Timothy Kern

Senior Staff Manager, Customer Success @Matterport

Jacksonville, FL, US

Responsibilities include deciphering the cultural, business, and tactical needs of our customers. Building meaningful relationships internally and externally that enhance the client experience and ensure client values are achieved. Work closely with internal teams to collaborate on the design and delivery of a world-class customer experience. Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations, and navigating objections in securing the business. Increase customer retention by conducting regular check-ins, business reviews, identifying creative solutions and working with internal teams to meet or exceed customer expectations. Maintain a regular cadence with accounts and key stakeholders to identify churn risk and work proactively to eliminate risk factors. Own and execute Customer Business Reviews to inform internal and external alignment with customer priorities. Work with customers to monitor critical tasks and key performance indicators that are measurable and monitored throughout the customer life cycle. Be the voice of the customer and provide feedback on how Matterport can better serve our customers and future of the business.