Ben Scott Email & Phone Number

San Francisco, California, Us

- Accountable for all post-sale, customer-facing functions, including Customer Success Management, Professional Services, Technical Support, Customer Support, and renewals, in the Resware business unit (acquired Dec. 2020).- Responsible for leading the Customer Success teams and customers through the post-merger integration, the transition to a subscription-based software model, organizational structure updates, and best-practice and process development. This effort included creation of customer success and account management function, CRM and support system transitions, and a complete rebuild of the renewals and post-sale commercial negotiations.- Reinvented customer success strategy and journey for Resware to align with Qualia objectives and the transition to a scalable, enterprise software model across the Customer Success, Professional Services and Support teams. - Closely collaborated with Product & Engineering, Legal, Finance, Sales, Marketing to drive overall business objectives and deliver transformational projects on-time, in-scope and on-budget.

San Francisco, California, Us

- Lead the Customer Success organization, which includes Customer Success Management, Technical Support, Customer Support and Professional Services for Qualia's recently acquired (Dec. 2020) Resware business unit- Accountable for customer retention across the Resware customer base as well as strategic revenue growth through the platform, services and integrations- Collaborate cross-functionally with Qualia and Resware Leadership including Sales, Product, Engineering, and Operations to create alignment on strategies and to deliver on execution.

New York, New York, Us

- Lead the global Customer Success, Support and Customer Success Operations functions serving over 65 mid-market to enterprise software customers including IBM, Xerox, GE Healthcare, Adobe, Shell, Dun & Bradstreet and American Express and representing $13M+ in total ARR- Partner closely with Sales, Product, Professional Services and Executive Leadership to deliver value to through transformative SaaS products and services specifically tailored for enterprise marketing teams- Accountable for overall customer retention as well as developing new customer success operations metrics and reporting.

New York, New York, Us

- Lead the global Customer Success, Support and Customer Success Operations functions serving over 65 mid-market to enterprise software customers including IBM, Xerox, GE Healthcare, Adobe, Shell, Dun & Bradstreet and American Express and representing $13M+ in total ARR- Partner closely with Sales, Product, Professional Services and Executive Leadership to deliver value to through transformative SaaS products and services specifically tailored for enterprise marketing teams- Accountable for overall customer retention as well as developing new customer success operations metrics and reporting.

New York, New York, Us

- Promoted to lead the newly created professional services organization, and global team of implementation consultants-to define new engagement models, and build a repeatable, scalable model for deploying software offerings across two lines of business representing $1.25M+ in services revenue across 80+ mid-market and enterprise customers. - Built a professional services department, and established a vision to align teams and leaders, developing and implementing the systems, processes, and standards for customer engagements, and building new service offerings.- Transitioned a team of technical consultants into new roles as implementation consultants, providing mentorship to move team from a supporting role to a leadership role in project management and platform deployment.- Hired an implementation consultant for Europe/Asia markets, and promoted high-performing team members, identifying key talent and aligning to internal roles, while managing development opportunities for entire team.

New York, New York, Us

- Hired into a newly developed role-to operationalize delivery of an integrated marketing SaaS platform, and lead a team of US-based technical consultants to consult with new and existing clients on how to best leverage the platform. - Partnered closely with cross-functional teams to define technical integration process, performing an inventory and assessment of integrations, and maturity and reliability of each, with decision points by maturity or categories.

Austin, Texas, Us

- Played a key leadership role in building and scaling a profitable professional services practice for Kapost, positioning it as an enterprise vs. a mid-market solution, and refining a value-added customer experience, achieving $2M in profitable revenue, and 24% customer retention rate-leading to a $50M acquisition by Upland.- One of three leaders chosen from a team of 15, challenged to refine, innovate, and lead professional services solutions focused on content operations implementation to accelerate the start-up and scale of a new professional services practice. Owned project management and reporting of customer projects to drive time to completion and time to value.- Led the recruitment, selection, and hiring of implementation managers and a program manager, hiring externally and promoting from within, establishing a career path for implementation team, and ensuring dedicated support to IBM as strategic enterprise customer.- Played an integral role in the implementation of a time-tracking system-to measure utilization rates, defining time-to-value (TTV) aspects and factors associated with implementation and deployment.- Exceeded 60% utilization goal by 13% by providing tools and templates to accelerate customer's decision-making processes, and developing talent to ensure they have the skills and knowledge to accelerate customer adoption and onboarding.- Contributed to the design and development of numerous new services offerings-including foundational and accelerated implementation packages, developing the criteria and process by which customers are considered candidates.

Austin, Texas, Us

- Provided consultative leadership in the planning and execution of projects to implement a B2B SaaS platform, per implementation phases-configuration, onboarding, and end-user training. Challenged in April 2017 to provide dedicated implementation support to IBM-following significant turnover of its account team.- Drove a 275% increase in contract revenue with IBM over a two-year period (+$175k MRR), leading the successful implementation of 200 user pilot that expanded to 750, and achieving 70% user adoption within 60 days of training completion, and 83% adoption at 120 days post-training.- Led the SaaS platform implementation across 14 disparate marketing teams at IBM-during a time of significant organizational change, delivering on an executive mandate to drive marketing process standardization. Developed new method to report usage across 14 teams, which led to its integration into the SaaS platform for use as a best practice; honored with Customer Success Team MVP award for innovation, performance, and value.- Drove innovation to deliver training at scale, and developed metrics to measure user adoption and experience, identifying challenges and opportunities at IBM to accelerate Kapost's organizational growth and maturity.- Conceived, developed, and executed an innovative training and adoption strategy at IBM-improving accessibility at scale, transforming in-person webinar training into 25, two- to seven-minute modular videos. Overcame resistance to change by deploying change management best practices to increase user adoption and acceptance at IBM.- Mentored and developed a junior-level implementation manager-who went on to become the highest-performing senior customer success manager, with the longest tenure.

- Executed project management and qualitative/quantitative analysis of cross-functional initiatives related to Beta launch of web-based population health application.- Developed the structure and cadence of an executive reporting system to inform decision making, partnering with scrum master, product owners, and developers to overcome obstacles and accelerate development.- Established close relationship with the development, service design and quality assurance teams for strategic and tactical project plan creation, execution and risk mitigation.- Constructed integrated master schedule and facilitated project status meetings thrice-weekly to review progress, timelines and risks related to Beta launch across the entire organization.- Represented product management in collaborative effort to establish product lifecycle management methodology and identify opportunities for process improvement, increased efficiency and effective communication.

- Coordinated resources, timelines and dependencies with Datu product management, development and service design for client implementation of Beta population health application.- Collaborated on-site with client stakeholders in Orange County, CA to document security requirements and ensure delivery by Datu constituents. - Key contributor in development of implementation requirements and project schedule for Beta launch of web-based population health application.

Franklin, Tn, Us

- Led the development of on-site best practices—for billing system implementations and maintenance, collaborating closely with account receivables team, key stakeholders, and executive leaders, and continually challenging the status quo in a highly complex, publicly traded healthcare organization.- Played an important leadership role in the acquisition integration of a large healthcare corporation, directing and managing the system implementations and platform standardization across newly acquired physician practices.- Led the recruitment, selection, and hiring of a supervisor of implementation, and promoted within to team lead of claim resolution, developing and training talent to increase team capabilities and leadership.

Franklin, Tn, Us

- Accountable for implementation and system maintenance of Athenahealth cloud-based practice management and revenue cycle system as an organizational standard across CHS physician practices.- Supervised team of six system support and implementation analysts who maintained information within Athenahealth system and acted as the primary contacts for system-related maintenance and implementation projects. - Monitored Athenahealth data integrity and reported finding regularly to executive and divisional leadership in order to collaborate with leadership to ensure maximum billing efficiency and highest quality patient interactions.- Worked closely with Athenahealth account management team around product features and enhancements in order to promote operational efficiency and timely billing across CHS physician practices.- Coordinated and facilitated monthly supervisors meetings for practice services staff to foster in effective communication between supervisors, executive team and HR.

Franklin, Tn, Us

- Led collaboration for implementation CHS-standard practice management and revenue cycle system (Athenahealth) for new CHS physician practices in Marion, SC and Blue Island, IL while providing maintenance and support for current practices. - Served as Credit Card Plus Implementation Analyst by assisting in the full migration of physician practices to standard credit card processing system which included coordination of equipment distribution, on-site setup and payment accounts.- Tracked and managed monthly reporting of team-wide implementation accomplishments and project completions for all divisions including new/upcoming facilities as well as new providers and new departments added for all CHS physician practices.

- Responsible for managing the budget, timeline and scope of projects each representing $1,000 to $200,000 in revenue and for ensuring quality completion and coordination to general contractor and owner requirements.- Managed end-to-end RFP and estimation process for commercial electrical projects for general in the greater middle Tennessee area. Coordinated labor and materials on awarded projects with the general contractor, employees of Anchor Electric on site, and subcontractors working for Anchor Electric.- Accountable to CEO for progress of significant projects and facilitated cross-functional meeting with senior leadership and accounting department to determine invoicing in order to appropriately and effectively manage cash flow. - Responsible for developing and maintaining business relationships with contractors and vendors Anchor Electric identified as strategic partners.