About Matthew Knell
Matthew Knell is a transformative digital product leader, with specialties in customer experience, acquisition marketing, and content strategy. At Intuit, he is the Principal Product Manager for Out-of-Product Help Experiences and Intuit Communities, where he defines and drives the global vision and strategy for out-of-product self-help experiences for all three Intuit Business Units (TurboTax, QuickBooks and Intuit Accountants) which help millions of customers drive financial prosperity each year.
Before joining the Intuit team, he served in digital strategy and leadership roles at companies including Samsung Electronics America, Dotdash, AOL, Viacom, and JetBlue Airways. He lives in the New York City area with his wife, 2 cats, a dog, and a collection of too many sneakers and baseball caps.
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At Intuit, I am the Principal Product Manager for Out-of-Product Help Experiences and Intuit Communities, where I define and drive the global vision and strategy for out-of-product self-help experiences for all three Intuit Business Units (TurboTax, QuickBooks and Intuit Accountants) which help millions of customers drive financial prosperity each year.
I drive a matrixed and multi-discipline platform team consisting of product managers, developers, strategists, operational leads, interaction and visual designers and analytics professionals with a goal of delivering best-in-class self-help experiences.
At Samsung Electronics America, I led Social Customer Experience and Community Programs for Samsung’s Customer Care division. Under my watch, the Samsung Care Community saw a 46x increase in registered users, and 366x more annual visits leading to millions of dollars in savings of support costs and a Gold Stevie Award for Customer Service Success. The Social Care program saw an increase of 13% in Customer Satisfaction and more than 90% decrease in Initial Response Time during my tenure.
In two stays at About.com (now Dotdash), I served as a guide and helped to design one of the first contextual pay-per-click advertising services, which was purchased (along with his patent application) by Google in late 2003. I later built the enterprise social media , marketing and audience development team as their first VP of Social Media, and proffered partnerships with Facebook, Twitter, Pinterest and Flipboard. These efforts resulted in growth of social traffic by more than 600%.
At AOL, I lead social media and live digital events strategy as Director of Social Media, conducted training and defined the first social media reporting frameworks for more than 30 AOL media brands and grew their social audience size by more than 1000%.
At CafeMom (now part of CafeMedia), I was the Director of Emerging and Social Media Strategy where I designed and executed their first social media marketing and audience development strategies.
At Viacom, I managed product development, interface design, and client integration of the white label Flux social media platform used by more than 30 major Viacom brands including CMT, Logo, Comedy Central, The Daily Show and Colbert Report.
At JetBlue Airways, I managed day-to-day content operations and digital marketing for jetblue.com, which was responsible for more than $2 billion in annual revenue. I managed partnerships with major travel brands including Expedia and Hertz, the day-to-day operations of the web production team and created the first social media strategies for JetBlue, including creating the landmark @JetBlue Twitter in mid 2007.
I am a proud graduate and advisor at Pace University‘s Seidenberg School of Computer Science and Information Systems and am a former digital marketing instructor at NYU’s School of Professional Studies.