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Leadership

Matt Mahon

VP of Customer Experience

Matt Mahon is a walking contradiction.

Born in and around the wineries of Sonoma County, California, Level Legal’s vice president of customer experience prefers beer to vino. With an undergraduate degree in math, he chose to go into the super-analytical field of … sales. And on his Culture Index profile of Architect he’s low on single-mindedness, while on CliftonStrengths he’s high on “focus.” Go figure.

Though we’ve given up trying to understand Matt, we’re happy he joined the Level Legal team. He’s not only an industry veteran with more than 15 years of experience in legal services, he’s also a subject matter expert who has presented at Legalweek, ARMA InfoCon, and the University of Florida Law eDiscovery Conference. Certifications? He’s got them: Certified eDiscovery Specialist (CEDS), Information Governance Professional (IGP), RelativityOne Certified Pro, and RelativityOne Certified Sales Pro.

His last name is a bit of a surprise; it’s pronounced “man,” not “may-hon.” Still, with Matt, somehow everything adds up.

Culture Index Profile: Architect

We don’t sell solutions. We give peace of mind.

We keep things moving toward the finish line, all with technical expertise and artful grace.
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Our Framework

Understand.

During this phase, we work to step away from any assumptions and guesses about what our customers needs, and let our research findings inform our decision-making. We learn more about our customers, their problems, wants, and needs, and the environment or context in which they will use the solution we offer.

Our Framework

Define.

During the Define phase, we analyze our research findings from the Understand phase and determine what is the most important problem to solve — and why. This step defines the goal. Then we can give a clear problem statement, describing what our customers’ needs are that we are trying to solve, making sure that we heard and defined their problem correctly.

Our Framework

Solve.

This phase is an important part of the discipline in our process. People often settle for the first solution, but the most obvious solution is often not the right one. During the Solve phase, we brainstorm collaboratively with multiple stakeholders to generate many unique solutions. We then analyze our potential solutions and make choices about which are the best to pursue based on learnings in the Understand phase.

Our Framework

Build & Test.

This phase is critical in developing the right solution to our customers’ problem. An organized approach to testing can help avoid rework and create exceptional outcomes. Starting small and testing the solution, we iterate quickly, before deploying solutions across the entire project.

Our Framework

Act.

During this phase, the hard work of prior phases comes to life in our customers’ best solution. The research, collaboration, and testing performed prior to project kick-off ensure optimal results.

Our Framework

Feedback.

At the project completion, we convene all stakeholders to discuss what went well, what could have been better, and how we might improve going forward. We call these meetings “Retrospectives,” and we perform them internally as a project team, and with our external customers. The Retrospective is one of the most powerful, meaningful tools in our framework.

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