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Matthew Jolley

Director, Customer Success

Customer Success Leader @ Sprinklr - Improving the Customer Experience

Greater Salt Lake City Area

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Matthew Jolley's Email Addresses & Phone Numbers

Matthew Jolley's Work Experience

Sprinklr

Director, Customer Success

New York, New York

Workfront

Senior Director, Customer Success

November 2016 to July 2017

Lehi, Utah

InMoment

VP, Customer Success

February 2016 to November 2016

Salt Lake City, Utah

Matthew Jolley's Education

Brigham Young University

B.S., Sociology, Business Management

1997 to 2001

Matthew Jolley's Professional Skills Radar Chart

Based on our findings, Matthew Jolley is ...

Thoughtful
Persistent
Calm under pressure

What's on Matthew Jolley's mind?

Based on our findings, Matthew Jolley is ...

57% Left Brained
43% Right Brained

Matthew Jolley's Estimated Salary Range

About Matthew Jolley's Current Company

Sprinklr

My team of customer success professionals help our customers leverage the Sprinklr platform to drive an optimal customer experience. We program manage the relationship and partner closely with our colleagues to deliver the right experience, helping our customers use our solutions to increase revenue, reduce cost and mitigate risk.I recruit, train, and develop Customer Success Managers and...

Frequently Asked Questions about Matthew Jolley

What company does Matthew Jolley work for?

Matthew Jolley works for Sprinklr


What is Matthew Jolley's role at Sprinklr?

Matthew Jolley is Director, Customer Success


What is Matthew Jolley's personal email address?

Matthew Jolley's personal email address is m****[email protected]


What is Matthew Jolley's business email address?

Matthew Jolley's business email addresses are not available


What is Matthew Jolley's Phone Number?

Matthew Jolley's phone (**) *** *** 301


What industry does Matthew Jolley work in?

Matthew Jolley works in the Computer Software industry.


Who are Matthew Jolley's colleagues?

Matthew Jolley's colleagues are Patrick O'Brien, Heidi CSCP, Cara Dorgan, Paul Herman, Dahlia JD, Bill LePage, Yoli Chisholm, Kimberly Mika, Matt Dunkin, and Mark Zienkiewicz


About Matthew Jolley

📖 Summary

Director, Customer Success @ Sprinklr My team of customer success professionals help our customers leverage the Sprinklr platform to drive an optimal customer experience. We program manage the relationship and partner closely with our colleagues to deliver the right experience, helping our customers use our solutions to increase revenue, reduce cost and mitigate risk.I recruit, train, and develop Customer Success Managers and ensure we're driving value in every interaction with our customers to improve relationship, product adoption, and business results. I take pride in our excellent retention and upsell results, customer happiness, and employee happiness scores.- Recruited by VPs, with whom I worked while at Adobe & Omniture- 100% retention in 2019- President's Club in 2019- 120% net retention 2020 to date New York, New YorkSenior Director, Customer Success @ Workfront Led a top-notch team in delivering exceptional experiences throughout the customer journey. Helped customers realize value in their investment by connecting their business objectives to our solutions, and by increasing their usage and adoption of those solutions.- Directed the recruiting, hiring, training, and mentoring for a new team, 75% of whom were new to Workfront- Completed client / team segmentation to ensure proper engagement with the right clients- Implemented structure and processes in a new team, developing a proactive and prescriptive program of value-driven engagement - Developed a health scorecard (including NPS) to inform the CSMs and leadership of potential risk, along with the plan to resolve the various situations- Partnered closely with the clients to realize value in their collective investments of $130M annually From November 2016 to July 2017 (9 months) Lehi, UtahVP, Customer Success @ InMoment Led the Customer Success team to help our clients achieve value in their investments of $50M annually, leveraging resources across the company to remove barriers and ensure customer success. Implemented structure and processes in a legacy team, creating a proactive Customer Success team from a legacy of project/program management and tactical reactive tasks. These accomplishments laid the groundwork for increased retention and growth, and the ability to scale with the growth.- Recruited by EVP, to whom I reported while at Adobe & Omniture- Achieved 100% of KPIs each quarter- Completed client / team segmentation to ensure proper engagement with clients- Standardized CSM and Director role, and developed formal career path and opportunities - Improved executive engagement with training, follow-up, and sponsor program- Established a defined process and timeline for accurate bonus payments - Re-implemented and launched ClientSuccess to enable accurate data, ongoing updates, and rigor in reporting, records, and actions- Increased team morale, also bringing employees from separate offices (and formerly competitors) closer together From February 2016 to November 2016 (10 months) Salt Lake City, UtahManager, Customer Success @ Adobe Led an exceptional team of Customer Success Managers to deliver value to our clients through their relationship with Adobe. I led three different CSM teams at Adobe (outlined in the year-specific descriptions below) to better understand and optimize all customer segments. We consistently delivered top results to the customer and the company.- Overachieved KPIs every quarter, every year: 2012: 138%, 2013: 110%, 2014: 115%, 2015: 110%- Increased retention by 10% over 6 quarters (2014-15), translating to an additional $15M- CSM on my team was awarded Account Manager of the Year in 20122015: Building on the success of 2014, doubled the number of CSMs on our "Scale"​ team, adding 25% more customers and 3 additional products; helped clients to realize value in their collective investments of $120M annually2014: Developed a "Scale"​ CSM team, implementing a specialized team-based engagement model to effectively manage over 800 customers using 3 of Adobe's Marketing Cloud solutions; helped clients to realize value in their collective investments of $100M annually2013: Led our Strategic Media & Entertainment team, focused on high-touch engagements (included Comcast/NBC, Conde Nast, Cox, Gannett, Hearst, MLB, News Corp, NFL, NBA, Scripps Networks, Time Warner, Turner/CNN, etc.); helped clients to realize value in their collective investments of $60M annually2012: Led our Key Accounts team, focused on top customers with growth potential (included FedEx, Ford, GE, IBM, Lenovo, Samsung, SAP, Sony, Scottrade, TD Bank, Wells Fargo); helped clients to realize value in their collective investments of $40M annually From December 2011 to February 2016 (4 years 3 months) San Jose, CaliforniaAccount Manager, Team Lead @ Adobe Worked closely with some of Adobe's largest clients to drive value in their business using our solutions for digital marketing. Clients included Ford Motor Company, Allstate, State Farm, Sears, Lands End, and others.Mentored team members and acted in several management roles as a team lead.- Awarded Account Manager of the Year in 2011- Awarded Adobe's Platinum (President's) Club- Overachieved KPIs every quarter, including 133% overall in 2011- Promoted to Manager From October 2009 to November 2011 (2 years 2 months) San Jose, CaliforniaAccount Manager @ Omniture Worked closely with some of Omniture's largest clients to drive value in their business using our solutions for digital marketing, especially analytics and testing/targeting. Clients included Washington Post, Scholastic, Edmunds, Tribune, LDS Church, Ancestry, Classified Ventures, and others. Adobe acquired Omniture in October 2009.- Recruited by two fellow account managers to join their team- Overachieved on KPIs every quarter- Promoted to Team Lead to mentor team members and prepare for management roles From May 2008 to October 2009 (1 year 6 months) Orem, UtahAccount Manager @ PacketFront / DynamicCity Developed new business opportunities to consult and deploy advanced fiber-optic communication networks. Trained and directed state lobbyists on our services, coordinating internal work and communication flow between departments to deliver on the custom and unique needs of each client. PacketFront acquired DynamicCity in August 2007.- Recruited by VP, to whom I reported while working at Management Dynamics- Implemented efficient process for product delivery, decreasing timeline by 20%- Developed new telecom market, securing and implementing several contracts simultaneously- Integrated clients and projects into new parent company based in Stockholm, Sweden From April 2003 to April 2008 (5 years 1 month) Lindon, UtahCorporate Account Manager @ Enterprise Rent-A-Car Managed the entire fleet of passenger and cargo vans in the Utah/Idaho region and led branch efforts in bringing new corporate accounts to Enterprise.- Simplified reservation process, leading to a 20% increase in reservations over 3 months- Generated 15% more revenue without incurring additional capital costs- Created and implemented sourcing program to facilitate immediate access to current rates- Earned several awards for exceptional achievement in sales, marketing, and attitude From December 2001 to April 2003 (1 year 5 months) Salt Lake City, UtahManager, Client Services @ Baker & Taylor / Management Dynamics Revolutionized the use of digital data, allowing public entities easy access to understand and improve their business. Baker & Taylor acquired Management Dynamics in November 2000.- Achieved 80% market share and retained over 95% of customers- Led team of 8 (grew from 2) in software consulting, training, implementation, and technical support- Redesigned implementation process, decreasing delivery time by 50%- Built long-term relationships with complex political clients, managing 35 long-term state government contracts simultaneously- Integrated my team into the new billion-dollar parent company From July 1998 to November 2001 (3 years 5 months) Provo, Utah


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In a nutshell

Matthew Jolley's Personality Type

Extraversion (E), Intuition (N), Thinking (T), Judging (J)

Average Tenure

2 year(s), 5 month(s)

Matthew Jolley's Willingness to Change Jobs

Unlikely

Likely

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There's 74% chance that Matthew Jolley is seeking for new opportunities

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