Benjamin Gerstner Email & Phone Number

New York, Ny, Us

Manage and oversee key account management of the most complex accounts on the West Coast, growing and expanding book of business and serving as trusted advisor for some of the largest retailers in the world. Deliver strategic recommendations to client, collaborating across multiple functional teams to execute on client deliverables. Foster and cultivate key client stakeholder relationships and manage multiple projects in parallel across the portfolio. Secure client renewals, prepare/present content for key onsite meetings and oversee all client escalations.•Worked with product team to develop custom client solutions in platform and collaborated with C-level executives on key client engagements.•Routinely onsite with key clients driving working sessions, strategic guidance, and technology presentations.•Managed platform adoption and formulated resource plans and recommendations for client engagements.•Collaborated with Sales to secure largest contract in company history.•Increased book of business by > 50% and turned around at-risk clients, resulting in retention and increased upsell.•Received strategy/platform award from key customer leadership for partnership/accomplishments.•Maintained consistently high NPS scores from customers under management.•Achieved record breaking client revenues through strategic guidance/execution.•Steered custom product rollout across product/engineering teams for key account.•Grew at risk account revenues 300% securing expansion contract.

San Francisco, California, Us

Multi-tasked to proactively service 20+ regional programs/accounts while leading a cross-functional team of 8 associates. Oversaw account P&L, development, client retention, and satisfaction. Met with key decision makers to understand need and customize particulars to drive market share and business growth. Optimized workflow through delegating responsibilities and ensuring members take into account KPIs (service quality, retention, satisfaction, billable hours, etc.). •Manage all aspects of account development, profit and loss, client retention, and satisfaction with services•Identify the challenges each client faces and tailor efforts to optimize results and facilitate business growth •Translate client business objectives in order to make effective recommendations for strategic growth•Manage against billability and utilization targets to maximize team productivity•Continuously monitor performance and skill level of team to maximize quality of service given to clients•Play a vital role in the sales process and new business growth as a leader within the Services organization•Efficiently manage a team of 8 associates while simultaneously servicing 20+ regional programs/accounts•Apply proven communication methods to develop and grow client relationships across all verticals•Maximize revenue for all clients and continually generate new opportunities for expanding existing business•Act as a subject matter expert on client’s key accounts by gaining intimate knowledge of business and operations•Generate accurate and clear forecast in order to ensure delivery against established client plan and budget

Burlington, Ma, Us

As Director, Client Services, led the West-Coast ASP Team, managing an elite group of industry experts that included technical programmers, marketers, and client services staff. Worked with some of the enterprise's most complex clients in the development of leading-edge tools, technologies and customer solutions, yielding significant gains in productivity and ROI.•Coordinated interactions between clients and technical engineering teams to facilitate effective solutions •Recognized customer transactions across all client channels in order to offer integrated solutions and services•Utilized key data, insights, trends, and testing reports to design segmentation and targeting strategies•Drove revenue and engagement metrics by delivering custom online programs and partner integrations•Held full accountability for all client monitoring requirements, including data, processes, and deliverability•Grew enterprise accounts and book of business by 200% over the course of the relationship•Maximized revenue for all clients and continually generated new opportunities for expanding existing business•Utilized effective project management techniques to champion the execution of creative and technical projects•Efficiently managed a cross-functional team of associates while simultaneously servicing a 7 million dollar book of business

Burlington, Ma, Us

Specialized in client-side stakeholder relationship development. Partnered with the Sales Team to serve as a customer liaison. Oversaw a high quality team of Program Managers that supported VIP accounts. Led high impact presentations and customer business reviews.

Burlington, Ma, Us

Served as Point of Contact for Ebay Enterprise client stakeholders. Assisted in specification documentation. Troubleshot accounts with clients, quickly identifying need and devising multiple solution strategies. •Collaborated with internal teams such as the Technical Services Group to rapidly resolve challenges. •Spearheaded a diverse range of projects from platform cutover to custom online solutions. •Provided sales/technical support for upper level leadership to present business reviews/onsite presentations.

Multi-tasked to mentor and supervise a cross-functional team, manage the fulfillment center (3PL) and online resource development including email marketing and site update/merchandising. Key support of facility expansion including site prospecting and space planning. •Leveraged MOM software to control inventory and merchandising functions. •Garnered relevant P&L and sales data, reporting metrics to upper level leadership and client stakeholders.

Bachelor Of Science (Bs), Business, Management, Marketing, And Related Support Services

Bachelor Of Business Administration (B.B.A.), Business, Management, Marketing, And Related Support Services