Brian Benston

Brian Benston Email and Phone Number

Senior Director, Customer Support @ NAVEX
Portland, OR, US
Brian Benston's Location
Portland, Oregon, United States, United States
Brian Benston's Contact Details

Brian Benston personal email

n/a
About Brian Benston

Brian Benston is a Senior Director, Customer Support at NAVEX. He possess expertise in customer service, leadership, account management, microsoft office, event planning and 35 more skills. He is proficient in Spanish.

Brian Benston's Current Company Details
NAVEX

Navex

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Senior Director, Customer Support
Portland, OR, US
Brian Benston Work Experience Details
  • Navex
    Senior Director, Customer Support
    Navex
    Portland, Or, Us
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  • Navex
    Senior Director, Customer Support
    Navex Nov 2024 - Present
    Lake Oswego, Oregon, United States
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  • Navex
    Director, Customer Success Operations
    Navex May 2024 - Nov 2024
    Lake Oswego, Oregon, United States
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  • Navex
    Associate Director, Customer Success
    Navex Apr 2022 - May 2024
    Lake Oswego, Oregon, United States
    As Associate Director, Customer Success I am currently responsible for overseeing the internal tooling and processes used by our team members, with a specific focus on the tools that support our customers through digital customer success strategies. I also have direct oversight of our Low Touch Customer Success team, which supports NAVEX's customers at scale.My duties include:-Supporting the deployment of in-app guides and messaging to enable our customers to successfully adopt NAVEX's various solutions.-Managing the NAVEX Community to support customers and internal team members around efficiently accessing self-service content and resources.-Overseeing the administration of Gainsight and ensuring internal teams have increased visibility into their assigned book of business to effectively support NAVEX's customers.-Defining and deploying strategies for NAVEX's Low Touch customer success model to ensure scalability around driving product adoption and value for this large segment of customers.-Leveraging data to inform where to invest time/resources to ensure customers are supported through their entire lifecycle, with a focus on risk identification, product adoption and uncovering expansion opportunities.
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  • Navex Global
    Manager, Customer Success
    Navex Global Oct 2019 - Apr 2022
    Lake Oswego, Or
    As Manager, Customer Success I previously led a team of 9 CSMs/Senior CSMs.My duties included:-Coaching my team members and ensuring they have what they need to be successful within their role and with NAVEX's customers.-Working with my team members to identify trends and mitigate risk with their assigned book of business.-Assisting senior leadership with the strategic direction of the Customer Success program.-Delivering against team ARR, gross revenue retention (GRR), and net revenue retention (NRR) targets through proactive issue mitigation, churn reduction, identification of expansion opportunities, and securing long-term renewals.
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  • Navex Global
    Customer Success Manager
    Navex Global Jan 2018 - Oct 2019
    Lake Oswego, Or
    As a Customer Success Manager, I acted as an advocate for some of NAVEX's most strategic enterprise customers.My duties included:-Proactively monitoring all customer activity to ensure that there are no roadblocks to success with NAVEX's solutions and services.-Ongoing success planning which helped customers realize ROI and maximize value of their investment in NAVEX's solutions as well as achieve their desired business outcomes.-Conducting Strategic Business Reviews (SBRs) as well as Executive Business Reviews (EBRs).-Keeping customers informed of product updates, webinars, thought leadership content, and relevant news at NAVEX.-Driving customer loyalty and promoter NPS through customer advocacy.-Achieving >%105 net revenue retention year over year through proactive issue mitigation and identification of expansion opportunities.-Understanding customer usage and increasing adoption of NAVEX's solutions.
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  • Navex Global
    Premium Support Manager
    Navex Global May 2017 - Jan 2018
    Lake Oswego, Or
    As a Premium Support Manager, I provided dedicated support for some of NAVEX's most strategic customers.My duties included:-Scoping complex configuration changes to customer systems.-Working closely with internal resources to ensure timely completion of customer projects.-Proactively supporting NAVEX's largest customers, focusing on customer success and achieving desired outcomes.-Ensuring all customer communications are responded to within 8 business hours.-Hosting regular meetings to ensure customer needs are being met.-Developing content for NAVEX's customer-facing knowledge base.
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  • Navex Global
    Customer Support Technician
    Navex Global May 2016 - May 2017
    Lake Oswego, Or
    As a Customer Support Technician, I assisted organizations with the SaaS-based EthicsPoint Incident Manager solution.My duties included:-Acted as a liaison between customers and the various internal resource and departments at NAVEX.-Oversaw support requests and projects to ensure successful completion in a timely manner.-Provided technical support and guidance on best practices for the EthicsPoint platform.
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  • West Unified Communications Services
    Sr. Event Specialist - Intercall Web Event Services
    West Unified Communications Services Jul 2014 - Jan 2016
    Portland, Or
    As a Sr. Event Specialist, I worked in an Account Management capacity as the main point of contact for my clients in regards to setting up and leveraging their Unified Communication strategies. My duties included:-Acting as the main point of contact for my customer's Unified Communication needs.-Advising customer of best practices within the conferencing & collaboration industry.-Responding to all inquiries (phone & email) within 4 business hours.-Scheduling and assigning personnel to assist with customer conference calls/webcasts.-Logging & tracking advanced technical support tickets in our CRM platform (Salesforce.com) to ensure issues are resolved satisfactorily.-Building fully-branded webcast registration/landing pages.-Assisting customer's in compiling pre and post-webcast metrics in order to understand the effectiveness of their communication efforts.
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  • West Unified Communications Services
    Event Specialist - Intercall Web Event Services
    West Unified Communications Services Aug 2013 - Jul 2014
    Portland, Or
    As a Web Event Specialist, I provided exceptional customer service as well as assisted our clients by providing live technical support during their conference calls/webcasts. My duties included: -Monitoring customer webcasts in order to provide on-demand technical support both for back-end platform issues as well as triaging issues experienced by the attendees.-Compiling post-event reports containing attendance metrics, questions posed by participants, and pre/post-event survey data.-Working directly with customer contacts (Admin Assistants through C-Level Executives) to walk them through the logistics and flow of their webcast.-Moderating webcasts/webinars and verbally providing instruction to participants on ways that they can actively participate in the webcast.
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Brian Benston Skills

Customer Service Leadership Account Management Microsoft Office Event Planning Salesforce.com Social Media Technical Support Collaboration Solutions Webcasting Social Networking Problem Solving Microsoft Excel Microsoft Word Software As A Service Software Implementation Project Governance Project Management Spanish Web Conferences Process Efficiency Webex Adobe Connect International Travel Social Justice Latin America Organization Customer Support Customer Experience Audio Conferencing Html Css Sharepoint Crm Unified Communications Powerpoint Research Jira Confluence Customer Success

Brian Benston Education Details

Frequently Asked Questions about Brian Benston

What company does Brian Benston work for?

Brian Benston works for Navex

What is Brian Benston's role at the current company?

Brian Benston's current role is Senior Director, Customer Support.

What is Brian Benston's email address?

Brian Benston's email address is be****@****way.com

What schools did Brian Benston attend?

Brian Benston attended University Of Oregon, Universidad Nacional De Rosario.

What are some of Brian Benston's interests?

Brian Benston has interest in International Travel, Learning, Technology, Non Profit Organizations, Reading, Finance And Financial Planning, Multiculturalism, Unified Communications, Spanish Language, Professional Development.

What skills is Brian Benston known for?

Brian Benston has skills like Customer Service, Leadership, Account Management, Microsoft Office, Event Planning, Salesforce.com, Social Media, Technical Support, Collaboration Solutions, Webcasting, Social Networking, Problem Solving.

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