Life at UpKeep Episodio 13: Carl Matthews, gerente sénior de Éxito del Cliente

Life at UpKeep!

"Life at UpKeep" is an employee spotlight blog series, where we showcase the amazing people and teams in our company doing amazing work together!

Through the eyes of our very own UpKeepers, you’ll get a glimpse into our company culture, our team’s big and small wins, how members of our team came to join and love UpKeep, and so much more! 

Meet Our Teammate!

We are excited to chat with Carl Matthews, our Senior Customer Success Manager! Carl has been integral to providing value for our customers and never skips a beat when it comes to delivering the best customer experience. Not only is he an amazing support system for our customers, but Carl also ensures his team is taken care of and always lends a helping hand. We admire Carl's commitment and creativity when it comes to improving the customer experience and we're grateful to have him here at UpKeep. Here is his interview with our CEO, Ryan!

Ryan: What's up, Carl! Could you start us off by sharing what your role is at UpKeep, and some of your responsibilities?

Carl: Hey Ryan! First off, thanks for having me on the podcast, I’m excited to be here! So I’m a Senior Customer Success Manager here at Upkeep and my main role is to be a consultant for clients and to ensure they have the tools and knowledge necessary to utilize UpKeep!

Ryan: How did you find out about UpKeep? And, what made you want to join the team? 

Carl:  It’s actually a funny story. Tyler, our amazing recruiter, reached out to me to talk about UpKeep. During that time, I had no clue what UpKeep was or what we did but Tyler was so friendly and genuine that it made it difficult to turn down an opportunity to speak. After speaking to Tyler, I immediately bought into not only the product but the core values the company stands by. As a matter of fact, Customers over revenue was the value that really mattered the most to me.

After learning about UpKeep, I started doing some of my own research and found out that Joe (our current VP of Customer Success) left the company I was at during the time to join the team at UpKeep. For those of you that don’t know, Joe was essentially a legend at my previous company and I couldn’t turn down the opportunity to work with him and his team at UpKeep.

After having my in-person interview with Miji and the other team members of the Customer Success team, I knew this was where I wanted to be.

Ryan: Currently, what’s a project you’ve been working on that you’re really proud of? Or, maybe a project you’ve already completed that you still think about?

Carl: Back in June of 2020, I was given the opportunity to figure out a way to smoothly transition unmanaged clients who had the platform to becoming managed. For those of you who might be curious as to what managed and unmanaged means, it’s another way of stating whether or not a Customer Success Manager is working with that account.

Essentially what the Customer Success team noticed is that we had a good amount of clients that were considered unmanaged but upgraded into our managed segment and we didn’t necessarily know how to properly transition them because all of these accounts had varying degrees of knowledge when it came to utilizing the platform. The issue we needed to address was how we could ensure that regardless of the knowledge or progress they’ve made with UpKeep, we could still identify any gaps that may exist within their workflow and really ensure they’re effectively and efficiently utilizing the platform. In other words, providing the same level of service as if they were a new client that had just gone through Implementation with our team.

My solution was actually creating a new meeting cadence specifically for these accounts and creating a slide deck that essentially addressed any gaps they could have in their maintenance workflow. This slide deck also served as an opportunity to allow us to learn more about how we can be of service to these clients regardless of where they currently are in their UpKeep lifecycle.

Ryan: What’s something you love about UpKeep?

Carl: How socially aware and adaptive of a company we are. It’s no shock that the last year has definitely been one for the books and the fact that UpKeep made it known that they are aware of what’s going on in the world whether it’s the political campaign, the riots during the summer of 2020, or even the pandemic, really goes to show how much the employees mean to the company.

Ryan: Awesome, thanks again, Carl, for joining me in this episode of Life at UpKeep! 

Join us!

To learn more about our current openings, visit www.onupkeep.com/careers!