Matt Wilkins had been with us for a number of years and has recently rejoined us
in a new role created specifically for our team - Product Specialist
In the past Matt worked in Support as well as Quality Assurance. This time
around as a Product Specialist he will have a variety of responsibilities. In
addition to Support he will be conducting on-site customer visits to help us
better ascertain needs. He will be examining data from a variety of sources:
Support cases, monthly survey data, quarterly Quest product reviews, bug trends,
Quest community boards, the Idea Management system, Product Management and so
forth, distilling these down and helping to spot trends and patterns, all for
the purpose of making us more efficient in where we spend our time as well as
better serving user needs.
That all sounded a bit pie in the sky, I didn’t mean it to. The fact is the Toad
user community is massive, and we have a very limited set of resources so it’s
all about crafting the small number of positions we do have in order to get the
most out of them. I’m eager to have him visit users at their workplace and see
how they’re using Toad right there at the job site, and talk to them and build
relationships. This differs from what product management does in that they
generally meet with management and don’t have the time to spend with individual
end users and communicate specific needs directly back to the development team.
Liaison and advocate. Look for him to have a big presence on the boards as well
as meeting with some of you individually.