Matt Gniecki

About

Operations and client success professional with experience building client success functions from scratch, creating SOPs/playbooks for onboarding/QBRs/renewals/escalations, and leading NPS and retention improvements. Skilled in account health forecasting, renewal risk mitigation, and presenting usage/ROI insights to executive stakeholders. Previously worked as a Hardware Specialist supporting prototypes, inventory management for smart hardware, and operations for bike share fleets.

Experience

• Client Success Manager · Koloni04-01-2023

  ● Built the Client Success function from scratch; defined charter, KPIs, and tooling. ● Created and rolled out SOPs/playbooks for onboarding, QBRs, renewals, and escalations. ● Own post-sale onboarding end-to-end (project plans, training, launch readiness) and serve as primary point of contact for client relationships. ● Launched and managed the company’s NPS program; analyzed feedback and drove follow-up actions that improved retention. ● Initiate and present quarterly business reviews with executive stakeholders; deliver usage insights, ROI, and roadmap alignment. ● Manage renewal pipeline and risk mitigation; forecast account health and run save/expansion plays. ● Report directly to the CEO, providing weekly KPIs and voice-of-customer insights that inform product and strategy.

• Hardware Specialist · Koloni09-01-2022 – 04-30-2023

  ● Promoted for strong performance and adaptability, shifting from hands-on technical work into client support. ● Assembled, tested, and improved hardware prototypes to support product development and system integrations. ● Managed inventory of locks, accessories, and smart hardware to keep field operations running smoothly. ● Oversaw local bike share fleets and maintained warehouse organization for optimal efficiency.

• Restaurant Fulfillment Specialist · Grubhub08-01-2021 – 01-31-2022

  ● Onboarded new restaurant accounts onto the Grubhub platform, ensuring quality and compliance with requirements. ● Guided restaurant owners on menu content, platform tools, and best practices to maximize success. ● Built strong relationships with clients, ensuring their readiness and satisfaction on the platform. ● Consistently met and exceeded target quotas, achieving up to 110% of goal through efficient onboarding and high-quality account support. ● Maintained a quick turnaround time while delivering exceptional accuracy and service.

Education

• Triton CollegeA.S., Business Management

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