Linda Matthews is a seasoned Customer Experience and Success Fractional Advisor, currently leveraging her extensive expertise to drive transformative initiatives in the SaaS industry. With a robust background in developing and mentoring high-performance teams, Linda excels in delivering comprehensive Customer Success Management, Professional Services, and...
Linda Matthews is a seasoned Customer Experience and Success Fractional Advisor, currently leveraging her extensive expertise to drive transformative initiatives in the SaaS industry. With a robust background in developing and mentoring high-performance teams, Linda excels in delivering comprehensive Customer Success Management, Professional Services, and Technical Support. Her strategic approach emphasizes the importance of refining best practices and processes, utilizing key metrics such as Net Promoter Score (NPS), Customer Health, and support satisfaction scores to foster continuous improvement in customer experiences.
In her current role, Linda is spearheading key projects focused on the development of Customer Experience roadmaps and process optimization. By identifying and strengthening internal collaboration points, she aims to elevate customer satisfaction levels and ensure that clients receive unparalleled service. Her work involves the meticulous crafting and refinement of KPI and Customer Health Frameworks, which are essential for measuring success and driving accountability within customer-facing teams.
Linda’s expertise extends beyond traditional customer service paradigms; she is adept at integrating cloud computing solutions and go-to-market strategies that align with business development goals. Her skills in CRM, partner management, and business alliances enable her to create synergistic relationships that enhance customer engagement and retention. As an advocate for customer-centric methodologies, Linda Matthews is committed to empowering organizations to achieve their customer success objectives, ultimately leading to sustainable growth and enhanced customer loyalty. Her passion for excellence in customer experience positions her as a pivotal figure in the evolving landscape of SaaS customer success.
