James Matthew Wall
PMP, CSPO, CSM, ITILv3, PMC
8715 Primrose Lane. Austin, Texas, 78757 United States
(512) 745-6933 | jmattwall@gmail,.com | LinkedIn/in/JMattWall/
Proven Leader in Customer Experience and Operational Excellence, Specializing in SaaS and B2B/B2G Services
Product Management | Project Management | Program Management
Customer Success & Retention | Business Ops Roadmap Design | Change Management & Process Standardization | PMO & Tech Support
Customer Experience Optimization
Tech Integration & Quality Assurance
Customer Expectation Management
Client Relationship Development & Nurturing
End-To-End Customer Lifecycle Management
Metric-Based Performance Evaluation
Product Enhancement & Adoption
High-Performing Team Development
Policy & Procedure Compliance
Euna Solutions
VICE PRESIDENT of CUSTOMER EXPERIENCE & TECHNICAL SUPPORT
11/2021 – 01/2024
Remote
Experience
As the Vice President of Customer Experience and Technical Support at Euna Solutions (previously called GTY Technology), a leading provider of cloud-based solutions for public sector agencies, I was committed to fostering a culture of excellence. Our trusted solutions, backed by a portfolio that includes Questica, Bonfire, and eCivis, have empowered over 2,000 agencies to manage their operations more effectively, from budgeting and procurement to permits and payments, including specialized K-12 education program administration. My leadership was pivotal in managing Euna's Customer Experience, Technical Support, Learning & Adoption, and Grants Research teams to deliver tangible, exceptional outcomes that exceed our clients' expectations.
With a solid commitment to customer advocacy, operational efficiency, and project management, I led support for over $330 billion in funds across various programs, including awarding 11,298 grants totaling $25 billion and facilitating $4.1 billion in payment transactions and supporting over 75,000 procurement transactions valued at $31.6 billion. Project management of initiatives that positively impacted over 400,000 students through educational services and supported the successful execution of 16,127 projects.
My role encompassed orchestrating a customer-first experience strategy. I steered the customer experience and technical support teams towards outstanding service, ensuring high customer satisfaction and loyalty and oversaw the calibration of key performance metrics for the customer experience and technical support teams, focusing on response and resolution times, customer satisfaction, and retention.
Strategic Leadership and Organizational Transformation
Orchestrated comprehensive CX enhancements, aligning customer success with tech support strategies, impacting 3,300+ clients.
Championed the integration of companies, managing $60M in ARR and unifying CS teams to strengthen operations.
Team Leadership and Development
Commanded a 100-strong multidisciplinary team encompassing CS managers, technical support, learning and adoption, and grant research, instilling a culture of continuous improvement and rigorous performance monitoring.
Fostered interdepartmental synergy by optimizing resources and streamlining processes, boosting team effectiveness and customer satisfaction.
Operational Excellence and Innovation
Standardized and improved CS operations, integrating essential tools (CRM, Incident Tracking, LMS), centralizing customer data for enhanced CRM and decision-making.
Transformed grant-seeking with AI processes, leading a 20-person team to significantly increase efficiency and outcomes.
Drove account growth and retention, leveraging product suites for upselling/cross-selling, affecting $60M in ARR and managing 3,300+ customer relationships.
Oversaw the management of $330+ billion in funds, directing significant grants and procurement projects through strategic leadership.
Product Management and Development
Led and mentored a new product team, steering vision, strategy, roadmap and prioritization to deliver high-quality products on schedule and within budget.
Forged strategic relationships with key accounts to inform grants management and product development, aligning with market needs and customer expectations.
NSS Labs was a respected security company that performed hands-on testing of the world’s leading cybersecurity products and executed tests that included endpoint, network, data center, and cloud security products. I led the company’s testing services division. I worked closely with Ops, Sales, Marketing, Research, and other company areas to develop new test concepts, oversee the build-out and maintenance of new test environments, support execution, and maintain existing initiatives. While only at NSS Labs for eight months, my responsibilities included the following until NSS Labs ceased operations on 10/15/2020 due to Covid-related impacts:
Project Management Excellence and Operational Efficiency
Directed comprehensive restructuring of product portfolio and PMO, markedly enhancing security testing team efficiency and streamlining customer service operations.
Implemented a strategic project management tool, achieving a 100% on-time completion rate through optimized project oversight and enhanced onboarding and milestone processes.
Strategic Leadership and Team Management
Reorganized the NSS Labs PMO to boost organizational transparency into project priorities, timelines, and deliverables, effectively managing 14 simultaneous projects with engagement across 152 global customers.
Led a dedicated team of nine Security Engineers, orchestrating test schedules, harness build-out, test executions, and certifications, upholding the highest security testing standards and project delivery.
Customer Relationship and Compliance Management
Acted as the chief escalation contact for customer issues, securing compliance with contractual obligations and sustaining high customer satisfaction levels.
Functioned as the external representative for NSS Labs, providing exceptional customer service and maintaining robust relationships with a diverse clientele.
Collaboration and Influence
Collaborated intimately with PMO, sales, and engineering teams to devise detailed test execution schedules, covering all aspects of planning, scope definition, risk management, issue resolution, and resource allocation.
Consistently engaged with stakeholders at all organizational tiers to forge consensus and ensure alignment on test execution strategies and project deliverables, promoting a culture of collaboration and excellence.
NIC (since acquired by Tyler Technologies) works with government entities for application development and financial product support. In Texas, I directed a team that ensured quality Business Operations, SaaS product delivery, award-winning Services Support, and Quality Assurance best practices - from determining needs through metric-proven problem resolution. I drove customer, constituent, and partner satisfaction, headed the Product Management group, negotiated contracts, oversaw vendor performance management, streamlined internal tool selections & configurations, performed financial file management, and executed partner communications. Highlights included:
Strategic Financial Management and Process Optimization
Orchestrated financial credit card processing operations for over 60 Texas government sites, including Texas.gov, managing a $24M+ budget, ensuring optimal fiscal control and allocation.
Executed major enhancements in file delivery and accuracy for processing over 221 million transactions annually, achieving 99.999% accuracy for the State of Texas.
Leadership in Quality Assurance and Team Supervision
Championed QA initiatives, leading team restructuring and best practice implementation across Agile and Waterfall methodologies to uphold superior quality.
Oversaw comprehensive service delivery, ensuring client satisfaction and adherence to KPIs amidst significant workforce reductions.
Operational Excellence in Service Delivery
Enhanced transaction processing reliability and scalability to support high-volume Texas government contracts, in close collaboration with software engineering teams.
Agile Implementation and Project Management
Spearheaded the adoption of Agile methodologies, significantly increasing project success rates and ensuring on-time delivery within challenging timelines.
Led the Product Management group, directing enterprise services and charting the strategic direction for product offerings serving over 170 government agencies.
Customer Service and Help Desk Administration
Managed robust internal and external Service Desk teams, resolving over 2 million support interactions and earning the prestigious "Stevie Award" twice for outstanding service.
Resource Management and Operational Oversight
Orchestrated state-wide operations and inventory management for Texas's vehicle inspections across 6,500 locations, managing a $5M+ budget and ensuring seamless service.
Dell is a global technology sector leader known for its wide range of personal computers, servers, software, and associated services. I worked in progressively advanced positions with seven different business organizations, including Services Marketing, PMO, and IT, focusing on driving customer experience improvements, analysis-driven cost savings, internal tool development, PMO Agile implementation, and end-user marketing initiatives. Progressive roles included Sr. Project Manager for Global Customer Experience and Americas Business Operations teams, Sr. Project Manager for Global Support Services and IT, and Sr. Product Manager for Marketing Services.
Innovation and Product Development
Orchestrated the end-to-end development of Dell Services offerings, crafting a comprehensive mobile strategy and integrating lead generation and social media, setting the stage for a projected $114 million revenue growth over three years.
Executed a large-scale CRM remote tool development initiative, managing 500 customers and 100K devices, achieving 99.9% tool stability and bolstering UI performance, culminating in $8M in revenue.
Quality Assurance and Process Optimization
Launched a global customer order validation process, implementing stringent quality controls that protected $32 million in orders and yielded $5 million in savings within a single quarter.
Strategic Collaboration and Global Outreach
Created and launched a globally accessible Services online portal, reaching audiences in 27 countries and 34 languages.
Training and Compliance
Led comprehensive SDLC training initiatives, playing a pivotal role in the team's attainment of ISO9001 certification.
Spearheaded a major service desk automation project via Oracle/Siebel, significantly elevating Dell's customer support capabilities.
Project Management and Stakeholder Engagement
Collaborated with the PMO to enhance and deploy SDLC methodologies, optimizing project workflow and ensuring seamless phase transitions.
Maintained daily coordination with over 45 stakeholders across 20 global sites, ensuring clear communication and strategic project alignment with business goals.
Customer Engagement and Satisfaction
Amplified customer opt-in rates by 150% through IVR Survey improvements, significantly increasing engagement and enriching feedback mechanisms for 1.8 million weekly calls.
Defined and oversaw frontline support protocols for over 45,000 agents, swiftly resolving over 900 issues to uphold superior customer service standards.
AOL was a pioneering internet services provider renowned for its web portal, online services, and early instant messaging platform. I worked in progressively advanced positions, from call center management to corporate responsibilities, making marketing decisions impacting hundreds of thousands of AOL customers and I was recognized as AOL's Top Talent in 2005 and 2006. My responsibilities included extensive marketing test oversight, CRM and internal tool development, domestic and international vendor verification, metric quality evaluation, training administration, and development of customer support cost-saving strategies. Progressive roles included Call Center Operations Manager, Project Manager for Marketing Operations, Manager for Central Services Administration, and Sr. Product manager for Business Solutions teams.
Innovation in Customer Self-Service and CRM Implementation
Spearheaded the transformation of customer support by deploying self-service solutions, achieving a 78% user adoption rate and netting $5 million in annual savings.
Engineered and executed a CRM marketing tool strategy that solidified sales consistency and enhanced member retention.
Amplified online support engagement by 30%, resulting in $1.2 million in annual savings and reducing reliance on traditional phone support.
Training Management and Employee Development
Designed and implemented a PMO tool to oversee training management, orchestrating 1.5 million training hours for 16,000 employees globally.
Developed an internal project management system that streamlined over 700 training resource requests, optimizing 3200 development hours and 750 instructional hours yearly.
Championed the adoption and management of a Learning Management System (LMS), overseeing the integration of support functions and the development of e-learning tools.
Quality Assurance and Performance Compliance
Enforced adherence to policies and support programs, leveraging business intelligence insights to refine customer escalation processes and achieve strict quality metrics.
Oversaw enforcement of contact center and vendor performance compliance, ensuring thousands of employees and contractors met company standards.
Strategic Leadership and Operational Management
Led diverse teams, directly steering sales strategies to secure over 60% closure rates on high-volume inbound calls.
Directed multiple product launches and operational strategies, influencing up to 160,000 end-users and catapulting product retention rates from 12% to 35% in six months.
Directed strategic marketing initiatives and operational tactics, accountable for P&L and securing notable retention rates in a competitive landscape.
Recognition and Team Leadership
Recognized as AOL’s Top 10% of Talent in 2005 and 2006, distinguishing myself through standout performance and potential.
Fostered team excellence through dynamic team building, performance coaching, and skill development, validated by numerous peer and employee awards and low attrition rates.
Additional Professional Experience
Retail Management
1991 – 1999
Billings, MT and Tucson, AZ
Evolving responsibilities included leading all aspects of retail management for two family-owned bookstores, (6000 sq ft / $1M sales per year and 9000 sq ft / $3M sales per year), including employee hiring, appraisal and development, and all HR-related needs. Responsibilities fulfilled four key functions:
Financial and Facilities Management: Increase retail efficiency by overseeing stock levels, purchasing, and advertising budgets, visual merchandising, and facilities management.
Front Line Visibility: Ensure customers’ needs are met through the daily direction of full and part-time employees.
Back Office Support: Interview, hire, train, and schedule employees in all store operations. Oversaw performance in customer service, sales, and loss prevention.
Purchasing and Product Representation: Purchase multiple lines of retail products and leverage merchandising efforts and advertising production.
Accomplishments
CX/CS Leadership that focuses on the Customer
EUNA Solutions
Orchestrated customer experience enhancements across the board, integrating customer success with technical support strategies to positively impact over 3,300 clients.
Played a pivotal role in managing the merger of companies, overseeing a significant $60M in Annual Recurring Revenue (ARR) and unifying customer success teams to bolster operational strength.
Led a diverse 100-member team across various disciplines, instilling a culture of continuous improvement and rigorous performance monitoring.
Drove substantial growth in customer account retention, successfully utilizing product suites for upselling and cross-selling, impacting ARR and maintaining over 3,300 customer relationships.
NSS Labs
Directed a sweeping restructuring of the product portfolio and the Project Management Office, significantly improving security testing efficiency and enhancing customer service procedures.
As a strategic leader, I reorganized the PMO to enhance visibility into project operations. I effectively oversaw 14 simultaneous projects with global customer engagement.
Stood as the primary point of contact for customer issues, ensuring contract compliance and sustaining high levels of customer satisfaction.
Fostered a collaborative environment, working closely with PMO, sales, and engineering to develop detailed execution schedules and unite stakeholder efforts toward common goals.
NIC Inc.
Managed and optimized fiscal operations for over 60 Texas government websites, including the high-profile Texas.gov, with an annual budget exceeding $24M.
Executed significant improvements in transaction processing, which led to a 99.999% accuracy rate, reflecting the high standards upheld under my leadership.
Led quality assurance and service delivery teams, maintaining customer satisfaction and meeting KPIs despite workforce reductions.
Oversaw the agile transformation within the organization, which significantly boosted project success rates and ensured timely delivery.
Dell Technologies
Drove Dell Services offerings' end-to-end development and market launch, developing strategies that projected substantial revenue growth.
Led large-scale CRM and remote tool development initiatives, managing significant numbers of customers and devices, instrumental in generating $8M in revenue.
Launched a globally accessible Services online portal, expanding market outreach to 27 countries and 34 languages, thereby enhancing global brand visibility.
Defined and managed customer service protocols for a large team, resolving issues efficiently to maintain high service standards.
AOL
Led the transformative rollout of customer self-service and CRM solutions, significantly enhancing user adoption rates and contributing to considerable annual savings.
Played a crucial role in developing a CRM strategy that bolstered sales consistency and enhanced member retention.
Enhanced online customer engagement by 30%, translating into notable annual savings and reducing dependence on traditional support channels.
Recognized for top-tier talent and leadership, driving team success through effective coaching and professional development initiatives.
Product Leadership that Focuses on Delivering Results
EUNA Solutions
Led the ideation, strategic planning, and execution of new product initiatives, directly influencing a customer base of over 3,300 and managing products contributing to $60M in ARR.
Mentored and guided a product team through the intricate process of aligning product development with granular market needs and customer expectations, ensuring the delivery of high-quality solutions on time and within budget.
NSS Labs
Oversaw the strategic overhaul of the product portfolio, significantly optimizing the PMO's effectiveness and contributing to the organization's security testing prowess.
Championed a product management culture that emphasized strategic alignment across functions, ensuring the highest security testing standards precisely met project deliverables.
NIC Inc.
Steered the product management group, directing enterprise services and shaping the strategic trajectory for products that served over 170 government agencies, showcasing a commitment to broad-scale operational impact and customer-centric product development.
Dell Technologies
Orchestrated the full-cycle development of Dell Services offerings, integrating cutting-edge mobile strategies and leading generative social media tactics into the service catalog, setting the stage for an anticipated $114 million in revenue growth.
Spearheaded the development and implementation of a CRM remote tool, managing significant customer and device volumes. This tool not only improved UI performance but also played a crucial role in achieving $8M in revenue.
AOL
Drove AOL's product management to new heights by developing and executing strategies that substantially increased user engagement and member retention, contributing to a 30% rise in online support engagement and a more efficient, cost-effective service model.
Directed strategic product launches and operational strategies, achieving a remarkable increase in product retention rates from 12% to 35% within six months for a key telephony product. This demonstrated acute strategic acumen and a profound understanding of market dynamics.
Certifications & Education
Certifications
Project Management Professional (PMP), Project Management Institute.
Certified Scrum Product Owner (CSPO), Scrum Alliance
Certified Scrum Master (CSM), Scrum Alliance
Information Technology Infrastructure Library (ITILv3), Office of Government Commerce (OGC)
Pragmatic Marketing Certified (PMC), Pragmatic Marketing Institute
Education
B.S. Business Administration, Magna Cum Laude, Rocky Mountain College (Billings, MT)
B.A. English Literature, Magna Cum Laude, Rocky Mountain College (Billings, MT)
High School Diploma, Billings Senior High School (Billings, MT)
Interests & Hobbies
Music: I’m a self-taught keyboard hack who played in a couple of bands in Austin
Home Improvement: HGTV addict here. Home improvement is my costly, never-ending hobby. Who needs savings anyway?
Working Out. Fitness fanatic or just running from responsibilities? Either way, the gym is my second home!
Snow Boarding: Montana-born, so snowboarding is in my DNA. I can't seem to shake the snow off no matter where I go, even though lately I’m hitting the beach far more often.
My Dogs: Duke and Bentley are my four-legged CEOs. Ask for their latest shenanigans!
Mornings: Morning person alert! I get things done and make magic happen, all with a little help from my trusty sidekick, coffee.