Matthew Ferguson
Visalia,CA
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Ecommerce Customer Success Manager
Crimson Agility LLC
Gilbert, AZ
05.2022 - 06.2023
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Researched new technologies and initiatives to improve customer experience.
- Managed multiple projects simultaneously while meeting deadlines.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Supervised success team, operations and resources to deliver profitable growth.
- Coached team members on best practices for delivering exceptional customer experiences.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Technical Support Analyst / Tech. Account Manager
Compusource Corporation
La Palma, CA
11.2019 - 04.2020
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Deployed new versions of existing applications while ensuring compatibility with existing infrastructure.
- Maintained up-to-date documentation of all computer systems, networks, and peripherals.
- Developed training materials and conducted training sessions for new users on the use of company software applications.
Technical Support Engineer
Adobe Commerce
Los Angeles, CA
06.2017 - 07.2019
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Resolved complex technical problems through root cause analysis techniques.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Conducted research on technical products in order to make recommendations to customers.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Implemented scripting solutions for automating routine tasks.
- Provided remote assistance to end-users when needed.
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Prepared test systems for replication of user issues.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
- Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.
Education
Some College (No Degree) - History
California State University, Fresno
Fresno, CASome College (No Degree) - Mathematics
College of The Sequoias
Visalia, CAHigh School Diploma -
Visalia Adult School
Visalia, CASkills
- Client Relations
- Strategic Planning
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Training programs
- AGILE methodologies
- Team Management
- Scrum
- Linux
- SQL
- Ecommerce
- JIRA
- Zendesk
Certification
- Adobe Commerce Business Practitioner, #BWZPZFHKC1Q4Q33Y
- The Complete JIRA Agile Project Management Course, UC-f7cb61c7-4a24-4070-af1a-16bfb984e004
- PostgreSQL Bootcamp, #UC-KDS61G2T
- Linux Administration Bootcamp, #UC-86b88449-914d-4300-8327-a5e7f55fb562
- AWS Essentials, #UC-ISNJZCGS
Timeline
Ecommerce Customer Success Manager
Crimson Agility LLC
05.2022 - 06.2023
Technical Support Analyst / Tech. Account Manager
Compusource Corporation
11.2019 - 04.2020
Technical Support Engineer
Adobe Commerce
06.2017 - 07.2019
- Adobe Commerce Business Practitioner, #BWZPZFHKC1Q4Q33Y
- The Complete JIRA Agile Project Management Course, UC-f7cb61c7-4a24-4070-af1a-16bfb984e004
- PostgreSQL Bootcamp, #UC-KDS61G2T
- Linux Administration Bootcamp, #UC-86b88449-914d-4300-8327-a5e7f55fb562
- AWS Essentials, #UC-ISNJZCGS
Some College (No Degree) - History
California State University, Fresno
Some College (No Degree) - Mathematics
College of The Sequoias
High School Diploma -
Visalia Adult School
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