It’s time to feature one of our outstanding Account Managers. This time, we catch up with Matt Ramsey, who joined ModSquad five years ago and has since become an indispensable part of our team. Matt manages several customer service and moderation projects across a range of industries, applying his technical expertise and business acumen to ensure his clients’ needs are taken care of. He’s also dedicated to fostering camaraderie among those he manages.
When he’s not hard at work, you’ll find Matt exploring nature around his home in Florida. Thankfully, we didn’t have to chase him through the woods to get him to answer a few questions for us about his time at ModSquad.
Tell us about your background.
I have two degrees from Eckerd College in my hometown of St. Petersburg, Florida in Computer Science and Business. After college I worked independently doing local SEO, marketing, and business development, and as a web designer and developer. I also built a solid foundation in customer service while working in athletics administration for the City of Largo. It was during this time that I discovered ModSquad.
I’ve since moved to Gainesville, Florida, where my long-time partner was accepted into veterinary school at the university here. In my spare time, I continue to expand my love for the outdoors by exploring and hiking in central Florida. I’ve also picked up a great hobby in homebrewing.
What brought you to ModSquad?
I joined ModSquad in the fall of 2013, after the company came highly recommended by a friend (and now colleague), Michael Koger, who works out of our Austin, Texas office. I was attracted to ModSquad by the flexibility, culture, and intersection of my interests in tech and business.
What do you do for ModSquad?
I’m responsible for a number of our customer service and moderation accounts, and my focus is always on client service delivery. I also manage the Project Managers who handle the day-to-day activity of each project, as their performance is key to our overall success. Because of my background, I also assist our Services team with things like Zendesk/CRM integration, project kick-offs and documentation, recruitment, and forecasting.
We’d love to hear about a recent success story.
We had a fantastic client success story this year. Earlier this year, we were nearing a 95% customer satisfaction (CSAT) score for a subset of members, so we introduced a new goal: to exceed 95% CSAT. Since then, the team has cracked the threshold and are are now consistently surpassing the goal.
What makes the partnership especially great is strong communication and a group of like-minded people who are invested in helping others. What ties it all together is genuine empathy, not only on the customer level, but also through the Mods and management teams internally and on the client side.
What sets ModSquad apart, in your opinion?
One of ModSquad’s unique elements is the specialized focus we bring to each and every client. By tapping into our vast network of individuals, each with their own various skills, capabilities, and passions, we’re able to staff every project with the right people. Whether it’s a need for technical support, ecommerce customer service, social media community management, or anything in between, we have the right mix to ensure success.
Any great stories that stand out in your memory?
ModSquad is very adaptable. We jump in feet first and are always eager to learn and grow with the client. What really stands out in my memory is the work we do when clients need us on a tight turnaround. When we get requests like these, we pull in a lot of different expertise to find the best solution. Managing short-notice, emergency-type requests from clients can be challenging, but the satisfaction of seeing them through is more than worth it. It’s that feeling of camaraderie in conquering a challenge that stands out to me.