Matthias Manzone

Matthias Manzone Profile
High-Performing Team Leadership AI-Transformation Operational Excellence Customer Experience Advocacy Service & Process Innovation
View LinkedIn Profile

I thrive where people and technology meet; building trust, solving problems in real time, and creating customer experiences that inspire loyalty. With over 15 years in service delivery, technical leadership, and customer success, I bring both empathy and rigour to leading teams, guiding clients, scaling and improving operations.

Currently, as the Customer Support SaaS Manager at Fenergo, I lead the APAC team with a focus on cultivating customer success through strong people leadership. A major part of my day-to-day involves driving our support transformation towards an AI-first model. Ultimately, I believe that by empowering a dedicated team with the right technological tools, we can deliver truly seamless, empathetic, and efficient experiences for our FinTech clients.

At Atlassian, I led the support teams for complex Data Centre customers across APAC, managing engineers in a follow-the-sun model. I consistently delivered on KPIs while achieving a 95% employee satisfaction score and driving 90% adoption of AI within support processes. Earlier at Coniq in London, I designed retention and development plans that prevented the resignation of key technical talent, grew leaders, and streamlined global logistics and reporting systems, which earned me multiple “Most Recognised Employee” awards from colleagues and clients. At Fuji Xerox, I built service delivery frameworks that retained every onboarded client and achieved SLA compliance and prevented churn.

What drives me is creating inclusive, high-performing environments where customers feel supported and teams feel valued. My leadership style blends a hands-on problem-solving approach with a strong people focus, enabling both rapid operational improvement and long-term capability development.

Career Highlights

Fenergo

  • Leading the APAC Customer Support SaaS function at Fenergo to ensure high-quality service delivery and continuous customer success for financial institutions.
  • Facilitating the shift towards an AI-first support framework, focusing on integrating new tools into everyday operations.
  • Cultivating a people-first team culture grounded in empathy and enablement, focusing on empowering technical talent to thrive and perform at their best.

Atlassian

  • Led the Jira Data Centre Support Operations in a global follow-the-sun model.
  • Achieved 95% employee satisfaction and consistently met KPIs.
  • Drove AI adoption in support processes from 50% to 90%.

Coniq (London)

  • Implemented retention and development plans to increase employee satisfaction and deliverabless
  • Consolidated reporting and operational systems to automated dashboards (saving 10+ hours weekly).
  • Delivered a 50% reduction in logistics costs by redesigning the asset fulfilment process.

Fuji Xerox

  • Built and implemented a service catalogue that included an Incident Management framework, reducing average restoration time to under two hours.
  • Ensured 98% SLA compliance.
  • Retained 100% of onboarded clients during tenure.

Emergency Services (SES, volunteer)

  • Acted as Deputy Unit Commander leading planning, and response operations.
  • Participated in multiple response incidents in the field and in Incident Management teams.

Recent Projects

Since my time at Atlassian, I have focused on upskilling and applying my AI knowledge in practical areas. This portfolio showcases projects where I've leveraged AI to write code, solve operational challenges for SES, and fix limitations I encountered in my professional, personal, and volunteer life.

This portfolio

An interactive website featuring a custom AI agent built from scratch to answer visitor questions using a serverless AI backend and dynamic knowledge sources.

Trellops

Trellops transforms Trello boards into real-time operational dashboards, displaying essential card counts in a clean, customizable, tile-based interface.

Linkreach

The dedicated link hub for NFPs and Local Communities. Easily create custom landing pages and QR codes to share essential information while proving your reach..

LIFX Home Control

A web-based interface for controlling LIFX smart lights, allowing users to set color and brightness settings via a simple dashboard.
Have any questions? ask my agent?