Summary
Overview
Work History
Education
Skills
Certification
Websites
TOOLS & PLATFORMS
Timeline
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Matthew Oltman

San Diego,CA

Summary

Dynamic Customer Success Manager with a proven track record, enhancing client engagement through tailored onboarding and impactful Power BI dashboards. Skilled in cross-functional collaboration and technical account management, I drive user adoption and satisfaction, achieving a 25% increase in CSAT while fostering strong customer relationships.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Acrisure
02.2024 - 06.2025
  • Owned customer relationships across 100+ enterprise accounts, managing full onboarding and implementation lifecycle.
  • Delivered platform configuration tailored to client needs, accelerating time-to-value and enhancing engagement.
  • Created Power BI dashboards to track usage trends, adoption KPIs, and customer health scores.
  • Partnered with Product and Engineering to address feedback, prioritize roadmap improvements, and escalate issues.
  • Provided enablement training and support during new feature rollouts, reducing time to proficiency and support volume.
  • Remote

Customer Success & Support Engineer

CloudLinuxSQL
12.2022 - 02.2024
  • Guided junior clients and internal users through cloud infrastructure basics, offering white-glove onboarding assistance.
  • Monitored technical environments and educated clients on best practices using AWS, VPNs, and MySQL.
  • Created documentation and knowledge articles to support client self-service and reduce repetitive inquiries.
  • Acted as a bridge between customers and technical teams, ensuring seamless communication and proactive resolutions.
  • Remote

Technical Support Specialist / Client Advocate

Indio
09.2021 - 05.2023
  • Managed technical success for 150+ insurance agencies, serving as primary contact for all platform-related questions.
  • Proactively surfaced platform bugs and customer insights to Product teams using Jira and Productboard.
  • Owned resolution of 4,000+ tickets, averaging 50 per week with a CSAT increase of 25%.
  • Conducted product walkthroughs and ongoing support that helped agencies transition smoothly from legacy systems.
  • Drove user feedback into roadmap alignment and increased adoption of core platform features.
  • Remote

Technical Support Specialist

ASICS Corporation
Irvine, CA
01.2018 - 09.2021
  • Supported internal departments and external stakeholders with application issues, platform usage, and device support.
  • Trained internal teams on networking, SQL querying, and diagnostic tools, reducing escalations by 20%.
  • Helped transition ticketing systems and streamline support operations, boosting internal satisfaction.

Client Technology Consultant

National Vision
Laguna Niguel, CA
01.2014 - 01.2019
  • Managed 50+ B2B clients, delivering tailored IT and tech marketing solutions to support retention and upsell initiatives.
  • Automated email and reporting processes, increasing digital engagement by 90% among user segments.
  • Delivered Power BI & Tableau dashboards to help clients visualize performance data and align on business goals.
  • Leveraged Salesforce CRM to track client engagement, improve renewal forecasting, and identify growth opportunities.

Education

Bachelor of Arts - Business Communications

California State University – Northridge
06.2020

Skills

  • Customer Onboarding & Retention
  • Technical Account Management
  • Cross-Functional Collaboration
  • SaaS & Cloud Support (Linux, AWS)
  • Workflow Automation
  • KPI & SLA Reporting
  • SQL/Data Analysis
  • Customer Escalations
  • Documentation & Knowledge Base
  • CRM & Ticketing (Salesforce, Zendesk, Jira)
  • Agile & ITIL Practices
  • Monitoring (Datadog, New Relic, Grafana)
  • MacOS, Windows, Linux Troubleshooting
  • Customer relationship management
  • Technical support
  • Power BI
  • User engagement

Certification

  • Google IT Support Professional Certificate – May 2025 – Jun 2025

TOOLS & PLATFORMS

  • Salesforce
  • Zendesk
  • Jira
  • Power BI
  • Monday.com
  • SQL
  • Bash
  • AWS
  • Windows/macOS/Linux
  • Productboard
  • New Relic
  • Grafana
  • Zoom
  • Slack
  • Microsoft Excel/Access

Timeline

Customer Success Manager

Acrisure
02.2024 - 06.2025

Customer Success & Support Engineer

CloudLinuxSQL
12.2022 - 02.2024

Technical Support Specialist / Client Advocate

Indio
09.2021 - 05.2023

Technical Support Specialist

ASICS Corporation
01.2018 - 09.2021

Client Technology Consultant

National Vision
01.2014 - 01.2019

Bachelor of Arts - Business Communications

California State University – Northridge

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Matthew Oltman