Matt McCafferty

Matt McCafferty has had a varied and successful career in customer success and communications. From 2011 to 2016, they worked as a Program Specialist and Caseworker at Lancaster County Children & Youth Agency. In this role, they built relationships and improved processes to make casework practice better for caseworkers and the families they serve. Matt also developed and nurtured partnerships with community service providers, led and participated in multidisciplinary teams, developed and delivered trainings on Agency procedures and best practices, and coordinated onboarding for all new staff. In 2016, they joined Counterpart International as a Communications Associate and Communications Assistant. In this role, they were responsible for the smooth functioning of the Communications Team. Matt planned events, arranged travel, conducted expense reconciliation, assisted with an information architecture overhaul, managed vendor relationships, and coordinated the production of marketing materials. In 2019, Matt joined Binti, Inc. as a Product Operations Associate and Enterprise Customer Success Manager. As a Product Operations Associate, they ensured that the Product, Engineering, and Customer Success teams had the knowledge, tools, and support to deliver a strong product to users. Matt triaged incoming bug tickets, conducted pre-deploy QA, prepared release notes, scoped product updates, led user interviews and shadowing sessions, and managed user data cleanup projects. As an Enterprise Customer Success Manager, they empowered their accounts to maximize the value of the product while keeping a pulse on user satisfaction. Matt onboarded new accounts, conducted monthly check-ins, provided technical support, escalated high-impact challenges, advocated internally for new features and updates, identified underutilized features and engaged accounts to encourage greater product adoption, and completed on-site visits to conduct user interviews and shadowing. Currently, Matt is a Customer Success Manager at Resource Exploration (ResourceX).

Matt McCafferty obtained a Bachelor of Arts - BA in Political Science and Government and American Government and Politics (United States) from The Catholic University of America between 2003 and 2007. Matt then went on to earn a Master of Arts (M.A.) in Peace and Conflict Studies from the University of St Andrews in 2009-2010.