Matthew Benson
Reno,NV
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 5+ years of extensive leadership experience in Customer Success. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
17
17
years of professional experience
Work History
Post Live Services Manager
Talech
09.2023 - Current
- Created a team, starting with 3 direct reports, designed to provide ongoing onboarding support for customers post-live to drive feature adoption as well as confidence from knowledge and usage of our product.
- Developed process, procedures and who we help from scratch using data driven customer behavior.
- Fostered and encouraged cross-functional partnerships with all teams in our Customer Success organization (Customer Success Management, Education and Enablement, Professional Services).
- Built KPIs based on the value we bring to the organization (feature adoption, fewer calls to customer care, speed to project completion).
- Developed team members to be project managers themselves. Skilled them up to manage themselves up to their KPIs, while I manage the team from a higher level OKR perspective.
Onboarding Manager
Talech
05.2021 - 09.2023
- Managed a team of 8-17 Onboarding Specialists while coaching to KPIs such Activations, Activation Speed, NPS Response Rate and NPS Score. Also managed teammates in specialized roles such as technical specialists, menu specialists and account creation specialists.
- Worked closely with sales leadership teams to ensure smooth handoff from sales to onboarding and work together on any escalated accounts.
- Managed vendor relationships to to solidify relationships between onboarding, sales and 3rd party install teams to ensure seamless interactions with customers needing on-site installations.
- Utilized JIRA to track bug tickets, Confluence to publish knowledge base updates and enhancements.
- Worked in UAT environment for 3 different Salesforce enhancements.
- Created new processes via flowcharts with the intent of presenting to Sr. Leadership.
Client Onboarding Specialist
Talech
12.2020 - 05.2021
- Managed portfolio of 30-40 small business owner customer and assisted with onboarding to talech POS software.
- Regular top performer in Activations, NPS Response Rate and NPS Score.
- Guide customers through a thorough onboarding process from introduction (Welcome Call), through hardware and software training and working as dedicated point of contact until the customer actively processes on new POS and for a stabilization period of 14 days.
- Acted as SME to train and onboard new hires.
- Active participant in "Tiger Team" as a process improvement leader and project manager for our very new onboarding team.
- Worked regularly with sales teammates and upper management to ensure transparency between lines of business when working on specific customers.
Financial Services Representative
Merrill Edge
Chandler, AZ
07.2019 - 12.2020
- Assist Merrill Self Direct clients with all questions or service needs
- Engage in needs-based assessment conversations to deepen the client’s relationship with the firm and ensure a high level of client satisfaction on every call
- Provide mentor services to teammates new to the role or looking for help with closing a skill gap to enhance their client conversations.
Financial Center Assistant Manager
Bank of America
Reno, Chandler, NV, AZ
05.2017 - 07.2019
- Perform all the same duties as and act as a leadership partner with the Financial Center Manager
- Create and publish schedules for both teller line and bankers
- Run morning huddles and conduct coaching sessions for both tellers and bankers
- Run sales meetings to strengthen partnership between tellers, bankers and partner teams.
Relationship Manager
Bank of America
Reno, NV
12.2015 - 05.2017
- Build new and strengthen existing client relationships through thorough needs based assessment conversations and client outreach calls
- Provide top level client service through a consultative sales approach and recurring appointment schedule to ensure I am always aware of a client’s financial need
- Provide mentor services to new relationship managers and other teammates aspiring to go into the role.
Business Banking Specialist
Wells Fargo Bank, NA
Reno, NV
11.2014 - 12.2015
- Build new and strengthen existing small business client relationships by providing thorough needs based assessment conversations, client outreach calls and visiting business owners at their place of business, at their convenience
- Strengthen personal brand through networking groups and business mixers.
Personal Banker/Small Business Advocate
Wells Fargo Bank
Orangevale, CA
01.2013 - 10.2014
- Build new and strengthen existing small business and consumer client relationships by providing thorough needs based assessment conversations, client outreach calls and visiting business owners at their place of business, at their convenience
- Strengthen personal brand through networking groups and business mixers.
Operations Manager
Alorica
Reno, NV
06.2007 - 11.2013
- Managed a group of 10 Team Leads who were each responsible for leading teams of 20-30 AT&T customer service agents
- Managed Quality Assurance team and provided coaching to Team Leads on their QA grading of their associates
- Managed training team and lead implementation of leadership training from Atlanta corporate office.
Education
finance and business management
Truckee Meadows Community College
Skills
- Data Driven Decision Making
- Policy and Procedure Writing
- Onboarding New Employees
- Performance Improvement
- Process Development and Implementation
- Leading Projects
- Employee Coaching and Motivation
- Performance Tracking and Evaluations
- Strategic Goals
Affiliations
- Served as Share Lead on the Board of Directors for the Arizona Development Network Business Resource Group at US Bank.
- Currently service as Communications Lead on the Board of Directors for the Northern Nevada Development Network Business Resource Group at US Bank.
Additional Information
- Licenses , Securities Industries Essentials (SIE) Series 7 Top Off (S7TO) Accomplishments 2019 Diversity and Inclusion 2018 Quarter 3 Top Performer 2018 Southeast Phoenix Market Client Care Champion 2017 Quarter 3 Top Performer
References
References available upon request.
Timeline
Post Live Services Manager
Talech
09.2023 - Current
Onboarding Manager
Talech
05.2021 - 09.2023
Client Onboarding Specialist
Talech
12.2020 - 05.2021
Financial Services Representative
Merrill Edge
07.2019 - 12.2020
Financial Center Assistant Manager
Bank of America
05.2017 - 07.2019
Relationship Manager
Bank of America
12.2015 - 05.2017
Business Banking Specialist
Wells Fargo Bank, NA
11.2014 - 12.2015
Personal Banker/Small Business Advocate
Wells Fargo Bank
01.2013 - 10.2014
Operations Manager
Alorica
06.2007 - 11.2013
finance and business management
Truckee Meadows Community College
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