Matt Blair

SVP of Support & Customer Success at Databricks

Richmond, TX

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About

Experienced leader with a background in Big Data, ETL, Information Security, and Computer Networking. Passionate about helping customer success organizations scale and grow.

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Work experience
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May 2021 - Present

Databricks

SVP of Support & Customer Success

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May 2019 - May 2021

Databricks

VP of Global Support & Customer Success, APAC

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Sep 2018 - May 2019

Databricks

VP of Global Support

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Jan 2018 - Sep 2018

Databricks

Sr. Director of Global Support

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Apr 2017 - Jan 2018

Talend

VP of Global Support

-Scaled the support organization from 25 to 65+ team members over 3 years -Led an initiative to open a regional support office in 2017, reducing time to hire by 50% and introducing significant cost savings -Built an offshore team in Bangalore, India -Achieved 95% retention rate during 2017 -Designed and built Talend's global support phone system (call flow, scripts, routing) -Led a major initiative to migrate ticketing systems (OTRS to Salesforce Service Cloud) -Established a global escalations team -Improved top box customer satisfaction by 11% in 12 months -Designed and implemented Talend's first NPS loyalty program -Designed and managed support operations and CRM improvements (integrations, SLA monitoring, reporting, dashboards)

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Nov 2014 - Apr 2017

Talend

Global Director of Support

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Jul 2014 - Nov 2014

OpenX

Director, Customer Support

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May 2012 - Jul 2014

Rapid7

Frontline Support Manager

-Managed day-to-day operations of Rapid7's frontline support team (9 to 11 employees) -Personally hired and facilitated training for 80% of the team -Achieved record-setting customer satisfaction levels during my tenure as manager -Managed high-profile customer escalations, going on-site to customer locations when needed -Designed and implemented an NPS Loyalty program, a first for the company -Redesigned the customer relationship survey from scratch to reduce bias and obtain actionable feedback; achieved record-setting customer participation levels in 2013 -Performed relationship survey data analysis on a quarterly basis, presenting my findings to department heads and the executive team -Managed a project to implement product training webinars, working with multiple departments to facilitate the training material, lead generations, and operational aspects -Won the 2014 Silver Stevie Award for Best Frontline Customer Service Team (Technology, Computer Software Industry)

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Mar 2011 - May 2012

Rapid7

Backline Support Engineer

-Provided software and hardware support for customers using Rapid7's Nexpose and Metasploit products -Assisted with deployment recommendations and general information security program advice -Traveled on-site to work with customers for high-profile escalations -Resolved support cases that were escalated from Frontline; generally the 10% that were the most time consuming or technically complex -Trained new hires on product troubleshooting and networking concepts -Troubleshot issues related to our hardware appliances and Ubuntu Linux distro

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Oct 2003 - Jul 2009

Verizon

Technical Lead, Verizon Enhanced Products

-Provided leadership and technical guidance to 40 technical support engineers -Handled high-profile customer escalations -Troubleshot configuration of Cisco and Adtran routers used on customer T1, T3, and DS3 circuits -Gave advice to customers on configuration of DNS records, implementing changes where necessary -Supported uncommon legacy network connections (Naked DSL, ISDN)

Jul 2002 - Sep 2003

Systems Applications and Technologies

Help Desk Lead, Port Hueneme Naval Base

Education

2009 - 2010

California Lutheran University

Master's, Business Administration

California Lutheran University

Bachelor's, Computer Information Systems

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