Matt Troy

Matt Troy

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Head of Customer & Employee Experience
Indiana, United States

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Résumé

Jobs verified_user 0% verified
  • Tekmetric
    Head of Employee Experience
    Tekmetric
    Aug 2025 - Current (1 year 2 months)
    Expanded scope from new hire onboarding to companywide employee enablement, ensuring teams stay sharp on industry trends and product knowledge.

    Designed and led in-person onboarding at HQ, training 20+ new hire classes (100+ employees) as the company tripled headcount.
  • Tekmetric
    Bridge Leadership Roles
    Tekmetric
    Jul 2022 - Aug 2025 (3 years 2 months)
    Stepped in as interim leader across Customer Success, Support, Marketing, and Sales Development during periods of rapid growth and transition.

    Key highlights:
    - Customer Support & Success (2025): Managed team of 17; cut chat wait times by 51% through process and scheduling improvements.
    - Customer Success (2024): Directed team of 35; reduced churn by 36% and restored sub-1% monthly churn.
    - Sales Development (2023): Rebuilt SDR team and hired new manager; doubled output by year-end.
    - Marketing (2022–2023): Cut $1M in spend, rebuilt team, and grew marketing-sourced funnel by 100% while staying 19% under budget.
  • Tekmetric
    Strategy & Growth Leadership
    Tekmetric
    Jun 2021 - Apr 2025 (3 years 11 months)
    Head of Strategy (2022–2025): Aligned teams through hypergrowth; drove 227% logo growth and 396% revenue growth.

    Customer Experience (2025): Launched companywide CX initiative; delivered kickoff keynote and built execution plans with department leaders.

    Corporate Growth Strategy (2021–2022): Partnered with executives during Series A fundraising to formalize long-term growth plans.

    Brand Strategy (2021): Shaped positioning and messaging to support fundraising and scale-up.
  • Slalom
    Senior Consultant - Strategy & Operations
    Slalom
    Jan 2021 - Jun 2021 (6 months)
    Embedded at some of the world’s largest life sciences companies on post-merger integration, security technology transformation as well as working to build better patient experiences from inside out.
  • Slalom
    Consultant
    Slalom
    Oct 2019 - Dec 2020 (1 year 3 months)
    Part of the Strategy & Operations division of Slalom's Business Advisory Services team in Chicago, I teamed with forward-thinking business leaders to solve problems in insurance, technology, non-profit and life sciences.
  • DORN
    Director, Strategy
    DORN
    Jan 2019 - Oct 2019 (10 months)
    Lead day-to-day strategic operations for key clients as well as worked with firm leadership to drive the direction of the strategy function for Dorn as a firm.
  • DORN
    Senior Strategist
    DORN
    Jan 2014 - Dec 2018 (5 years)
    Senior strategic voice between Dorn and firm clients. Charged with building and maintaining growth initiatives that build enterprise value for growth-minded organizations.

    Specialize in pre and post M&A brand strategy, VOC research and value proposition definition and re-definition.

    Experienced in a variety of industrial markets including manufacturing, automotive, 2 and 3-step distribution, HVAC, woodworking and renewable energy.
  • DORN
    Account Planner & Brand Strategist
    DORN
    Jan 2012 - Jan 2014 (2 years 1 month)
    Worked face to face with key clients to develop, execute, and measure brand-driven initiatives. Focused on strategic congruence, and long-range positioning. Experienced in corporate re-branding, new product launch strategy, and tactical measurement & analysis.
  • DORN
    Online Marketing Manager
    DORN
    Jul 2010 - Mar 2012 (1 year 9 months)
    Responsible for online presence for all agency clients, including Social Media, SEM, Web UI analysis and analytics.

    Conducted best practices research, focus groups, and gathered client insight to allow creative and technical teams to build, or redesign web based properties and programs for agency clients.

    Relocated from Geneva to Nashville in March of 2012 to assume account planning and strategy role for key Dorn clients.
  • Panther Vision LLC
    Sales and Marketing Account Executive
    Panther Vision LLC
    Nov 2008 - Jul 2010 (1 year 9 months)
    Inside Sales, Marketing Coordination, Trade Show Planning & Execution for a small manufacturer. Learned a product line from the ground up and worked with management to take learnings from the field and roll them into marketing and sales messaging for ads, brochures, trade show collateral and more.

    Interacted with customers gathering feedback and insight into their buying processes, and product perception.
  • CHICAGO GOLF CLUB
    Caddie
    CHICAGO GOLF CLUB
    Jun 2000 - Oct 2009 (9 years 5 months)
    Got the opportunity to learn the game on one of the USGA's charter courses. The oldest 18 hole layout in the US, and my favorite place to spend a summer day. Being a caddie taught me the value of hard work, gave me an appreciation for listening and being analytical. Caddied for Team USA, and JB Holmes in the 2005 Walker Cup, and spent ten years molding friendships I'll never forget.
Education verified_user 0% verified
  • Naperville Central High School
    Naperville Central High School
    Naperville Central High School
  • Gies College of Business University of Illinois UrbanaChampaign
    Business Admin, Marketing
    Gies College of Business University of Illinois UrbanaChampaign
    Jan 2004 - Jan 2008 (4 years 1 month)
Projects (professional or personal) verified_user 0% verified
    Publications verified_user 0% verified
    • D
      Little Things in a Big Sky
      DEC
      A collection of short stories that highlight some of life's simplest, yet most rewarding observations and everyday occurrences, Little Things in a Big Sky is a warm mixture of childhood memories, obscure thoughts, and a call to action to look for the little things that make life great.
    This is a community-created genome.