Brian Benston Email & Phone Number

Portland, Or, Us

Lake Oswego, Oregon, United States

Lake Oswego, Oregon, United States

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.

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.

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.

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.

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.

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.

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.

Bachelor Of Arts (B.A.), History, Latin American Studies, Spanish

Concurrently received a Bachelor of Arts in both History and Latin American Studies with a minor in Spanish. Studied abroad in Rosario.

Study Abroad, Spanish Language

During my time at the Universidad Nacional de Rosario (Argentina), I spent time extensively studying Spanish language/grammar. I also.