Matthew M. Keegan
Philadelphia,PA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Metrc LLC
09.2021 - 11.2023
- Company Overview: Seed-to-Sale cannabis tracking software implemented by state regulatory agencies to aid compliance and enforcement
- Maintained client relationships and served as the primary expert in software functionality and compliance for cannabis programs in Maryland, New Jersey, District of Columbia, West Virginia, and Alabama
- Coordinated the software implementation for Maryland and New Jersey cannabis programs while providing support for the implementations in Oklahoma, Alabama, and Rhode Island
- Collaborated with internal teams to create and maintain user manuals, informational software release materials, and implementation guides
- Led weekly meetings with government agencies and internal staff to review usage reports, outline projects, and plan system enhancements
- Organized quarterly user exchange meetings to review features, address pain points, and collect feedback
- Screened SQL query requests from clients for compatibility before submission to the Data department, assisted with client-requested edits, and updated failed queries following software releases
- Seed-to-Sale cannabis tracking software implemented by state regulatory agencies to aid compliance and enforcement
Supervisor of Support
Metrc LLC
07.2019 - 09.2021
- Led three specialty teams within Metrc's remote Support Staff
- Drafted weekly reports, developed internal guidelines, and created management solutions to improve Support Staff workflow
- Processed requests from client licensing teams to enable new accounts and provided direct support for first-time users
Support Team Lead
Metrc LLC
09.2017 - 07.2019
- Managed phone and email communications with industry users through ticket software, assisting with data discrepancies and performing deductive data analysis for ongoing investigations
Education
B.S. - Anthropology
University of Tennessee at Chattanooga
Chattanooga, TN01.2018
General STEM Studies -
Middle Tennessee State University
Murfreesboro, TN01.2015
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Complex Problem-Solving
- MS Excel
- Documentation And Reporting
Skills
Project management, CRM software tools, SQL, JSON, technical documentation & training, cross functional collaboration, client relations, team management, online training software,
Interests
Language learning (Arabic, Japanese); model building; karaoke; cats.
Timeline
Customer Success Manager
Metrc LLC
09.2021 - 11.2023
Supervisor of Support
Metrc LLC
07.2019 - 09.2021
Support Team Lead
Metrc LLC
09.2017 - 07.2019
B.S. - Anthropology
University of Tennessee at Chattanooga
General STEM Studies -
Middle Tennessee State University
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