Broc Bebout, Cpa(Inactive) Email & Phone Number

Northridge, Ca, Us

My charter is to lead the strategy and execution of an exceptional client journey and optimize our operational processes to support the amazing team that tirelessly serves the mission-driven schools and non-profits serving our communities. Charter Impact empowers mission-driven organizations to achieve their goals through personalized support in finance, operations and business management. We accomplish this through enthusiastic collaboration within our team and with our clients.We believe that what we do has a positive, measurable impact on students, families and communities. We take pride in providing our clients with timely and accurate financial and student data information that can be utilized to make the best decisions for their organizations.

With 15 years in the Customer Success space, we provide Program Audits and project-based deliverables that cover every aspect of a Customer's journey for SaaS (Software as a Service) and FaaS (Finance as a Service) companies. From pre-sale handoff through renewal & expansion, centered around achieving the customer's desired outcomes. We provide a comprehensive report outlining actional recommendations for improvements around the core pillars of: Process, People, Technology, Management, Teamwork, Metrics, Customer Value, and Customer Feedback. Specific project deliverables for implementing various functions or initiatives like: Customer Journey Mapping, Voice of the Customer Programs & Feedback Loops, Segmentation Strategies, Team Structure Optimization, Team Training and Onboarding, Customer Onboarding, Metrics & Goals Alignment, Compensation Strategy Development, Tech Stack Review & Tool Selection, Whitespace Analysis, Digital CS Programming, Renewal & Expansion Playbooks, Churn Mitigation, etc...

West Des Moines, Iowa, Us

As the Director of Customer Success at BarnTools, I spearheaded the strategic vision and operational excellence of our initiatives. Leading team of 10 with 6 direct reports, I cultivated a collaborative and high-performance culture that significantly enhanced customer engagement and retention. My efforts included collaborating with executive leadership to align organizational goals and implement impactful operational improvements, effectively transitioning to a customer-centric approach.Key highlights of my leadership include:• Attained an impressive 99.75% retention rate and achieved perfect CSAT scores in H1 2024 (up from 93% in 2023).• Increased NPS to 72 in H1 2024 (from 65 in 2023), resulting in $1.4M in expansion revenue contributing 8% total revenue. • Recruited and onboarded 10 customer success team members, achieving company record eNPS of 63.• Achieved 94% overall satisfaction by implementing systems like Lattice for organizational alignment.• Led transition from Microsoft Teams to Slack and Google Suite, implemented Lattice for OKRs and performance management, and established Guru for internal knowledge sharing.

New York, Ny, Us

In the position of Director of Customer Success at Vic.ai, I oversaw customer onboarding, success, services, and support teams for an AI platform designed specifically for accounting firms and enterprise finance departments. I focused on optimizing customer engagement strategies and ensuring high-quality service experiences, while consistently advocating for our clients' needs.Key highlights of my leadership include:• Led cross-functional teams in creating customer journey maps and revamping the Customer Success team’s roles to streamline customer onboarding, reducing initial time to value from 15 to 10 business days – 33% improvement. • Recruited and onboarded 4 employees to establish dedicated support functions, resulting in 22% increase in CSAT scores.• Developed and implemented premium support packages with dedicated Customer Success managers and white-glove onboarding, enhancing customer satisfaction and generating revenue growth of 12% of overall ARR.

Des Moines, Iowa, Us

In my role as Director of Customer Success at Vertex Software, I established and scaled the Customer Success organization from the ground up prior to the product launch. I successfully recruited and onboarded a team of six professionals for Customer Success Manager (CSM) and Solution Architect (SA) roles, while also hiring and expanding the team to include a VP of Sales, Product Management, and Quality Assurance, all with diverse backgrounds. My primary focus was to onboard, support, and proactively manage customers utilizing a proprietary cloud-based 3D visualization platform and SaaS application in the manufacturing and engineering sectors. I developed a comprehensive Customer Journey and Customer Success engagement model for global corporations and government contractors.Key highlights of my leadership include:• Achieved 100% retention with substantial expansion of 159% NRR after initial Executive Business Review (EBR).• Developed and executed 30-60-90 Day program for the Customer Success team, which was subsequently adopted by HR for company-wide new hire onboarding.

Ames, Iowa, Us

Promoted to Senior Manager of Strategic Customer Initiatives, I addressed key challenges in SaaS operations and regulatory compliance disclosures, fostering customer advocacy and strengthening brand loyalty. My collaborative approach involved working cross-functionally with various teams to identify and create additional revenue streams.Key highlights of my leadership include:• Spearheaded Customer Adoption Program that redefined the Customer Success Manager role and created a primary revenue stream• Founded Global Services CS Qualified Lead (CSQL) strategy resulting in $19.7M in opportunities and 53%-win rate.• Generated $2.6M in opportunities and 42%-win rate by establishing an Executive Business Review (EBR) program.

Ames, Iowa, Us

Promoted to Senior Manager of Customer Success to oversee 7 teams of 6-10 CSMs across 3 US regional offices (IA, NY, CO). I relocated to Denver, CO, to drive western expansion and scaled the Denver CS team to 40 employees managing over $40M ARR focused on SEC reporting, RISK, CCAR, DFAST, and ERM solutions.Key highlights of my leadership include:• Managed 34% of SOX customers with only 22% of the department's headcount in the Denver teams.• Contributed to Net Promoter Score (NPS) above 75, Customer Satisfaction (CSAT) above 96%, Retention above 98%, and Net Revenue Retention (NRR) above 114%.• Developed and implemented the "Performance Pulse" feedback methodology, which was adopted company wide.

Ames, Iowa, Us

Promoted to the newly created Team Manager role during a hyper-growth phase, balancing management responsibilities with maintaining a personal book of business. I led a team of 10 Customer Success Managers (CSMs), guiding them as they developed into leadership roles within the company. My responsibilities included overseeing the creation of sessions and content for our inaugural User Conference in Chicago, where I presented a CPE-qualified course to an audience of 250 attendees.

Ames, Iowa, Us

Recruited initially for my CPA experience to manage large banks, I managed 25 accounts, including our top revenue enterprise customer, which accounted for 10% of total annual recurring revenue (ARR) at the time. My role focused on ensuring customer satisfaction and building strong relationships to drive retention and growth.

London, Gb

In my role as Senior 2 Auditor, I led audits for mid-sized to Fortune 500 SEC clients across various industries, including manufacturing, insurance, financial services, and healthcare. My responsibilities encompassed the entire audit process, from planning to report delivery, and I provided insights on financial statements, employee benefit plans, and mutual funds. I oversaw audit staff and internal auditors, reporting findings to engagement executives, and progressed through four promotions, starting as Staff Auditor and advancing to Senior 2.

London, Gb

Audited various sections of large insurance company's financial statements.

Bachelor Of Science, Accounting And Finance

Permaculture Design Certification