Benjamin Irvine Email & Phone Number

San Francisco, California, Us

Chapter 3 in my journey at Salesforce - I've joined the Service Cloud Product Marketing team to lead the Go To Market strategy for Salesforce's commercial business unit.

San Francisco, California, Us

I lead a team of customer service experts that help COOs, heads of service and support improve customer loyalty.It's much easier, and profitable, to extend the client relationships you have today than constantly selling and on-boarding new customers.

San Francisco, California, Us

After using Salesforce.com as a customer service leader for the last nine years, I am excited to share my expertise with other companies realizing that service matters more than ever right now.Please contact me if you have questions about how you can improve your customer service operations, need help enabling self-service, better advocating for your customers internally, or engaging with your customers more effectively.

Kanata, On, Us

I run Operations at ShoreTel's Cloud division - we provide cloud-based phone systems for businesses.Since the acquisition in March 2012, I have been working to bring together the two cultures. Other achievements include:* Rebranding and launching portal.shoretelsky.com* Continuing to onboard new clients at record volumes* Managing ShoreTel's response to Hurricane Sandy* Refining our career path to improve the expertise of our staff* Deployed a custom Service Cloud integration and deployed Salesforce Knowledge to reduce case triage time as well as improve resolution rates * Made steady improvements in the quality of our support team

Responsible for the entire client experience from the moment the contract is signed for the lifetime of the account. Recruited and ramped operations staff 3x including account management, project management, service delivery, customer service and the network operations center. Meanwhile, monthly client onboarding volumes increased by 3x, installed base grew by 8x, and maintained customer retention rates above 90%.* Launched trust.m5.net to share availability statistics* Launched M5Connect for Salesforce to integrate VoIP with Salesforce.com* Rolled out Salesforce.com's Service Cloud for Operations* Increased monthly client onboarding volumes from 60k/month to 130k/month* Established quarterly product release cycle and combined that with quarterly training. When change becomes a constant, staff can absorb product and process training in a predictable, sustainable rhythm. * Developed and successfully deployed a career path program in Operations to lower recruiting costs, ramp staff and build capabilities quickly. Companies that learn faster, win faster.

Pastafari was a mobile pasta restaurant serving RAGBRAI.com bike riders while playing reggae music from 1997 - 2011. I conceptualized the restaurant, recruited fellow founders and staff members that were crazy enough to join me on this vocation vacation for 14 years, growing the business 5x from the inaugural event.

OctopusOctopus was a IT consulting service that provided customers with outsourced technology strategy, network administration and help desk services for small and medium sized businesses.* Successfully sold the business to All Covered in December, 2007* Designed network administration service offering including firewalls, anti-virus, system patches, backups, monitoring, and business continuity planning.* Deployed Salesforce.com to manage sales pipeline, help desk cases, and developed a custom time keeping application in Salesforce that automated consultants client communication and billing operations. Integrated with accounting software to enable profitability analysis by consultant, product, and client.

All Music Guide crossed with MP3.com in Spanish, Portuguese and English - search for favorite artists, read original biographies, find MP3s and musicians could upload and promote their music.Highlights included opening a bar on the beach in Punta Del Este, Uruguay, coordinating and promoting a James Brown concert in Buenos Aires, and opening an office in Miami to edit and produce the Windows Media Player Guide for all of Latin America and Spain each week. Meanwhile, I learned the basics of TCP/IP, deployed Active Directory and Microsoft Exchange 5.5 between New York City, Buenos Aires, and São Paulo. I created development, QA, and production environments and learned the basics of SQL and administering websites on IIS.