipline, customer‑centric excellence, and cross‑functional alignment as the company expands across products and markets.• Oversee a high‑performing global team delivering consistent, high‑quality customer experiences across complex product environments.• Architect scalable operating models that support rapid growth while strengthening service reliability and regional alignment.• Lead an AI‑driven transformation across the support ecosystem, embedding LLM‑based communication frameworks, automating product and knowledge content with generative AI, and deploying NLP semantic search to modernize workflows and reduce friction.• Champion the shift from transactional support to a consultative, strategic partner model influencing product, customer success, and revenue outcomes.• Elevate customer satisfaction from 60% VSAT and 75% OSAT to consistently achieving >80% VSAT and 98% OSAT.• Establish global best practices that streamline processes, reduce response times, and improve operational consistency.• Launch and monetize new service offerings—including Premium Dedicated Support, Admin Support, and Dedicated Tier 1—driving $250K+ in new annual revenue.• Partner with executive leadership to align support strategy with corporate objectives, strengthening retention, product adoption, and customer lifetime value.• Develop and mentor emerging leaders, building a resilient, scalable global organization.• Negotiate strategic vendor agreements delivering $50K in annual cost savings while improving service quality.Beyond metrics, I’m passionate about building a culture of accountability, innovation, and leadership development — ensuring our global team remains resilient, adaptable, and future-ready.

Education

• George Mason University

  Bachelor's Degree, Mass Communication/Media Studies

  2012 — 2015

• Hennepin Technical College

  Bachelor's Degree

  2004 — 2008

Skills

• Public Affairs
• Public Relations
• Crisis Communications
• Marketing Communications
• Marketing
• Social Media Marketing
• Microsoft Office
• Online Marketing
• Microsoft Word
• Powerpoint
• Microsoft Excel
• Customer Service
• Management
• Public Speaking
• Research
• Project Management
• Leadership
• Video Production
• Video Editing
• Photography
• Press Releases
• Pitch Work
• Web Design
• Writing
• Advertising
• Sales Management
• Customer Engagement
• Social Media