Matt Armstrong

Experience

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  Continental

  May 2012 - Aug 2012

  Tooling Intern

  Assisted the Tooling Engineer by contacting tool makers in the Metro Detroit area and setting up audits with these tool makers.Visited several tool makers, giving a better understanding of the injection molding process as a whole.Practice with Pro/Engineer with small assignments.

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  Continental

  May 2013 - Aug 2013

  Test and Validation Intern

  Assisted electronics lab technicians with building and assembling test components, resulting in an increased understanding of electronics and the ability to solder and assemble many different electrical components.Recorded statistics for Test Engineers using new radar technology.

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  PowerPlan, Inc.

  Jun 2015 - Jul 2017

  Consultant

  •Successfully configured and implemented the PowerPlan software, working with teams and individually to achieve results•Managed full software implementation cycle, from requirements gathering through design, build, test, and deployment•Experienced in working with customers of varying roles within industries such as oil and gas, utilities, and telecommunications•Utilized SQL to analyze large quantities of data to understand trends to drive and support business decisions•Developed enhancements to the PowerPlan software through the use of PowerBuilder •Executed multiple external and internal projects while maintaining expectations and deadlines•Conducted training sessions for PowerPlan Property Tax users to provide an understanding of the software and industry best practices Show less

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  Box

  Jul 2017 - Apr 2020

  Promoted from Associate Implementation Consultant in 2019 after successfully achieving project targets consistently over a two-year period.•Spearheaded the strategic rollout of Box to a diverse customer base across government, healthcare, financial services, education, and technology sectors, successfully engaging clients ranging from five to twenty thousand users.•Managed a portfolio of 30+ active projects simultaneously, consistently exceeding utilization and customer satisfaction targets by focusing on the unique goals of each customer.•Collaborated with Account Executives and Customer Success Managers to identify sophisticated and critical use-cases for customers, leading to add-on engagements•Guided cross-functional teams in overcoming challenges during the transition to a cloud environment, enhancing operational efficiency and user adoption.•Supported the consulting presales team by accurately estimating and scoping custom consulting engagements, driving project success and customer satisfaction. Show less

  • Implementation Consultant

    Oct 2019 - Apr 2020

  • Associate Implementation Consultant

    Jul 2017 - Oct 2019
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  Duo Security

  Apr 2020 - Feb 2022

  Customer Success Manager

  •Accountable for the overall success of Duo’s customers, including onboarding, project success, retention, and renewals.•Maximized customer value by ensuring they fully leveraged their subscriptions and services, resulting in improved satisfaction and engagement.•Identified and developed new opportunities for expansion within existing accounts, collaborating with the sales team to drive subscription growth and enhance solution footprint.•Drove seamless onboarding processes and worked cross-functionally with support and services teams to ensure successful customer deployments.•Designed and implemented tailored programs that delivered ongoing value to customers, significantly contributing to renewal rates and long-term account growth. Show less

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  Ardoq

  Feb 2022 - now

  •Promoted from Senior Customer Success Manager to Team Lead, Customer Success Management, taking on leadership responsibilities while continuing to manage a strategic portfolio of enterprise clients.•Led a team of Customer Success Managers across North America and Australia, providing coaching, mentorship, and skill development to drive retention and growth.•Owned gross revenue retention (GRR) and net revenue retention (NRR) targets for both individual accounts and team performance.•Acted as a player-coach, managing high-value customer relationships while supporting team members in navigating technical and strategic client conversations.•Optimized operational efficiency, improving internal processes and reporting via Salesforce, team meetings, and performance tracking.•Served as a key escalation point for client challenges, balancing customer success strategy with hands-on problem-solving. Show less Promoted from Customer Success Manager to Senior Customer Success Manager in January 2024 after consistently exceeding churn reduction and upsell targets within a multi-million dollar book of business.•Enhanced customer engagement with Ardoq by understanding specific use cases, driving product adoption, and delivering sustained value through continuous touchpoints.•Managed a multi-million dollar portfolio of 30+ active accounts, ensuring alignment with customer needs and goals.•Conducted software demonstrations for the customer base, unlocking new use cases and promoting increased usage of Ardoq.•Coordinated efforts among Sales, Product, and Professional Services teams to deliver agreed-upon outcomes for customers, ensuring a seamless experience.•Proactively identified and pursued upsell opportunities for new products and features within the Ardoq suite, contributing to revenue growth.•Ensured customer satisfaction and successfully managed renewals, cultivating lasting relationships that promote retention.•Mentored junior team members on best practices within Customer Success, fostering a culture of continuous improvement. Show less

  • Team Lead, Customer Success Management

    Feb 2025 - now

  • Senior Customer Success Manager

    Jan 2024 - Feb 2025

  • Customer Success Manager

    Feb 2022 - Jan 2024