Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Hi, I’m

Matthew Durrant

Jr. Customer Success Manager
Mableton,GA
Matthew Durrant

Summary

Tech savvy Jr. Customer Success Manager, former software/hardware support and analytical problem-solver with talents for team building, leading, motivating, technical support, customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, ITSM knowledge, and morale-building abilities to enhance employee engagement, boost performance, and streamline services.

Overview

11
years of professional experience
1
Certification

Work History

Flycast Partners

Junior Customer Success Manager
01.2025 - Current

Job overview

  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Handled SAAS Renewals and developed a 120 day process to keep customers up to date on when transactions are due.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.

Flycast Partners

Business Development Representative
09.2023 - 01.2025

Job overview

  • Increased client base by identifying potential customers and initiating strategic outreach.
  • Consistently met or exceeded sales targets, contributing significantly to the overall success of the team.
  • Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
  • Expanded business through effective network development, identifying new, and prospective clients.
  • Developed business pipeline using cold and warm techniques.
  • Set and conducted meetings with the Sales team and potential customers to identify growth and sales opportunities.

NCR

Customer Engineer
05.2022 - 09.2023

Job overview

  • Led infrastructure installation and preventive maintenance efforts to improve operational efficiency.
  • Handled emergency hardware system repairs, identifying defective components, replacing parts and assisting rebuilds.
  • Maintained testing resources, manuals and tools to provide informational knowledge insight.
  • Inventoried and logged component supplies to accommodate equipment requests.
  • Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
  • Educated customers by explaining technology issues in easy-to-understand terminology.
  • Provided general support, bug fixes, product updates and configurations.

Bank of America

Help Desk Analyst
10.2020 - 04.2021

Job overview

  • Provided client-facing level one technology support for a global user-base, Involving basic troubleshooting of Microsoft applications and proprietary systems
  • Developed experience in Microsoft Office application suite how to, in addition to troubleshooting
  • Troubleshooting technologies in the Bank of America environment such as: Windows 7/10, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), ticketing systems, and active directory
  • Gained valuable experience in a fast-paced technology call center environment
  • Determined causes and resolutions of technology problems and incidents while engaging with users on call
  • Operated with technology ticketing systems such as BMC Remedyforce, to document, categorize, and organize technology issues faced at Level One to better assist other teams in finding the root cause for larger scaled technology issues
  • Consistently met and exceeded performance targets and goals correlated with call handling and customer service.

Plum Tomato Pizzeria

Delivery Driver/Server
04.2017 - 09.2020

Job overview

  • Maintained positive relationships with customers through professional courtesy, timeliness, efficiency, and excellent customer service skills
  • Created orders, documented special requests, and followed up with kitchen personnel to foster top-quality service and minimize complaints
  • Collected credit card, cash, and gift certificate payments from customers and made proper change for cash transactions

Kean University

Field Technician
02.2017 - 06.2017

Job overview

  • Performed service visits around campus and diagnosed and completed preventative maintenance on all systems
  • Managed all on-site and off-site installation of new systems on computer labs across campus
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies on computer equipment
  • Maintained inventory records on all computer equipment in and out of campus office
  • Communicated across departments regarding equipment status, issues and resolutions.

Garden State Tennis

Receptionist
03.2017 - 05.2017

Job overview

  • Monitored and screened visitors to verify accessibility to inter-office personnel
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
  • Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
  • Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security
  • Answered inquiries and resolved or escalated issues to management personnel to ensure client satisfaction
  • Prepared packages for shipment, pickup, and courier services for prompt delivery to customers

Super Food town

Cashier
05.2014 - 12.2016

Job overview

  • Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales numbers
  • Reviewed and resolved differences between accounting information and cash drawer
  • Processed POS transactions, including checks, cash and credit purchases or refunds
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
  • Checked prices for customers and processed items sold by scanning barcodes
  • Restocked, arranged, and organized merchandise in front lanes to drive product sales
  • Operated cash register for cash, check and credit card transactions with accuracy
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
  • Assisted customers by answering questions and fulfilling requests

Education

Kean University
Union, NJ

Bachelor of Science from Information Technology
05-2020

University Overview

Colonia High School
Colonia, NJ

High School Diploma
06.2016

University Overview

Skills

  • Java
  • JavaScript
  • HTML5
  • SQL
  • Python
  • Unix
  • Time management skills
  • Engaging personality
  • Efficient & reliable team player
  • Friendly, Positive Attitude
  • Team Building
  • Customer Assistance and Support
  • Maintenance & Repair
  • Hardware Installation
  • Quick learner
  • Exceptionally organized
  • Customer account management
  • Customer relationship building
  • Customer retention
  • Client relations
  • CRM software
  • Network troubleshooting
  • Logging support tickets
  • Software installation
  • Help desk software
  • Incident management

Certification

  • Freshwork's Sales Foundation Certification - Aug. 2024
  • BMC Certified: Digital Service and Operations Management - Nov.2023
  • Ivanti Product Essentials - Digital Employee Experience (DEX) - Nov. 2023
  • Freshwork's Sales Foundations - Sep. 2023

Software

Salesforce

Quotewerks

BMC Remedyforce, Track-It!, Footprints

Freshservice, Freshdesk

Ivanti

Timeline

Junior Customer Success Manager
Flycast Partners
01.2025 - Current
Business Development Representative
Flycast Partners
09.2023 - 01.2025
Customer Engineer
NCR
05.2022 - 09.2023
Help Desk Analyst
Bank of America
10.2020 - 04.2021
Delivery Driver/Server
Plum Tomato Pizzeria
04.2017 - 09.2020
Receptionist
Garden State Tennis
03.2017 - 05.2017
Field Technician
Kean University
02.2017 - 06.2017
Cashier
Super Food town
05.2014 - 12.2016
Colonia High School
High School Diploma
Kean University
Bachelor of Science from Information Technology

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Matthew DurrantJr. Customer Success Manager