Summary
Overview
Work History
Education
Skills
Phonenumbers
Educationandprofessionaldevelopment
Timeline
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Matthew Arch

Burlington,Canada

Summary

Offering keen understanding of customer engagement and relationship management, eager to learn and develop in collaborative environment. Brings ability to quickly grasp product knowledge and leverage problem-solving and communication skills. Ready to use and develop critical thinking and client management skills.

Overview

23
23
years of professional experience

Work History

Senior Customer Success Manager

Questica Software/Euna Solutions
04.2023 - Current
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.

Customer Success Manager

Questica Software/Euna Solutions
11.2017 - 04.2023
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.

Sr. Client Relations Consultant

Manulife Financial/John Hancock Insurance
07.2008 - 04.2017
  • Internal account manager for three of the top 10 John Hancock relationships
  • Provide first level support between accounts and John Hancock
  • Establish and develop business-to-business relationships
  • Responsible for issues escalated from numerous back offices to John Hancock
  • Conduct yearly site visits to accounts to train on John Hancock products and procedures
  • Most training pre-arranged
  • Gaps identified during site visits are documented for further follow-up
  • Work with accounts on marketing strategy and build pieces per campaign goals
  • Utilise internal software to identify target audiences for marketing material
  • Liaise daily with Account Vice President
  • Update each other on status from an internal/external perspective
  • Share minutes on calls not mutually attended
  • Represent John Hancock at industry conferences
  • Lead on three major projects: John Hancock producer website redesign, John Hancock streamlined underwriting process, Edward Jones insurance application submission platform
  • Subject expert on two major projects: John Hancock e-document implementation, Multi-carrier insurance 'drop-ticket' submission platform

Sr. Customer Service Associate

Manulife Financial/John Hancock Insurance
04.2005 - 07.2008
  • Team lead for 40 reps – oversee service of $58B US in invested assets
  • Monitor and measure team performance goals and objectives
  • Motivate, inspire and coach team members in development of superior customer service skills
  • Monitor the quality of representatives’ calls on monthly basis to ensure they meet and exceed company and clients’ needs and expectations
  • Monitor call centre service levels to ensure uninterrupted coverage
  • Key contact for high-value brokerage firms
  • Team escalation specialist – use verbal reasoning and interpersonal skills to resolve escalated client issues and concerns – average 3 per day
  • Train new and existing employees on current and newly implemented products, procedures and effective time management skills
  • Leader of special project team working on improving operational efficiencies

Sr. Client Account Representative

Manulife Financial/John Hancock Retirement Plan Services
08.2001 - 04.2005
  • Manage enhanced client base of 175 contracts with $160M US in invested assets
  • Act as mentor in new employee training program teaching hands-on job skills
  • Support clients with the implementation and administration of US pension accounts
  • Proactively convert clients to updated filing and administrative tools

Education

Own the Podium (Public Speaking) -

WATMEC
01.2011

LOMA - ALMI -

Manulife Financial
01.2009

FINRA - Series 6 -

Manulife Financial
01.2005

Private Pilot Licence -

Spectrum Airways
Burlington
07-2000

Co-op Diploma - Marketing

Mohawk College
06-2000

Skills

  • Data-driven decision making
  • Customer advocacy
  • Relationship management
  • Upselling strategies
  • Webinar hosting

Phonenumbers

(905) 336-3871, (905) 510-1972

Educationandprofessionaldevelopment

  • Facet5, Manulife Financial, 2015
  • Own the Podium (Public Speaking), WATMEC, 2011
  • LOMA - ALMI, Manulife Financial, 2009
  • LOMA – ACS, Manulife Financial, 2009
  • FINRA - Series 6, Manulife Financial, 2005
  • Co-op Marketing Diploma, Mohawk College, 2000
  • Private Pilot Licence, Spectrum Airways, 1998-present

Timeline

Senior Customer Success Manager

Questica Software/Euna Solutions
04.2023 - Current

Customer Success Manager

Questica Software/Euna Solutions
11.2017 - 04.2023

Sr. Client Relations Consultant

Manulife Financial/John Hancock Insurance
07.2008 - 04.2017

Sr. Customer Service Associate

Manulife Financial/John Hancock Insurance
04.2005 - 07.2008

Sr. Client Account Representative

Manulife Financial/John Hancock Retirement Plan Services
08.2001 - 04.2005

LOMA - ALMI -

Manulife Financial

FINRA - Series 6 -

Manulife Financial

Own the Podium (Public Speaking) -

WATMEC

Private Pilot Licence -

Spectrum Airways

Co-op Diploma - Marketing

Mohawk College

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Matthew Arch