Phillip Thomas Mathews
Orlando,FL
Summary
- Customer Success
- Customer Satisfaction
- Sales Operations
- Customer Advocate
- Collaborative Team Player
- Peer Mentor / Supervisor
- Entrepreneurial Spirit
- Account Management
- Cross-Functional Team Leadership
- Business Analytics
- Self-Directed and Independent
- Efficient at multi-tasking
- Committed to meeting deadlines
- A talented innovative and productive professional with over 20 years of comprehensive experience working in a customer-facing role. Adept at identifying issues compromising user product adoption and corporate profitability. Characterized by colleagues and competitors as tenacious with a strong desire to succeed, and an unwavering commitment to the achievement of excellence.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
World Wide Technology, Inc.
Saint Louis, MO
08.2021 - Current
- Monitored KPIs to assess customer engagement.
- Gathered insights from customers through surveys, interviews, focus groups.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Coached team members on best practices for delivering exceptional customer experiences.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Met with customers to discuss best practices and drive outcomes.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
- Assisted sales team by providing technical expertise during the sales process.
- Analyzed business performance data and forecasted business results for upper management.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Conducted regular check-ins with clients to ensure their needs were met.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Achieved cost-savings by developing functional solutions to problems.
Customer Success Manager
SmartLinx Solutions
Edison, NJ
04.2018 - Current
- Foster strong relationships with client C-level stakeholder, Product Development, Support, Solution Delivery, Sales Operations & Finance
- Deliver both data driven and experience-driven insights to the customer success leadership team and work cross- functionally to iterate and improve upon our success enablement strategy
- Drove client retention through Customer Success! by promoting awareness the latest adoption opportunities.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
Business Development Partner
Intermedix / Juvare
Nashville, TN
10.2016 - 04.2018
- Prospected for WebEOC and EICS new business
- Provided sales support to the sales team to meet and exceed sales quota with new opportunities in Healthcare, Public Health, and Higher Education
Regional Account Manager
Silkroad Technology
Chicago, IL
04.2012 - 05.2016
- Drove sales of company products and services by meeting with customers using a strategic and organized approach.
Executive Account Manager
Sentry Insurance
New York and New Jersey Areas
09.2011 - 04.2012
- Managed a book of business that grew from 1.2 Million to 2.1 Million in a six-month timeframe.
Senior Account Executive
ADP Insurance Services
Allentown, PA
03.2009 - 09.2011
- Lead team on payroll and insurance sales. Met and exceed month quote and sales goal for accounts in the major market.
Education
B.S - Psychology -
Pennsylvania State University
Skills
- Customer Account Management
- Strategic Planning
- Client Relations
- Sales Proficiency
- Customer Relations
- Research and Due Diligence
- Report Analysis
- Contract Management
- Project Tracking
- Data Review
- Compliance Monitoring
- Risk Management
- Software Development Lifecycle
- Performance Improvements
- Presentations
Accomplishments
- Consistently ranked top performer
References
References available upon request.
Timeline
Customer Success Manager
World Wide Technology, Inc.
08.2021 - Current
Customer Success Manager
SmartLinx Solutions
04.2018 - Current
Business Development Partner
Intermedix / Juvare
10.2016 - 04.2018
Regional Account Manager
Silkroad Technology
04.2012 - 05.2016
Executive Account Manager
Sentry Insurance
09.2011 - 04.2012
Senior Account Executive
ADP Insurance Services
03.2009 - 09.2011
B.S - Psychology -
Pennsylvania State University
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