Matthew Seaman
Executive Director at Consortium for Service Innovation- Claim this Profile
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Bio
Jamie Mork
Few people have the opportunity to report to a manager who is also a coach and mentor—but I did when I worked for Matt. I have known him for 15 years and reported to him in PTC Premium Services for three. Above all, Matt is a transformative leader who couples energy and drive with a strong desire to improve the customer experience and those around him. I always appreciated his honest, direct approach when providing feedback and felt inspired after discussing new ideas. This rare mix of people-skills and ambition sets a great example for the rest of the team, and explains why everyone loves working with Matt -- no matter where they fall on the org chart. Matt receives my highest respect and he’ll earn yours too.
Jamie Mork
Few people have the opportunity to report to a manager who is also a coach and mentor—but I did when I worked for Matt. I have known him for 15 years and reported to him in PTC Premium Services for three. Above all, Matt is a transformative leader who couples energy and drive with a strong desire to improve the customer experience and those around him. I always appreciated his honest, direct approach when providing feedback and felt inspired after discussing new ideas. This rare mix of people-skills and ambition sets a great example for the rest of the team, and explains why everyone loves working with Matt -- no matter where they fall on the org chart. Matt receives my highest respect and he’ll earn yours too.
Jamie Mork
Few people have the opportunity to report to a manager who is also a coach and mentor—but I did when I worked for Matt. I have known him for 15 years and reported to him in PTC Premium Services for three. Above all, Matt is a transformative leader who couples energy and drive with a strong desire to improve the customer experience and those around him. I always appreciated his honest, direct approach when providing feedback and felt inspired after discussing new ideas. This rare mix of people-skills and ambition sets a great example for the rest of the team, and explains why everyone loves working with Matt -- no matter where they fall on the org chart. Matt receives my highest respect and he’ll earn yours too.
Jamie Mork
Few people have the opportunity to report to a manager who is also a coach and mentor—but I did when I worked for Matt. I have known him for 15 years and reported to him in PTC Premium Services for three. Above all, Matt is a transformative leader who couples energy and drive with a strong desire to improve the customer experience and those around him. I always appreciated his honest, direct approach when providing feedback and felt inspired after discussing new ideas. This rare mix of people-skills and ambition sets a great example for the rest of the team, and explains why everyone loves working with Matt -- no matter where they fall on the org chart. Matt receives my highest respect and he’ll earn yours too.
Credentials
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KCS v6 Practices Certification
The KCS Academy - the Only Authorized Certifying Body for KCSJan, 2019- Nov, 2024 -
KCS v6 Fundamentals Certification
The KCS Academy - the Only Authorized Certifying Body for KCSJan, 2018- Nov, 2024
Experience
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Consortium for Service Innovation
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United States
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Think Tanks
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1 - 100 Employee
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Executive Director
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Jan 2019 - Present
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PTC
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United States
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Software Development
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700 & Above Employee
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Jul 2016 - Dec 2018
Direct development and execution of business capabilities, processes, and technologies driving transformation and operational growth in pre and post-sales environments. Leading a global, multidisciplinary team across North America, EMEA, India, and China including Business Systems & Processes Team, Web Design Team, Innovation/Data Science Team, and Project Management Office. Support multiple lines of business including Direct Sales and Renewals Sales, Customer Success Management, Technical Support Services, Field Services, and Cloud Services. ✪ Managing a centralized Innovation Team to modernize services organizations with data science and machine learning capabilities, driving efficiency and driving new revenue growth through business transformations.✪ Guiding a digital first strategy through Web Design & Development team, inclusive of updating customer facing portals & development of a prescriptive online customer success guide/path. ✪ Spearheaded transformation of outdating data analytics through creation of new BI team and implementation of visualization applications to improve reporting, modernize Technical Support Services operational review, and Field Services utilization business analytics to retire +30 inefficient reports✪ Sponsored corporate-level “Smart & Connected Products” program, successfully transforming products into connected applications based on PTC’s Internet of Things (ioT) strategy. Show less
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Jul 2015 - Dec 2018
- Managing a Customer Experience model across the global Technical Support Enterprise- Develop new Support Services with a focus on Preventive Support Solutions leveraging Smart & Connected technologies- Responsible for the online customer experience through the PTC eSupport Portal- Manage the business systems and tools supporting PTC's technical support organization- Responsible for Quality Management methods including ISO 9001:2008 certification
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Oct 2014 - Jul 2015
- Managing a Customer Experience model across the global Technical Support Enterprise- Ensure Voice of the Customer initiatives are driving service improvements and operational changes- Develop new Support Services with a focus on Preventive Support Solution- Develop Support Services offering leveraging Smart & Connected technology
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Jan 2010 - Oct 2014
Responsible for the Premium Support organizations in North America and Europe providing advanced technical support services to PTC's strategic customers.
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Education
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1991 - 1995
Worcester Polytechnic Institute
Bachelor's degree, Mechanical Engineering
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