Matthew Stang

Experience

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  Stang Bread

  Aug 2007 - Jun 2011

  Owner & Operator

  Helped my father improve on a Ciabatta style of bread he was testing out. After development; the final result was a delicious, highly popular, and very secret bread recipe. Started running a small-scale entrepreneurial bread business, where I produced, baked, and sold the bread myself.Sold the “Stang Bread,” at school to students, teachers, and school administration at my high school. Sold each loaf for a 4.74$ profit--a 92% gross profit margin with all costs considered.

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  Sleepy Hollow Aquatics

  Apr 2014 - now

  Head Coach, Positivity Emulator

  Employ positivity and mindfulness skills with the 14, 16, 18 and under boys teams in order to build a respectful and supportive team environment.Inspired and drove players to reach their full potential, which empowered 18 and under boys to win a silver medal in the Division 2 Kap7 Tournament in the winter of 2023. Coached 14 and under boys team to a Division 4 National Junior Olympics Tournament gold medal in the summer of 2017.

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  SpotOn Parking

  Dec 2014 - May 2016

  Hired at SpotOn Parking as the third employee in an Account Manager role to help establish, develop, streamline, and automate B2B and B2C operations for parking space renters and leasers. Resolved all customer service issues in one business day or less, including escalated support issues. Increased customer awareness of SpotOn’s brand and products by opening new forums of communication, including our social media presence and company newsletter. Carried out an NPS survey of all our customers that received a response rate of over 70% and showed that more than 80% of the responders were evangelists of the product. Reduced customer support overhead costs by over 30%, by setting up macro email responses for common customer issues.Proactively managed over 200 B2B customers, maintaining a retention rate of over 95%. Grew customer engagement by instituting a new customer onboarding process, which included an in-person introduction, update emails, and preemptive calls to minimize churn. Saved over 10 hours a week of support team time by spec’ing out and implementing an automated email and text alert system to alert parkers of upcoming events. Lowered home site’s bounce rate by 30%, increased new site sessions by 10%, and boosted monthly parking sales by producing actionable insights with customer data using Google Analytics. Show less

  • Business Consultant, Acquisition Transition

    Mar 2016 - May 2016

  • Account Manager

    Dec 2014 - Mar 2016
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  Bridge Parking, LLC (Subsidiary of SpotOn Parking)

  Jul 2015 - Mar 2016

  Head of Operations

  Promoted after 7 months to the head of operations of Bridge Parking, LLC(a subsidiary of SpotOn Parking), a traditional parking and valet company with over 25 employees. Drove a 20% increase in monthly parking revenue with a re-pricing initiative that brought the company’s prices up to market parity.Acquired additional enterprise business partners at all locations in order to maximize monthly revenue. Decreased overstaffing issues, which saved the company more than 25% on monthly staffing cost. Reduced management costs by implementing new tech infrastructure, including Google Apps suite and a POS system at all locations. Show less

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  Twilio

  Sept 2016 - May 2022

  Influenced product direction and GTM strategy internally, as the first team member, with a customer centric lens using qualitative and quantitative data to identify largest opportunities for improving customer's experience.Conceived global customer feedback programs (NPS and CSAT) across 7+ teams. Developed net-new cross system data integrations with SFDC, Qualtrics, Zendesk, and Looker to understand how to improve customer’s journey. Guided 3 major product launches by teaming up with BU GMs, leading to an increase in Customer Ease Score by 11%.Boosted satisfaction for global Support, Phone Number Operations, and Sales Development teams by 7% utilizing CSAT data and then codifying front line management best practices for engaging customers.Pioneered the negative customer interaction reach out process, which led to a 60% surge in reach out to customers who had a negative experience. Produced internal webinars for 2000+ new Twilio employees to help understand customers and empower employees to solve customer problems at scale. Show less Managed relationships, renegotiation, cross sells, upsell, and risk in top strategic accounts engaging directly with line of business leaders at two G2000 companies, as well as C-staff at other top public and private companies.Analyzed 2018 regional LATAM revenue and lead data as part of a cross functional sales, customer success, and finance team then pitched the opportunity for investment to our executive team, which lead to regional investment in 2019 and an increase in closed revenue of 19% YoY.Worked directly with support and product to identify at-risk accounts, assembling a cross functional team when required to ensure retention. These efforts resulted in $9.3 million of ARR saved in 2018.Authored “Guide to US SMS”, a Compliance white paper, in 2018 in collaboration with marketing and legal team members, with over 8,000 downloads. Created automated Looker database emails that send to our team when a growth blocking lifecycle event occurs in a key account. Show less Proactively manage 160 key accounts that spent $11.5 million in ARR in 2017, worked directly with business leaders and decision makers at two of the top 50 G2000 companies, as well as other public and international companies.Grew account base from $7.3 million in ARR in 2016 to $11.5 million in ARR in 2017, an increase of 63%.Averaged 110% variable attainment in 2017.Leveraged strong relationships to work directly with at risk accounts in an empathetic manner, creating cross functional teams when necessary to ensure saves, which resulted in $1.8 million in ARR saved in 2017.Created automated Looker database emails that send to our team when a growth blocking lifecycle event occurs in a key account, reach out from these emails decreased these events reoccurring by 80%.Identified new use cases and projects during regular meetings and quarterly check-ins, closed $1.1 million ARR in opportunities in 2017.Helped train and onboard seven new team members. Show less

  • Principal Customer Experience Manager, Global Customer Feedback Programs and Internal Consulting

    Mar 2021 - May 2022

  • Senior Customer Experience Manager, Voice of the Customer and Product/GTM Strategy

    Feb 2019 - Mar 2021

  • Senior Customer Success Manager, B2B Account Management and Stakeholder Alignment

    Apr 2018 - Feb 2019

  • Customer Success Manager II, Sales and Risk Management

    Jul 2017 - Apr 2018

  • Customer Success Manager I, API Best Practices and Implementation

    Sept 2016 - Jul 2017
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  Rapid

  Jun 2022 - May 2023

  Growth Product Manager, Self Service Developer Onboarding, Demand Generation, and Data Insights

  Focused on self service growth, customer data analysis, and customer insights as a member of the brand new growth team at Rapid, one of the largest API hubs used by more than 1 million developers.Measured a user’s propensity to convert or spend by launching new onboarding questions at sign up, confirming user’s correlation to activation and revenue, which hiked monthly revenue by 12%.Boosted conversion of enterprise sales qualified leads 6% MoM by empowering Sales and Marketing leadership to automate lead discovery from sign up data.Mentored new Product Manager on research, data, and analysis best practices, helping to lobby for resourcing on three separate projects. Show less

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  Studdy

  May 2023 - Oct 2023

  Product Manager, Growth Strategy, Customer Acquisition, and GTM Operations

  Joined Studdy (Y Combinator Summer 23) as the first employee. Studdy is an AI tutoring app that allows students to take a picture of any homework and receive step-by-step instructions.Shipped Studdy 1.0 to market in the Apple app store, by acquiring first ever Beta users, running user feedback sessions, creating design drafts in Figma, and quickly shipping feature improvements.Executed combined product and channel marketing growth strategy, leading to a gain in WoW user growth from 16% up to 75%.Achieved education app ranking of 32 in the US app store by running Apple Search Ads campaigns with $3 CPA and 57-78% Conversion to Install combined with an activation rate of 75%.Raised trial to paid conversion by 5% over a one month period by actioning feedback from a self-designed in app feedback mechanism, community Discord, and user interviews.Localized the app in 20+ languages in a single week by using OpenAI and then automating future string translations, leading to a viral spike in over 7k German user sign ups. Show less

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  Postman

  Jul 2024 - now

  Senior Customer Success Manager