Benjamin Phipps Email & Phone Number

San Jose, Ca, Us

San Jose

Responsible for the successful implementation of Adobe's electronic signature solution for new Enterprise and Strategic customers. - Combine years of electronic signature industry experience with a metrics driven approach to provide thoughtful and measured deployment guidance that align to each customer's unique goals, requirements, and timelines.- Ensure successful implementation, go-live and adoption of Adobe Sign electronic signature solution by methods such as creating project plans, training trainers, and educating stakeholders on best practices.- Partner with customer sponsor and project stakeholders to understand their objectives and success metrics.- Project manage initial stages of Implementation/ProServices process from customer first contact to successful user entitlement in Adobe Console.- Exceed quarter over quarter individual KPI's for the role, as measured by Time-to-Value and CSAT.le, as measured by Time-to-Value and CSAT.

San Jose

Client Success and Onboarding for Enterprise and Strategic accounts

Palo Alto

As a member of the BetterWorks Customer Success team helped customers rapidly adopt, deploy enterprise-wide and deeply leverage the BetterWorks solution.Partnered with customer C-levels and senior management to develop and manage a custom success and launch plan for Betterworks Objectives and Key Results platform.- Onboarded customers, drove enterprise-wide launches, and supported ongoing usage of the platform.- Acted as the primary point of contact for customer needs.- Conducted training, best practice guidance, and quarterly business reviews both in person and virtual.- Established customer centers of excellence to foster adoption and engagement.- Collaborated with internal teams (Marketing/Product/Engineering) to ensure customers met adoption targets and realized significant value from using the platform.

San Jose, Ca

Managed $2M+ of ARR, responsible for account renewal metrics and driving upsell revenue. Maintained a 90%+ base renewal rate and 120%+ net annual revenue rate from named accounts.- Educated and trained new customers on the use of EchoSign.- Developed and managed short and long term implementation plans.- Renewed customer contracts, discovered and expanded upsell opportunities within my base.- Maintained proactive, regular contact with customer stakeholders to maximize success and usage, as well as additional revenue opportunities.- Worked internally with sales executives to develop implementation plans that included technical requirements, training requirements, key decision makers, and plans to accelerate adoption.- Ensured all my accounts were successfully enabled on Sign usage and adopted the solution.- Provided customer support to stakeholders and key users within accounts.- Surfaced, tracked, and managed customers product feature requests.

Worked on a cross-functional "tiger team" to gather metrics and analyze customer churn causes.- Recommended changes to UI of customer sign up process, resulting in a better customer experience and a 6% drop in new customer (0-90 days old) cancellation after implementation.- Analyzed customers’ usage and engagement data to identify segments at risk of canceling or lowering their lifetime value, and proactively develop strategies to resolve potential issues.- Presented Marketing Managers and Sales/Support Directors with weekly analysis and recommendations to maintain customers average lifetime value.- Managed Retention Team’s migration of data entry from individual excel workbooks to online database (Intuit Quickbase). Converted past records to Quickbase format to preserve historical data. Switch resulted in greater flexibility in data gathering, ability to track multiple variables independently in real time, with no downtime in data tracking.- Reviewed customer support cancellation surveys to ensure data reliability and consistency.

Managed team of Inside Sales Representatives.- Trained new sales reps in solution based selling to maximize conversion of SMB trial users into paying subscribers.- Identified and tracked sales representatives key performance metrics to pinpoint areas for growth and the performance of the team.- Developed and implemented an org-wide training process for all new sales representatives covering Homestead's products, systems, and identifying cross sell/upsell opportunities. New process allowed the Homestead to onboard new sales reps in a third of the previous time.