Matthew Cowdell
Auckland
Summary
- Dynamic Customer Success Manager with a proven track record at Manage My Health.
- Head of training and implementation. Trained and implemented 127 Medical Centres over 2 years. Taught hundreds of GP's and administrative staff on how to use the product. Provided ongoing technical assistance to customers.
- Currently account manage 187 Medical Centres mainly across the North Island. Improved NPS from negative to positive through technical support and training.
- Account Management has led to an increase in 300,000 users in past year.
- Implemented fixes to self-registration and a help centre which have been two greatest software improvements in past 3 years.
- Have sold and implemented 41 Medical Centres in past financial year resulting in an additional $156,000 in revenue.
- Never lost a customer to a competitor as a result of account management ability and training.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Manage My Health
06.2022 - Current
- Overall focus is the sale and implementation of new Medical Centres. Demonstrate the product to GP's and Health organisations
- Provide training on the product to administrative staff, nurses and General practitioners
- Delivered ongoing technical assistance and support to customers
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Labourer and Truck Driver
Eastern Earthmovers
01.2017 - 12.2021
- Followed instructions and safety protocols to prevent accidents and injuries.
- Dug trenches, backfilled holes and compacted earth to prepare for new construction.
- Moved and cleared debris from work sites to dispose of in designated areas.
- Improved worksite efficiency by maintaining clean and organized work areas.
- Supported construction projects by assisting with heavy equipment operations and manual labor tasks.
Education
Bachelor of Commerce - Management And Marketing
University of Otago
Dunedin, NZ11-2021
High School Diploma -
King's College
Auckland12-2018
Skills
- Account management - provided ongoing technical support and used customer suggestions to improve the portal
- Training and mentoring - trained hundreds of GP's and administrative staff
- Customer service both provider and patient
- Key accounts development
- Sales proficiency
- Cross-functional coordination
Certification
- New Zealand Certificate in Real Estate (Salesperson)
Timeline
Customer Success Manager
Manage My Health
06.2022 - Current
Labourer and Truck Driver
Eastern Earthmovers
01.2017 - 12.2021
- New Zealand Certificate in Real Estate (Salesperson)
Bachelor of Commerce - Management And Marketing
University of Otago
High School Diploma -
King's College
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