Matthew Coolbaugh

Experienced continuous promotion during tenure with a cloud-based technology company providing SaaS solutions to simplify complexity of benefits administration. Chosen to create and develop new role providing oversight and management of voluntary health, wealth, and lifestyle product partnerships via omni-channel distribution framework. Tasked with identifying opportunities and growing pipeline of enriched product offerings to existing and new customers in large employer markets such as Allstate, Nationwide, Aflac, etc. Utilized customer feedback to develop process improvements and support long- term business needs.
Devised Go-To-Market strategies to appeal to dynamic needs of evolving workforce for each supported 12 strategic insurance provider partners to elevate profitability, placement, and participation.
Coordinated monthly and quarterly sales training for brokers, associates and third-party resellers on value propositions and enablement events unique to each partner.
Capitalized on strong customer relationships through exceptional care and attention to detail relevant to respective channels such as Net Promoter Score (NPS) ratings, pipeline and revenue growth, or Total Addressable Market (TAM) and opportunity strategies.
Triumphed long-term contracts worth $8M in 2022 and annual contract extensions worth $2M in 2021.
Grew channel partner placement and premium 5% H1 2022.
Boosted channel partner placement and premium 10% YoY (2018-2021).
Drove quarterly initiatives to improve technology offerings to employer customer base. Crafted effective quarterly incentive programs to bolster sales activity and pipeline growt

Selected to craft new role for large health plan customers and develop best practices and key metrics for performance evaluations. Provided improved solutions to obtain operational and financial efficiencies while enhancing customer experience involving system usability and adoption.

Collaborated across departments to set priorities and achieve common goals.
Increased platform adoption across enterprise customers by 10% YoY.
Achieved top sales producer goals by securing millions of dollars in recurring revenue and exceeding quota resulting in earning President’s Club recognition each year.
Up ticked average NPS score from detractor (5-6) or passive (7-8) scores to promoters (9-10). Acquired and sold lucrative corporate sponsorship opportunities for national events.

Promoted to Senior Management to lead Alliance Partnership and Production Operations across multiple SaaS solutions. Analyzed program data to influence key decisions and strategic planning. Monitored ongoing capacity and budget across production department to ensure adequate resource allocations.
Directed and evaluated performance of 24 Associates supporting 40 healthcare providers in pre- and post-production capacity, through training, and monitored employee adherence to best practices and regulatory protocols.
Provided full-cycle management of multiple customer implementation projects from discovery to delivery.
Acted as primary contact to solve critical issues involving production stability, change controls, project implementations, and internal product developments.
Earned Silver Level Manager’s Certification. Developed new hires as company expanded footprint.

Chosen to build and lead team of four Operations Managers while servicing five direct customer relationships within electronic billing space. Ensured production readiness of all new healthcare providers and customers for smooth transition from delivery to production.
Spearheaded product innovation by introducing key improvements and enhancements to product roadmap such as new user interface for individual billing customers.
Earned Certified Product Expert status and Bronze Manager’s Certification.
Presented at each year’s conference to share cost-saving market adoption strategies and new features to software.

Directly support large, regional healthcare providers for issue resolution, change control assessment and implementation, management of software development lifecycle, and vision alignment for success.

Consistently met and exceeded service level agreements across 12 premier customers

Requested assignment to new product set in order to improve efficiencies and shape direction of application to be a more marketable solution; becoming subject matter expert on electronic billing platform.

Regularly facilitated estimates and contract negotiations to ensure profitability and customer satisfaction.

Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.

Implemented multiple change controls throughout quarterly release deployments to enhance capabilities and needs of dedicated accounts.

Managed user acceptance testing, internal quality assurance, defect resolution, code changes, scheduling and deployment of production related defects and/or missed requirements.

Led multiple best practices conferences internally and externally to aid in process improvement.

Maintained and developed business and technical requirements in alignment with configuration and code based changes performed within pre-production and production environments to abide by SDLC and SOC auditing requirements

Promoted to Senior Application Analyst position after demonstrating leadership and technical expertise within first six months of hire.

Resolution of escalated issues with the system performance and client facing discrepancies.

Collaborated with business owners, vendors and other team members to evaluate and recommend solutions to complex problems and requests.

Direct liaison with major healthcare providers and representatives throughout region.

Collaborated closely with upper management to drive strategy through development and implementation of new processes.

Maintain strong relationships with health insurance, carrier representatives throughout desired region, including Blue Cross Blue Shield Associations.

Coordinated and championed the implementation of new clientele onto our benefit enrollment software from acquisition to roll-out.

Earned product certification or SaaS internal development

Quota bearing sales representative for one of Nation's leading Tier 1 Internet Service.

Providers with over $1 million in sales over length of contractual agreements.

Consistently met daily activity matrices while managing existing orders and installations that contributed to sustainable revenue growth.

Daily activities included prospecting, defining customer needs, proposal presentation and closing of sales that all translated to success in building long term sales funnel.

Delivered sales presentations, pitches and estimates to grow customer base.

Developed strong rapport with Agents and Value Added Resellers across North Atlantic region to expand company’s products and services through additional segments to generate higher revenue potential.

Managed marketing campaigns for clientele and property management companies to present advantages of services for internal and external infrastructure upgrades or redevelopment

Excelled in rotational training program, working in production operations, accounting, estimating, and customer service departments.

Initiated several critical improvements in company procedures, workflow and marketing, streamlining online ordering, developing sample selection process for sales force and most significantly, contracting and overseeing design and development of first comprehensive Quality Assurance Manual.

Designed pricing models and conducted extensive surveys to furnish and equip several areas within facility, balancing departmental needs and budgetary constraints.

Assisted leadership teams with building shared beliefs and attitudes across organizational structures.

Conducted educational workshops to spearhead employee training on available tools and optimal strategies