Benjamin T. Chau Email and Phone Number
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Benjamin T. Chau personal email
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With 8+ years of Customer Success, quota attainment, and renewal churn-saving experience, I'm a seasoned professional with a passion for delivering exceptional customer satisfaction and support at the enterprise and strategic level. In total, I have assisted over ~250 company logos with a TCV of $18M+. I approach with a ‘glass half full’ mentality, always looking for opportunities to enhance the customer experience, giving our customers memories to last a lifetime. My approach is through genuine empathy, and I take pride in being a strong advocate for our customers. In the SaaS and B2B industry, I’ve achieved high renewal retention rates and driven business expansion.Building trust with stakeholders is a natural strength of mine. I am always keeping an open ear on product improvements, & customer business goals, I approach every interaction with sincerity, ensuring that implementation improvements meet the needs of our customers.1. VP of Strategic Initiatives @ Taylor Farms - $6B ARR. Drata's onboarding & support process is frankly the best I've ever had from a company like Drata. Ben sets the standard extremely high developing an onboarding process that plants roots for customers where they're not going to want to walk away. You Ben, & Drata have been the prime example of the way it should be done and have made a difference representing Drata spectacularly!2. VP, GTM & Events Leader -👉 Customer-focused: The review was about Ring Central, not Clari itself.🕵♂️ Researched: Ben came into the meeting knowing the details of our new strategy. The new products, direction of the company📊 Personalized: The insights were specific to our business. C-Suite were taking screenshots, very impactful.🏃♂️ Action Oriented: Gave specific & detailed recommendations on how we could use Clari to address specific areas of our business. If you joined, you could have thought it was an internal MBR.3. Manager, Business Operations @ Microsoft - The support from Ben has always been outstanding yet Ben somehow manages to elevate the level even higher as each year continues.4. Director Global Sales Operations @ ThoughtSpot - Ben truly felt like part of our team and could be counted on to quickly address any problems & bring new solutions to the table. Our experience with Ben has led us to adopt new features and products of Clari5. Senior Director, Account Management @ Clari - Ben runs some of the best calls I have seen. You are soo talented. The way you ask questions & present features make it feel so simple. You never let a call go wasted!
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Senior Enterprise Customer Success ManagerDrataSan Jose, Ca, Us -
DrataSan Jose, Ca, Us
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Strategic Customer Success ManagerDrata May 2024 - PresentSan Diego, Ca, UsDrata is a security and compliance automation platform that continuously monitors and collects evidence of a company’s security controls, while streamlining compliance workflows end-to-end to ensure audit readiness.G2 has identified Drata as a Leader in multiple categories in 2024: • GRC• Cloud Compliance• Security Compliance• Manage ~50 Strategic/Enterprise customer accounts (~$2M book of business) - biggest customer segment of Drata. Includes Implementation, Health Checks, QBRs/EBRs, & Mutual Action Plans (MAPs) successfully hitting customer goals & objectives• 100% renewal retention rate 3 straight quarters• Close collaboration with Account Management team and Drata's C-Suite to drive customer success, directly contributing to Drata's overall success.• Churn Risk Strategist - Analytical with data/metrics to proactively identify risk & creating mitigation plans. Transparency to the highest degree. As a CS department, kept churn budget under 100% allotment for 3 straight quarters. Under ~$500k churn QoQ• Obtained numerous G2 reviews & 10 NPS scores within first 6 months of tenure • New Hire Mentorship Program - Enhanced the program by refining onboarding processes, providing ongoing support to mentees, and implementing best practices to accelerate the integration of new teammates
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Senior Customer Success ManagerClari Apr 2021 - Oct 2023Sunnyvale, Ca, UsHelp our customers realize their fullest potential, by transforming their revenue operations to be more connected, efficient, and predictable. G2, the largest B2B software user reviews company, recognizes Clari as a pioneer in creating the new Revenue Operations category rating us as #1.• A master of the Clari Suite - Revenue Forecasting, Analytic Projections, Dashboards, and Opportunity Management. Ability to create, maintain, and improve ANY customer/company's Clari platform• Manage ~$4+ million book of business advising ~30+ customer relationships (Enterprise, Mid-Market, a handful of Commercial accounts) engaging with C-Suite officers that include CROs, CFOs, VP of Sales, VP/Directors/Managers of Global Revenue Operations, & much more.• Executive Business Reviews, Quarterly Business Reviews, Revenue Precision Insights, Implementation Deployment Transitions - create, lead, and present many C-suite and executive leadership-facing presentations to drive alignment and highlight Strategic Growth Initiatives• A strategic mindset providing enterprise-level Revenue Operations business strategies/processes adapting to evolving customer needs• The leading Voice of the Customer - share product feature roadmap suggestions with cross-functional Product Management/Engineering teams managing platform improvements• Completed all New Hire Onboarding certifications/training modules within 2 months of start date, one of the quickest onboardings to date. Top performer, highly self-sufficient and analytical mindset, able to hit the ground running immediately. -
Customer Success ManagerFortra Sep 2019 - Apr 2021Eden Prairie, Minnesota, UsOriginally named Agari, the cloud-native solution using predictive AI to stop advanced email attacks. Giving our valued customers the ability to open, click, & trust everything in their inbox. Acquired by Fortra (formerly known as HelpSystems) in 2021.100% renewal retention Q1 2021.120% of renewal quota in 2020.• Manage ~$3.5+ million annual Book of Business as a trusted advisor maintaining ~65 customer relationships (Enterprise level, Mid-Market, & Strategic SMB accounts) engaging with Chief Information Security Officers (CISOs), VP of Security, & Economic Buyers.• Considered the 1A & 1B punch combo with Customer Success Engineering (CSE) & Enterprise/Senior Account Executive teams ensuring a successful/smooth on-boarding customer implementation• Ability to articulate business value to ensure adoption and drive growth; through training, development of best practices - creating long lasting 'Customer Champions' • Collaboration with Product Managers & Engineering teams to prioritize product improvements & educate customers on roadmap product releases• Being the customer advocate & first point of contact/escalation. Collaborating with Onboarding Deployment teams, Technical Escalations, Support, Engineering, & Sales team• Weekly sales forecasting with C-level Leadership reporting potential churn & cross-sell opportunities• Proven track record through consistent positive KPIs (Net Promoter Scores) from entire customer base.• Develop internal sales/customer tracking processes & documentation transferring 'tribal knowledge' into Google Drive/SharePoint -
Customer Success ManagerWhitehat Dast By Synopsys Dec 2017 - Sep 2019San Jose, California, UsA strong focus to provide a safe digital life through Application Security. Bridging the gap between security and development to deliver secure applications. Acquired by Synopsys. 97% renewal retention Q1-Q3 in 2019.110% of renewal quota in 2018.109% of up-sell/cross-sell quota in 2018.• Successfully trained/ramp up new CSM teammates (includes Senior CSMs, Principal CSMs & most recently Manager, Customer Success)• A constant trajectory trend of increased renewal retention rate for 6 consecutive quarters. With a 'book of business' that has grown to ~$2.5 million, or 300% of initial BoB managing ~90 customer accounts (Enterprise, Mid-Market, & SMB)• Natural inclination to be the extension of our customer's team, & the quarterback to ensure customers maximize the value of SaaS Product Suite• Perform Quarterly Business Reviews, business travels when necessary, identifying risk factors & steps to resolution• Maintain customer relationships from pre-sales stage, to Onboarding, through the renewal stage. • Serving as the primary escalation point of contact - first line of defense• Facilitate support cases via Salesforce/Gainsight to ensure customers get the assistance to reach resolution. Overseeing the entire process, ensuring accuracy & transparency• Having built a strong & genuine trust with customers, I become a source to identify expansion opportunities for Account Executives, leading to successful business growth• Successfully measure my customer satisfaction through a 'positive' Net Promoter Scores (NPS) of 55+• Weekly forecasting calls with Executive Leadership teams -
Customer Success AssociateWhitehat Dast By Synopsys Feb 2017 - Dec 2017San Jose, California, Us• High-level of Salesforce hygiene with an understanding of the entire Software Development Life Cycle (SDLC)• Support SMB Account Executives to achieve +92% customer retention rates the entire 2017 year, while providing genuine value towards customer needs/business processes.• Contribute to the success of achieving 4 consecutive fiscal quarters, which resulted in hitting annual forecast.• Understand customer/reseller needs to generate new business, upsell, & renewal quotations that incorporates multiyear & coterminous offerings• Verify & maintain data integrity of quotations, purchase orders, and invoices - being integrated with Contract/Legal, Accounting, & Engineering teams. • Fully immersed in a Software as a Service (SaaS), Application Security company - educated on Dynamic AST, Static AST, Mobile, and E-Learning LMS.
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Operations Account SpecialistLoring Ward Feb 2014 - Feb 2017St. Louis, Missouri, UsLoring Ward's objective is to create a better wealth experience for Financial Advisors and their clients. In 2018, Buckingham Wealth Partners acquired Loring Ward who handles ~$15 Billion in assets under management. • Review and approve accounts that are associated with TD Ameritrade. Work hand in hand with financial advisors to ensure all necessary components are present to be able successfully open the account• Perform in-house analytical metric reports to senior management representing the progression/regression of company objectives to identify strengths & weaknesses • Designated & highly dependable specialist performing account aggregation/de-aggregation on Envestnet’s Platform• Reconcile hundreds of check deposits daily to ensure all accounts are funded properly; Working hand in hand with custodian representatives from TD Ameritrade, Pershing, Charles Schwab, & Fidelity• Develop and implement multiple well-documented referencing templates/guides to assist new & current employees for cross-training purposes• Responsible for all aspects of Login Assistance on company platform maintaining all LWI employees, 300 external financial advisors, and 4,000 client’s accounts• Provide quality control for all incoming paperwork and new business, including scanning & imaging support• Liaise with custodian partners to successfully open and maintain 80 accounts daily on the Synergize platform. Extreme attention to detail and accuracy is a must -
Administrative Assistant, Financial Advisor ServicesLoring Ward Mar 2012 - Feb 2014St. Louis, Missouri, Us• Great exposure working with Charles Schwab, Fidelity, TD Ameritrade, & Pershing.• Various projects surrounding operational processes, projects and other operations or service-oriented items• Process client and account change request, including but not limited to address changes, beneficiary updates, registration changes, allocation updates and duplicate statements• Organize and file payment stubs into data system as well as input client sensitive information using Excel/Word. As well as provide quality control for all incoming paperwork and new business.• Work hand-in-hand with New Account Specialists who assist financial advisors in a professional manner. Assist all members of the department when necessary, to create a high-end customer service offering to our demanding financial advisors/clients• Train & develop new incoming employees on document control duties. Other tasks that new employees are taught involve New Account data entry, scanning & filing.
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Tax Intern/Assistant To Alan Werba Cpa, CfpWerba Rubin Papier Wealth Management Llc Feb 2012 - Apr 2012San Jose, California, UsIn 2012, Alan Werba, Chairman of Loring Ward Advisory Services, was a Managing Member of Werba-Rubin Wealth Management. As of 2017, Werba-Rubin Wealth Management has become Werba Rubin Papier Wealth Management LLC.In 2012, Werba-Rubin Wealth Management, LLC manages over $200 million in total assets, with about 300 private clients. Their main focus is towards wealth management and retirement consulting that covers all characteristics of their client's life and/or business. • Organize, prepare, and package each client's tax paperwork for each tax year. Provide quality control on all CPA signatures & requirements before sending to customers.• Exposed to many different tax supplement forms: 540 forms, 1040-EZ forms, W-2 forms, W-4 forms.
Benjamin T. Chau Skills
Benjamin T. Chau Education Details
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San José State UniversityBusiness Administration/Management
Frequently Asked Questions about Benjamin T. Chau
What company does Benjamin T. Chau work for?
Benjamin T. Chau works for Drata
What is Benjamin T. Chau's role at the current company?
Benjamin T. Chau's current role is Senior Enterprise Customer Success Manager.
What is Benjamin T. Chau's email address?
Benjamin T. Chau's email address is bc****@****ari.com
What is Benjamin T. Chau's direct phone number?
Benjamin T. Chau's direct phone number is +140826*****
What schools did Benjamin T. Chau attend?
Benjamin T. Chau attended San José State University.
What skills is Benjamin T. Chau known for?
Benjamin T. Chau has skills like Customer Service, Microsoft Excel, Sales, Time Management, Teamwork, Public Speaking, Event Planning, Team Leadership, File Management, Employee Training, Crm, Accurate Data Entry.
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