Matt Fennessy

Matt Fennessy has extensive experience in customer success management and contact center operations. Matt currently works as a Customer Success Manager at Cyara, a leading Customer Experience (CX) Assurance platform provider. In this role, they help enterprises proactively measure operational CX, identify customer-impacting defects, and enable continuous delivery across digital and voice channels.

Prior to joining Cyara, Matt worked as a Customer Success Director at Quality Connex, where they were responsible for managing client relationships and ensuring P&L performance. Matt also served as a Business Consultant at Quality Connex, providing strategic support and expertise to clients.

Before that, Matt held the position of Director of Customer Success at VoiceFoundry ANZ, where they oversaw customer success initiatives and ensured client satisfaction.

Earlier in their career, Matt worked as a Consultant at BSN Medical, where they assisted in the establishment of a customer service team and implemented various improvements in recruitment, team structure, process mapping, and technology optimization.

Additionally, Matt served as the Head of Contact Center Operations at Smart Group, where they managed client relationships, ensured P&L performance, and developed Net Promoter Score strategies.

Matt'sprior experience includes project management roles at Salmat, where they were responsible for contact center migrations and managing the balance between project targets, operational needs, and technical requirements. Matt also served as a Contact Center Manager for various teams, including the Coles IT Help Desk, Insurance Line, ANZ Outbound Sales Credit Cards, and Damovo/Ericsson PABX support.

Overall, Matt Fennessy has demonstrated expertise in customer success management, contact center operations, and project management, with a strong focus on delivering exceptional customer experiences.

From 2011 to 2015, Matt Fennessy attended AGSM @ UNSW Business School, where they earned a Master of Business Administration (M.B.A.) degree with a focus on Business Management.