Ben Jamison Email & Phone Number

Vancouver, Wa, Us

Vancouver, Washington, United States

Develop a trusted advisor relationship with strategic customer stakeholders and executive decision makers. Drive adoption and ensure customers realize full business value from all products. Manage and nurture accounts to identify and eliminate risk of attrition.• Technical Writing - Write “how to” documentation, including screenshots and videos, for end users on an ad-hoc basis, ensuring product understanding and adoption.• Documented communications in Gainsight in a clear, concise, and detailed manner to ensure best customer experience and team collaboration.• Secured a 250% increase for a customer’s user base, including adding a second business unit during a proof of concept project that was complex and challenging.• Consistently in the top 25% of my team’s performance, in the area of customer meetings, an important engagement metric.• Led customized, engaging training for individual users and full teams, resulting in increased adoption, utilization, and return on investment.

Coached and supported the Customer Success Management (CSM) team. Led rebalancing of books of business in accordance with team changes. Served my own book of business as their Customer Success Manager.• Technical Writing - Wrote, reviewed, and published internal and customer-facing documentation for the Oncue Knowledge Base.• Trained new CSMs on all tools and processes vital to their ongoing success.• Led weekly team meetings and retrospectives, improving communication and collaboration.• Strategized with team members on solutions for customer concerns and developed clear action plans.• Represented the “Voice of the Customer” to leadership and cross-functional teams that impacted product development, building new features and adjusting processes. • Managed the customer-facing side of a full-scale transition to a new software fundamental to the operation of the business and the customers’ businesses. • Spearheaded internal knowledge base documentation, trained all CSMs to ensure a smooth customer experience, and provided support to the team throughout the transition process.

Built meaningful relationships with customers to drive expansion, identify accounts at risk, and reduce churn. • Reduced chat support first response time by 344% through policy, procedure, and platform improvements. • Managed build out and implementation of the company’s first Customer Success software platform (ChurnZero) and served as the primary administrator.• Increased data visibility for CSMs and leadership and improved overall effectiveness by documenting internal and external processes, procedures, and software solutions.

Produced full-scale weekly events including developing and delivering original content through public speaking, workshops, and courses. Oversaw business administration including budgets, facilities management, and team meetings, reporting back to the Board of Trustees. Strengthened community engagement and stewarded donors.• Provided adult instruction to groups of 20 - 200+ via regular keynote presentations in the classroom and workshop environment, both in-person and online.• Collaborated with marketing firm on promotional videos, slides, and copywriting for maximum engagement.• Rebranded monthly giving program, including researching and booking speakers for bi-monthly, exclusive events.• Contributed to the business management in all aspects including business and office administration, board of trustees participation & management, content creation, marketing, etc.• Emceed annual large-scale fundraising event.• Pioneered new events and engagement opportunities for the community.

Owned the entire customer journey and relationship post-sale, including onboarding, training, and strategic business reviews. Partnered with Account Management to drive expansion and retention. • Technical Writing - Wrote, reviewed, and published internal and customer-facing documentation for the Sifted Knowledge Base, including onboarding process documentation and workflows.• Managed portfolio of 300 - 400 strategic clients utilizing Salesforce and Gainsight.• Successfully onboarded new clients/users via kick-off calls & customized live training.• Managed the creation, implementation, and iteration of onboarding processes for new clients, improving the customer experience and significantly reducing staff time.• Project managed cross-departmental build outs of new service offerings.• Served as SME for the Customer Success team for multiple service offerings.

Stewarded relationships with major donors and foundation funding partners. Researched and applied for funding opportunities with foundations. Traveled to meet in person with donors, deepening relationships and increasing giving.• Developed, maintained, and advanced relationships with donors via phone, email, and in-person visits, ensuring continued financial contributions.• Researched and advanced innovative revenue saving / business generating ideas.• Developed, maintained, and advanced relationships with potential business partners.• Represented UWH at regional and national conferences.

Provided training and operational and technical support via phone, email, and chat on three unique SaaS offerings focused on K-12 education.• Provided technical documentation to the Knowledge Base including writing articles, reformatting and editing articles for accuracy and consistency, and recording video demonstrations.• Maintained a high consumer satisfaction (95%+) rating as a KPI. • Validated technical issues and generated work-arounds while technical issues were addressed.• Assigned, ad-hoc, as a dedicated contact for at-risk customers to ensure retention.• Coached and trained other CSS team members as the Subject Matter Expert on multiple complex features.

Los Angeles

Managed all aspects of the contracts and grants program for one of the largest Alzheimer’s Association chapters in the country. • Researched new funding sources and opportunities.• Led teams of advocates to Sacramento to advocate for government support of the Association’s mission and services directly with elected officials.• Provided leadership and helped build relationships by leading high level meetings between state elected officials and advocates.• Project managed 60+ contracts/grants annually ensuring timely application, reporting, and completion of projects.• Supported meticulous Quality Assurance via high volumes of editing documentation.• Enhanced the quality of funding leads through targeted research and relationship building.

Los Angeles

Provided high-level executive support to the Executive Vice President. • Streamlined application review and approval processes.• Tracked and reported on available funding, spending down restricted funds in accordance with funding timelines.• Developed and documented client tracking and reporting process for newly funded programs covering the City and County of Los Angeles, leading to multiple funding renewals.

Los Angeles

Administered all aspects of the Safe Return and Home Care Assistance programs.• Managed and administered the Medical and Scientific Advisory Council.• Created and maintained new contract and grant tracking systems.• Coordinated State-wide “Advocacy Day” activities.

M.A., Spiritual Psychology

Bachelor'S Degree, Business Management