MATHEW SCHWARTZ

• Renewed 12 enterprise-scale clients within first year, retaining multiple millions of dollars in ARR.

• Led team of Enterprise and Mid-Market Customer Success Managers, managing portfolio of high-value strategic clients to ensure satisfaction and retention.

• Redesigned client communication workflows to proactively identify needs, enhancing client relations and minimizing escalations.

• Represented Mariana Tek at industry and owner conferences as a keynote speaker and panelist.

• Launched multi-unit franchise model clients onto software, balancing HQ business and individual franchise owner expectations.
• Acted as escalation point for issues impacting client productivity and satisfaction, facilitating timely resolutions.
• Identify opportunities for upsell and cross-sell services based on customers' usage.
• Conduct training sessions for customers and brands on how to use the company's products or services efficiently.
• Advocate internally on behalf of customers' interests during product development cycles resulting in better end products.
• Coordinated with technical support teams, engineers, and customers to resolve escalated issues efficiently.
• Represent Mariana Tek at owner's conferences to share high level growth and evolution of product to clients, owners, and brand leaders

• Organized and guided operational activation for company's first six-figure Black Friday sale, driving significant revenue growth.
• Led cross-functional projects internally and with our business partners to improve operational efficiency and the client experience.
• Strategized and launched multiple new products and services.
• Restructured pricing across all service areas and led a frictionless roll out.
• Created and led training programs on safety, sales, hospitality, and emergency protocols, enhancing team readiness and compliance.
• Collaborated with team members to define and align goals for upcoming projects and service launches, fostering accountability and focus.
• Prepared executive briefing materials, memos and reports for meetings with staff and leadership team.

• Lead new domestic studio openings for the global fitness brand, successfully opening 22 studios of our 83 total studios
• Oversaw construction turnover to operations, ensuring timely completion of punch list items
• Collaborated interdepartmentally to align strategies and needs across construction, development, marketing, PR, retail, operations, and executive leadership
• Implement and educate teams on operational brand standards, policies and procedures
• Developed and enhanced training modules and documentation to effectively onboard new teams
• Represent Barry's in new markets and develop relationships with key new and existing partners to promote and market business
• Strategize and initiate system wide changes to ordering and procurement process, inclusive of creating a national ordering account and enhancing vendor relationships to cut costs across the department.

• Led seminars and Q&A sessions for school groups of 20 to 300 students on theatre topics and the performer experience, fostering engagement and understanding of the arts
• Oversaw safety protocols for performers and staff during multiple shows as Stage Management, while serving as production deputy for Actor's union.

• Coordinated creation and operational execution of special events for Disney's Hollywood Studios and Disney's Animal Kingdom theme parks, enhancing guest experiences.
• Engaged with customers to ascertain objectives and requirements for events, including meetings, conferences, and conventions, tailoring solutions to meet their needs.
• Led team of 40+ servers and collaborated with Operations and Entertainment teams to host diverse events from 10 to 10,000 attendees, ensuring seamless execution.