Matt K.
About Matt K.
Matt K. is a Customer Support Engagement Specialist at DrChrono, where he has worked since 2019, focusing on customer onboarding and software training. He has a diverse background in customer support, quality assurance, and personal training, with experience at various companies including Zenimax Online Studios and Rendia, Inc.
Work at DrChrono
Matt K. has been employed at DrChrono since 2019, serving as a Customer Support, Engagement Specialist. In this role, he performs new customer product onboarding and provides software training for existing customers. He offers Tier 1 technical support, ensuring that users can effectively utilize the software. His responsibilities include explaining basic marketing techniques to practices to enhance their use of the software. Matt manages SaaS accounts primarily in the Ophthalmology and Optometry sectors, catering to both small practices and large health systems.
Previous Experience
Prior to his current role at DrChrono, Matt K. held various positions that contributed to his expertise in customer engagement and support. He worked as a Customer Success Account Manager at Rendia, Inc. from 2016 to 2019, where he focused on customer satisfaction and account management. Before that, he was a Certified Personal Trainer at Brick Bodies Fitness Services, Inc. from 2015 to 2016, and a Quality Assurance Tester at Zenimax Online Studios from 2014 to 2015. Additionally, he gained experience in the sports industry as a Productions Crew member and Videography/Editing Intern with The Baltimore Orioles in 2013 and 2014.
Education and Expertise
Matt K. earned a Bachelor of Arts (B.A.) in Electronic Media from Towson University, where he studied from 2009 to 2013. His educational background has equipped him with skills relevant to customer engagement and technical support. He applies his knowledge to develop creative solutions that integrate product usage within existing practice workflows, enhancing the overall customer experience.
Customer Engagement and Revenue Management
In his role at DrChrono, Matt K. consistently renews approximately $60,000 in revenue each month through proactive customer engagement. His focus on building strong relationships with customers allows him to understand their needs and provide tailored support. This proactive approach contributes to customer retention and satisfaction, essential factors in the competitive SaaS market.