Benjamin Klein Email & Phone Number

Barrie, On, Ca

Ontario, Canada

- Transforming the CSM team into a customer-led growth function. - Rolling out a revenue quota to CS

Pavilion is the world’s largest community for go-to-market leaders to connect, learn, and grow within B2B tech.With 10,000 members and counting, you’ll have access to an exclusive Slack community, local and global events, can take comprehensive courses through Pavilion University, and explore over 1,300 resources in our curated knowledge hub.

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Toronto, Ontario, Canada

Manager in our Customer Success Group, I am responsible for leading a team of 8 CSMs and working with new and existing clients to ensure that they are successful with CareerBuilder solutions.• Lead, support, coach, and serve a team of 8 CSMs to drive success among our 350 B2B large, complex, high potential clients ($26M Annual Contract Value)• Set Retention and Growth strategies, define OKRs and track KPIs to exceed individual and team goals• Develop, implement, and refine our Customer Onboarding / Definition of Success processes • Participate in quarterly business reviews with C-Suite Executives to deliver in depth data analysis, demonstrate ROI, and highlight key wins that help drive change within organizations and ultimately ensure customer retention • Define and optimize customer lifecycle to improve user adoption, engagement, and renewal rate • Bring Customer Success to the center of the organization and orchestrate success with Sales, Product, Support, Finance, Marketing and Leadership teams• Conduct 1-1 / team meetings with my CSMs and deliver regular revenue forecast to CS and Finance leadership• Partner with our offshore India Global Customer Support team to help develop programs to cross collaborate on ticket management • Support Ticket monitoring of my team’s support queue to ensure continuous movement toward resolution • Provide executive management with insights into global upsell trends, solicit executive engagement as required, communicate risks clearly, and take the lead in developing resolution strategies • Strategic thinker with strong analytical skills to solve complex business challenges and deliver results• Understand and navigate operational realities to achieve success with current products and market’s competition

Toronto, Canada Area

As a senior Customer Success Manager (CSM), I collaborate and consult with clients to achieve desired outcomes, maximize client value, and drive growth, renewals and retention using SaaS – CareerBuilder Applicant Tracking system solution. • Appointed as leader / mentor for new hires & junior level team members for SaaS solutions• Manage $2.7 million in contract renewals to achieve high customer retention and enable the introduction of new/additional product offerings to grow the business• Bring CS to the center of the organization and orchestrate success with Sales, Product, Support, Finance, and Leadership teams• Create customized account road maps to improve success metrics such as time to hire/fill via process re-engineering and training through contract lifecycle• Share industry best practices to help clients meet talent acquisition & hiring objectives and obtain executive buy-in for success initiatives. 100% positive feedback from clients regarding the support that I have provided• Conduct quarterly business reviews with C-Suite Executives to deliver in depth data analysis, address areas of opportunity, and maximize their ROI. • Consult with clients to analyze reporting objectives and build custom reports to meet clients’ requests as well as perform ad-hoc reporting• Developed a dashboard in Salesforce helping the Success organization track activities and metrics• VP of Success asked me to create a training program for our CareerBuilder’s Applicant Tracking System (CBAT). Built the program along with the materials and trained 50+ users including our own Talent Acquisition team Client Portfolio of over 40 clients. Top clients include: Grainger Canada, Glentel, beneva, Canadian Pacific Railway, Pacific Western Canada, Sollio Agriculture, VIVACO, Essor, Aldo, Procom, Agilus, Olymel, Kruger Products.

Calgary, Canada Area

Reporting to the Managing Partner, I am responsible for developing and executing our 5-year strategic plan in North America. • Lead our Customer Support and Marketing teams to build and maintain strong, long-lasting customer relationships with our 65+ existing enterprise accounts, totaling $3.5M in ARR. • Coordinate email marketing campaigns, outbound calling and deliver product webinars to increase feature awareness and adoption. Identified new usage trends and up selling opportunities worth $75K. • Reduce churn by engaging with accounts through every stage of their lifecycle, from implementation, onboarding, to QBR and support. Successfully onboarded 4 new clients totaling 300 users for a maximum engagement with the software. • Surveyed our clients through an NPS and identified the need for a mobile solution. Acted as PM with the Product Engineering team for production and implementation• Collaborated with our India offshore team to improve the customer experience and first contact resolution metrics • Developed standard processes to guide Customer Support Analysts and Engineers• Responsible for maintaining 24/7 support across services • Initiated strategic partnership with HSEtracker to enhance our service offering and respond to industry’s need regarding safety competencies. Feature request represents an opportunity to generate $100K of growth opportunity.

Suite 330, 5Th Avenue Sw Calgary Ab T2P 2V7

Reporting directly to the President, I am responsible for developing and executing business development strategies in the Greater Calgary market. • Worked from home the first 6 months and built-up a pipeline worth half-million dollars through 100 cold calls and 5 meetings with strategic players per week. • Positively approach C-Level executives (CFOs, CIOs, Presidents) and managed to sign 12 new deals for a total of $950K between September 2016 and June 2017. The closed deals led to the opening of our sales office in downtown Calgary. • Lead our production specialists team in Calgary • Monitor competition (OpenText, SharePoint, Iron Mountain) and follow industry trends to differentiate our solutions

Calgary, Canada Area

• Member of the ACM Business Leadership Team which focused on both strategic and tactical business elements with responsibility for Training revenues.• Responsible for attracting, motivating and leading a high-performing education team including 3 sales associates and 5 instructors• Forecast sales target for the education department and ensure they are met by the team• Implement new Learning Standards to support stellar delivery• Identify training needs and work with our technical group to customize courses according to clients requirements • Develop, maintain, and update training programs and associated materials • Identify opportunities for campaigns, services and distribution channels that will lead to an increase in sales• Develop, maintain and manage client relationships for public and private course opportunitiesAchievements include:• Delivered $1.5 million of revenue in 2014, exceeding yearly quota by 25%. Promoted from Business Development Manager to Training Manager in charge of the Business Unit.• Designed and conducted post training surveys to students and decisions makers – Identified 8 new training courses and successfully promoted them to the market that generated $100K of new revenue.• Increased Software and Private Training revenue by 100% (from $500K in 2012 to $1MK in 2013). Signed up Safety Training contract with Husky Energy to educate over 500 of their engineers and field operation teams.

Calgary, Canada Area

• Created and implemented the Social Media strategy for the entire organization in 2011 which grew our public education business to a sustainable $750,000 yearly sales revenue.

Calgary, Canada Area

Responsible for 250 plus B2B accounts, provided solutions for work wear, uniforms, CSA footwear, corporate branding and promotional needs. Focus was to develop relationships with key contacts, and maximize sales growth with current and new accounts.• Account Management and Account Development experience• Customer focused - can build my own client base and enhance business relationships with existing clients• Excellent communication, people skills, organizational skills, Cold Calling• Ability to work well in a team environment as well as independentlyAchievements:• Maximized sales growth from $750,000 to over a $1MK yearly revenue in 2010 by identifying untapped opportunities in existing 250+ B2B accounts• Awarded Top Tele sales rep across Canada for 2010 and Top 10 Sales Nationally (Outside and Inside teams included)

Calgary, Canada Area

Paris Area, France

Master, Sales And Marketing

Economics

Master, Administration, Law And Economics