Matthew Caron
ELEVATING CUSTOMER JOURNEYS
ABOUT ME
As a passionate and visionary leader, I am dedicated to igniting transformation within organizations and individuals. I strive to enhance employee well-being and create unforgettable customer journeys. I am renowned for crafting customer-centric strategies, fostering synergy, and harnessing cutting-edge technologies like AI to amplify customer delight and operational excellence. I excel at orchestrating global teams, harmonizing organizational objectives with customer aspirations, and consistently delivering remarkable outcomes across multifaceted customer service landscapes. With my unwavering confidence and proven track record, I am confident in my ability to drive success for any organization.
PROFESSIONAL ROLES
Vice President - Customer Support
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​Townsquare Interactive
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June 2024 - Present
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On-site: Charlotte, NC
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As the leader of Customer Support at Townsquare Interactive, I am the champion for our customer base, driving successful outcomes that translate to high adoption rates, satisfied users, and long-term retention. This translates to crafting a clear vision and leading the charge to deliver a scalable customer experience – memorable and effective, especially in our dynamic, high-growth environment. As the leader, I manage and motivate our incredible client support teams, encompassing inbound and outbound customer care, the customer edits team, the campaign support team, and the technical support team. Ultimately, my focus will be laser-sharp on ensuring our customers have a positive experience and derive maximum value from our solutions.
ADVISORY BOARDS
Frame AI​
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May 2023 - Present
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As a Product Advisor at Frame AI, I play a role in providing strategic counsel and expertise to contribute to the development and refinement of the company's initiatives. My responsibilities encompassed offering insights into industry trends, collaborating on strategic decision-making, and leveraging my expertise to enhance the company's overall direction and impact.
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I worked closely with the Sales and partnership leadership to analyze market trends and customer feedback, providing valuable input to shape the development and improvement of Frame AI's products and services. By staying abreast of emerging technologies and industry best practices, I ensured that our offerings remained competitive and innovative in the rapidly evolving landscape of artificial intelligence and customer experience.
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Additionally, I served as a trusted advisor to internal stakeholders, including senior leadership, guiding market positioning, product roadmap, and go-to-market strategies. My role involved translating complex technical concepts into clear and actionable insights, facilitating informed decision-making, and driving alignment across teams.
CONSULTATION EXPERIENCE
Tegus
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During my consulting experiences with Tegus, I brought forth a wealth of experience as the Head of Customer Support at OpenTable, a valued customer of Level AI. With a commitment to excellence and a deep understanding of customer service dynamics, I collaborated closely with the Tegus team to enhance their client's customer support operations and elevate the overall user experience.
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My consulting experience with Tegus allowed me to leverage my background in customer support and collaboration with Level AI to drive impactful changes and contribute to the success of their innovative platform. Through strategic guidance and collaborative efforts, I helped Tegus further its mission of revolutionizing investment research and delivering unparalleled value to its customers.
SPEAKING ENGAGEMENTS
Customer Contact Week
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Denver - August 16, 2022
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Nashville - October 22, 2021
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MY EDUCATION
San Francisco State University​
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Customer Experience Program Certificate
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Remote
I attended the Customer Experience Program at San Francisco State University, and it was an eye-opening experience. The program provided me with comprehensive knowledge and practical skills in the field of customer experience, which has equipped me to excel in my career.
One of the standout features of the program was its engaging and dynamic curriculum, which covered a wide range of topics including customer journey mapping, customer satisfaction measurement, customer feedback analysis, and customer-centric strategy development. The courses were taught by industry experts and academics who provided valuable insights and real-world examples, which helped me understand the theoretical foundations of customer experience while also learning how to apply them in real-world scenarios.
The program also fostered a collaborative learning environment where students were encouraged to share ideas, participate in hands-on exercises, and engage in meaningful discussions. This collaborative approach not only enhanced my understanding of the subject matter but also provided me with valuable networking opportunities and peer support.
One of the highlights of my experience was the opportunity to work on a capstone project in collaboration with a real company, where I had the chance to apply my knowledge and skills to solve real-world customer experience challenges. This hands-on experience was invaluable in preparing me for the practical demands of the industry and allowed me to showcase my ability to drive positive outcomes for customers and businesses alike.
Overall, attending San Francisco State University's Customer Experience Program was a transformative experience that has equipped me with the tools, knowledge, and confidence to excel in the dynamic and ever-evolving field of customer experience. I am excited to leverage my education and experiences to make a meaningful impact in my future roles.
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MY SKILLS
QUICK CONTACT
Phone
813-390-5161
Website
Address
116 Westlake Drive
Waxhaw, NC 28173