Matt Shandera

Unified process design, systems design, and analytics teams to improve organizational efficiency, and implemented a Global Process Ownership model encompassing core GTM processes, including Quote to Cash, Forecasting & Pipeline, Customer Experience, and Execution Experience.

• Accelerated the Quote-to-Cash process through a streamlining effort, resulting in an estimated 2 to 5 days of cycle time reduction.
• Spearheaded an overhaul of Confluent's multi-million-dollar GTM technology stack. Consolidating multiple tools in favor of AI, supporting automated synthesis of customer calls into CRM updates, and the generation of customer-specific account research, and tailored outbound messaging. These changes are estimated to save as much as 30% of field rep administrative time, and improve PG expansion rates upon completion.
• Launched a wide-scale process mapping and evaluation exercise to document and clarify core business processes across lead management, deal flow, and forecasting. This process quickly highlighted over a dozen role misalignment and inefficiencies which we began addressing with improved enablement
• Consolidated seven separate technology support and request processes into a single global request and prioritization system, improving operational visibility and accelerating issue resolution.
• Established a strategic partnership between Confluent's Business Technology team and Go-to-Market in support of rapid decision-making and roadmap alignment.

Led a 30-person global team, driving customer base growth and development, and overseeing strategy & operations for a 600+ person pre- and post-sales technical organization (Solutions Engineers, TAMs, CSMs, Global Technical Support, Professional Services

• Developed and deployed a dynamic pre-sales coverage model, expanding usable Solutions Engineering capacity by 30%.
• Led operational transformation to a consumption-driven model supporting growth from $700M -> $1B in revenue
• Oversaw budgeting, forecasting, and financial analysis, optimizing resource allocation and cost efficiency by shifting ~25% of team capacity to an offshore model.
• Drove strategy & operations for a profitable $45M+ professional services organization.
• Managed the daily operations of a complex global organization in support of over 5,000 customers and $1 billion in annual revenue.
• Built and deployed an early warning and inspection system to reduce churn by an estimated 5% and ensure renewals of 90%+.
• Facilitated the creation and implementation of Confluent's Land/Expand consumption growth motion, built to identify new workloads, then move them into production, supporting a $300M+ consumption pipeline.
• Implemented a cohort-driven customer success and experience model to strategically maximize growth and value realization while minimizing costs for 1,500 enterprise customers, an estimated 10% reduction in churn for our most critical cohorts.

Accomplishments

• Rated as 'Top Contributor' each year

In this role, I spent my first six months establishing the office of the Chief Customer Officer and assessing the current situations within the organization through employee surveys and targeted listening sessions.

• Built a predictable and repeatable operating cadence, creating clear KPIs and reporting structures to improve operating efficiency.
• Led senior staff meetings and strategic retreats to establish our three year transformation plan
• Managed communication between executive office, senior leaders, and staff members ensuring direction and feedback flowed into and out of the CCO's office
• Oversaw program management team driving CSG's strategic initiatives
• Consolidated a single customer strategy and operations team from disparate teams across the organization

Strategic partnership with the Chief Customer Officer to lead a global organization of 600+, supporting a rapidly growing global customer base of 15,000+, and $850MM in revenue.

• Designed strategy, systems, and processes to migrate and grow New Relic’s enterprise book of business to a consumption pricing model.
• Partnered with Operations to design and drive New Relic's consumption forecasting pipeline model.

Direct leadership of multiple teams, including:

• Global Customer Experience team driving NPS evaluations and handling $1M+ dollars in customer dispute resolutions annually.
• Program and Change Management Office leading critical path projects, including the creation of an offshore solutions hub in India.
• Led New Relic's $8M Expert Services team, delivering paid services to enterprises.
• Established a Global Solutions Delivery team built on a partner-based services investment model. This model leveraged $10-$20k service investments to "kickstart" new workloads and accelerate customer value and consumption. Results were promising, uncovering over $2 million in net-new consumption within six months.

Accomplishments:

• Rated as 'highly successful' each year

• Designed and led NewRelic.org’s Observability for Good program, expanding reach to over 500 NGOs worldwide with a unique and compelling freemium pricing model with a $2.5M ARR book of business.
• Managed an offshore engineering team to create and open-source an automated validation and provisioning technology for SaaS organizations serving nonprofits.
• Co-launched a pro bono program, providing nonprofit customers with internal New Relic experts to offer services for success on the platform.

In this role I led teams of staff and volunteers responsible for the vision, operation and growth of the location and its people.

• Launched LCBC's West Shore Campus in December 2018, which is now one of the fastest-growing locations, with over 1,000 weekly average attendees.
• Led LCBC’s Harrisburg location from 2014 to 2018, averaging a weekly attendance of 1,200 to 1,500, with over 500 volunteers.
• Implemented the 4 Disciplines of Execution framework across LCBC. I led a team of coaches executing the 4DX framework, driving alignment among over 240 staff against a series of major organizational goals, improving first-time guest retention from 1% to 3.5%.

Directed the marketing team at Cure.org to raise awareness and support fundraising growth from $38 - $53m.

• Launched CureKids, an innovative technology-driven experiential giving platform that allowed donors to interact with the children they were sponsoring for surgery resulting in new donations streams and thousands of new supporters.
• Executed digital marketing initiatives, including social media, email campaigns & Google Adwords
• Cultivated relationships with external partners to broaden outreach opportunities espically through the music industry.

Owned the product roadmap for Landslide’s CRM offering as well as requirement definition. Contributed to the vision and direction of the organization leveraging competitive analysis, market analysis and practices from our client base.

• Responsible for all third-party partnerships.
• Developed and maintained the roadmap strategy, as well as designed market requirements for new product features.
• Interacted with clients, prospects, and analysts frequently to represent Mzinga’s thought leadership and vision.
• Designed and managed Mzinga’s prototyping program. Maintained frequent involvement in the software development cycle, both as a product manager and an adviser to product management, as well as the release manager.
• Developed and maintained product packaging and pricing.

• Product Manager for Learning solutions
• Developed product roadmaps aligned with market trends and customer needs.
• Collaborated with engineering teams on product design and development processes.

• Managed product life cycle, roadmap & requirements design for enterprise Learning Management System. Regularly partnered with corporate learning executives within the Fortune 50 to assess and design solutions within the LMS.
• 1 year 7 months

Designed web marketing campaigns and developed software

• Developed a goal planning and balanced scorecard system.