Matthew McElwain

Served as a strategic advisor and brand architect within IBM’s Customer Success Management organization, driving adoption and value realization across national enterprise accounts. Collaborated with cross-functional teams to align IBM’s hybrid cloud and AI solutions with client business goals.

Led and motivated workforce to enhance productivity and engagement, coordinating and overseeing tasks to enhance operational efficiency. Nurtured strong customer relations by directly addressing issues and implementing effective solutions, applying industry knowledge, customer service expertise, and analytical skills to resolve issues and foster loyalty.

Oversaw customer lifecycle for a designated account base, establishing and nurturing relationships, conducting product presentations and executive briefings, facilitating QBRs, managing escalations, and leading regular status calls. Devised strategies and pinpointed new utilization scenarios to expand account growth, identifying areas where ScienceLogic could deliver business value.

Conducted analysis, devised, and crafted domain roadmaps aligned with objectives, business plans, and operational workflows. Observed and implemented ongoing prospects for system and process enhancements.

Assessed monitoring discrepancies, implementing preemptive measures to avert recurrence. Facilitated project management and budget adherence, ensuring projects were well-defined, on track, and within budget.

Steered daily IT operations and led team focused on maintaining robust network health and efficient service delivery. Fostered strong customer relationships through regular communication, problem-solving, and relationship building.

Administered SharePoint for distribution center operations, while ensuring streamlined document management and accessibility. Led training initiatives for new employees on computer use policies, contributing to culture of compliance and security awareness.

Directed daily IT operations for ensuring efficient workflow, priority management, and adherence to high standards and deadlines. Managed backup, security, and user support systems, aligning with organizational goals and strategic computing needs.

Completed a Master of Business Administration with a focus on Business Management. This program provided advanced knowledge in strategic planning, organizational leadership, and financial management.

Obtained a Bachelor of Science in Business Administration. The curriculum covered core business principles, including marketing, finance, and operations, preparing for a career in business management.