Matt Burr

I've led Implementation and Customer Support at a SaaS company, guiding it to a $12 million USD recurring revenue business. I developed a trackable implementation process, managing $800k to $1 million AUD in revenue and 2,700+ onboardings. I also led support initiatives, achieving a 92% client satisfaction across 290,000 conversations.

Leading a global team in customer operations, support, training and onboarding.

Pre-sales to implementation, onboarding, and training of site-specific SAAS solutions.

Implementation / Onboarding / Training - site specific SaaS solutions.

CareApp is a powerful communication and engagement platform for aged care providers. It brings providers, residents, carers and families together to build a wonderful care community and support seniors to love the way they live.

As Assistant State Manager, I drove South Australian operations, and recruited and led a team through a period of growth, building SA into a fully functioning and profitable arm of the business.

I aligned with both the State Manager and Business Development Manager to obtain new contracts and prepare tenders; managed thousands of client relationships nationally.

Set up Adelaide operations from initial start-up, and manage all cargo operations in South Australia.

I provided a professional point of contact for all clients, which comprised airlines and agents, and agency stakeholders - Australian Quarantine and Inspection Service (AQIS) and Australian Customs and Border Force.

Aviation Cargo trainer

In this role I examined and investigated goods and documents for Australian Customs and other government agencies, which included Australian Quarantine and Inspection Service (AQIS), Convention on International Trade in Endangered Species (CITES), Department of Immigration and Citizenship (DIAC), and Australian Federal Police (AFP).

Nationally qualified trainer: drug testing and Xray

Led a 13-person international team across the US, Australia, and India, managing 500+ SaaS implementations annually with 0.08% churn. Redesigned onboarding to cut service delivery time by 25% and maintained 92% CSAT across 100,000+ customer support interactions per year.

Scaled global customer operations across 3 regions, leading onboarding, support, and training for a B2B SaaS platform. Drove a 25% increase in upsell opportunities, rebuilt support from the Philippines to India while keeping CSAT above 90%, and reduced new-hire ramp time by ~30% with a knowledge management system.

Built the implementation function from scratch, creating a trackable onboarding process that drove $800K–$1M AUD in annual revenue. Reduced project delivery time by 30%, improved operational efficiency by 25% through integrations and staff training, and implemented metrics to manage 100+ concurrent client deployments.

Delivered end-to-end SaaS implementation, onboarding, and training for enterprise and mid-market clients, reducing time-to-value by ~20%. Served as the liaison between customers and development, influencing 3+ product updates from feedback and reducing average technical resolution time by ~35%.

Completed the TAE40110 Certificate IV in Training and Assessment as a qualified trainer and onboarding expert.

Completed the TAE40110 Certificate IV in Training and Assessment, qualifying as a Trainer and Onboarding Expert.

Completed high school education at Westminster School Adelaide, earning a High School Diploma.