Brian Chen Email & Phone Number

New York, New York, United States

● Autonomously managed the Americas Customer Success Team to ensure the highest quality of service, support, and solutions throughout our enterprise clients’ lifecycles● Enacted action plans, implemented projects cross-functionally, and onboarded new accounts to increase value gain, maximize growth, retain and renew existing clients such as Alliance Bernstein, BMO, Credit Suisse, Morgan Stanley and Wells Fargo● Worked closely with the Global Head of Customer Success to monitor KPIs and… Show more ● Autonomously managed the Americas Customer Success Team to ensure the highest quality of service, support, and solutions throughout our enterprise clients’ lifecycles● Enacted action plans, implemented projects cross-functionally, and onboarded new accounts to increase value gain, maximize growth, retain and renew existing clients such as Alliance Bernstein, BMO, Credit Suisse, Morgan Stanley and Wells Fargo● Worked closely with the Global Head of Customer Success to monitor KPIs and accomplish OKRs which resulted in a reduction of: churn rate, missed calls from ~20% to ~1% within three months, SLA breaches for Critical/High incidents, product query escalations, etc.● Acted as escalation in a Product Specialist capacity for client incidents, queries, trainings, knowledge transfer, etc. Show less

New York, New York, United States

● Actively managed all enterprise client affairs through effective relationship, project, and incident management● Delegated, tracked and resolved incidents through JIRA and Visual Studios to promote accountability,responsiveness, and high-quality resolutions● Facilitated the execution of internal and client-related projects by providing clear timelines, responsibilities, communications, and updates via JIRA, Outlook, and Microsoft Teams● Established frequent touchpoints with… Show more ● Actively managed all enterprise client affairs through effective relationship, project, and incident management● Delegated, tracked and resolved incidents through JIRA and Visual Studios to promote accountability,responsiveness, and high-quality resolutions● Facilitated the execution of internal and client-related projects by providing clear timelines, responsibilities, communications, and updates via JIRA, Outlook, and Microsoft Teams● Established frequent touchpoints with clients through meetings, calls, and emails to build new relationships and strengthen existing ones● Queried databases to generate accurate, relevant, and easily digestible data that assist with and/or resolve projects, incidents, and questions● Improved the scope and depth of customer success documentation such as KBAs related to deployment processes, client feedback/issues, and product knowledge Show less

Greater New York City Area

● Played a key role in driving revenue growth for our enterprise clients through expert administration of their deals, events, and conferences with our proprietary Event and Conference Management platform● Incorporated system-generated data and Excel knowledge to manually create comprehensive and user-friendly reports that captured all client-requested statistics● Analyzed and configured the HTML and widgets of client-facing sites to meet their specific needs and… Show more ● Played a key role in driving revenue growth for our enterprise clients through expert administration of their deals, events, and conferences with our proprietary Event and Conference Management platform● Incorporated system-generated data and Excel knowledge to manually create comprehensive and user-friendly reports that captured all client-requested statistics● Analyzed and configured the HTML and widgets of client-facing sites to meet their specific needs and preferences● Hypothesized, tested, and confirmed replication steps for reported issues to ensure quick and effective resolutions● Collaborated with Sales to establish and refine client success plans involving strategies, goals, and growth potential Show less