Ben Bunting Email & Phone Number

Ponte Vedra Beach, FL, US

Washington DC-Baltimore Area

Contributing to ASI Education's mission to "teach government contracting the non-boring way!

Florida, United States

An open, free community built by and for customer success leaders.

• Lead 11-person Account Management team responsible for growth, renewals, retention, and adoption for 1,500 customers.
• Spearheaded the strategic transition of the team from conventional Account Management to a customer-centric approach, emphasizing usage, adoption, and value. This transformative initiative significantly contributed to.
• Built the customer journey between New Sales, Professional Services, and Account Management. Mapped sales motions to each stage. Created repeatable processes and accountability.
• Established key milestones for customer business reviews and check-ins. Created value campaigns to deliver valuable use cases–contributing to lowering churn and an increase in platform users.
• Led Channel Sales & Marketing team–driving 20% ARR through global cloud distributors across North America, EMEA and APAC.
• Partner with 17 global distributors. Set goals, build partner enablement tools and create incentive programs.

Greater Chicago Area / Jacksonville FL

• Partnered with the Executive Leadership team to evolve the expansion and renewals process and pricing—contributing to 33% ARR growth
• Built the Account Management framework from the ground up—reducing net churn from 15% to 3%.
• Implemented planning 6 months ahead of renewal dates to ensure customer renewal readiness.
• Created check-ins around customer milestones and goals to maintain healthy accounts.
• Aligned account planning and QBRs to the customer journey.
• Worked closely with Customer Success Managers to identify and win expansion opportunities (upsell/cross-sell) as well as identify issues that could potentially impact renewals and oversaw resolution.

Tampa/St. Petersburg, Florida Area

• Managed full sales cycle from high volume transactions to enterprise deals. Developed outbound sales strategies and initiatives including call and email campaigns—consistently exceeding new sales, customer renewal and.
• Negotiated enterprise deals and managed through legal review and procurement process.
• Built sales territories and commission plans. Developed a compensation structure to reward team members for their service results in addition to sales quotas.
• Developed pipeline dashboards and reports. Presented sales status and trends to leadership at QBRs.
• Partnered with Marketing to optimize lead flow, evaluate quality of leads based on lead score and ensure follow-up. Created targeted marketing campaigns for specific accounts.
• Introduced a Customer Success campaign that surveyed top customers for product feedback, support questions and customer referrals—increasing upsell deals and renewals.

Tampa/St. Petersburg, Florida Area

• Transformed a low performing Customer Service team originally responsible for one SaaS solution to a high performing team providing support for 4 core solutions.
• Created a new Retention Specialist role and framework for Customer Care Retention Specialists to save at-risk customers—decreasing churn by 250 customers and maintaining 90% retention rate.
• Revamped and simplified customer ticketing process—reducing volume by 85%.
• Led quarterly business reviews for the executive team to discuss key customer issues, trends and expansion opportunities.
• Guided the product roadmap by providing qualitative and quantitative customer data and trends from surveys, termination reports, postmortem calls and cohort analysis.
• Recruited and managed Customer Care Specialists. Trained and onboarded team members and promoted high performers.

• Managed NetSuite: built financial reports, maintained customer data and created process workflows.
• Led, implemented and maintained the Customer Experience program: developed framework and processes to capture and route customer requests to appropriate department within the guaranteed two hours; collected feedback.
• Created and deployed email templates for customer service and account managers—streamlining communication to customers.
• Managed all vendors including pricing structure, deliverables, workflows and assessment of delivered products and services.

• Coordinated and managed all magazine marketing campaigns including purchasing ad space, supporting design and content creation, conducting market research and creating ROI analysis.
• Led and managed website redesign project from concept through launch; determined requirements, schedule and deliverables; managed third-party developers and designers; updated webpage content.
• Managed warehousing and logistics project; led market and cost analysis and proposal for new warehouse facility.
• Managed multiple shipping accounts; revamped shipping process—reducing costs by 20%.