Jeff Benfield Email & Phone Number

Chapel Hill, Nc, Us

Morrisville, Nc, Us

Manage a team of client success management utilizing data driven insights and call to action to deliver an exceptional Client experience. Experienced in developi9ng strong CS programs and teams resulting in excellent renewal rates and NRR. Focused on risk management, forecasting, and data driven process initiatives that facilitate scaling and delivering the desired client experience.

Morrisville, Nc, Us

➢ Manage a team of high-performing CSMs delivering an exceptional customer experience, high renewal and retention rate, solution adoption and expansion, and NRR.➢ Experienced at building strong customer success programs at both high touch and low touch to meet the scaling needs of the business utilizing data as a proactive approach and foundation to delivering the desired experience to achieve the desired outcomes.➢ Developed a scaled Client Success model increasing capacity by 50% thru a hybrid digital engagement/self-serve model with data driven proactive reachouts.

Burlington, Massachusetts, Us

➢ Managed and mentored a team of global Customer Success Managers for elite customers driving adoption, retention, customer satisfaction, and improvement of the overall customer experience.➢ Developed a Customer Success Program for focusing on the on-boarding and adoption phases, utilizing journey mapping and personas for online customer focused self-help creation.➢ Implemented programs to work with customers developing Cloud SaaS Support teams using data analytics and tableau to improve support performance and the partner relationship.➢ Sponsored a council focusing on support website and customer portal development to improve the user experience with a customer self-serve strategy resulting in case deflection cost avoidance. ➢ Developed a customer health scorecard using both analytical and relationship information providing an account review methodology for proactive actions improving the customer experience.➢ Conceptualized and implemented an enhancement to the escalation notification system in Salesforce CRM that reduced errors in daily reports, streamlined user interface, and decreased escalation response time delivering improved customer satisfaction.➢ Worked with engineering and devops to develop a software fix management process to align with their agile software development life cycle.

Burlington, Massachusetts, Us

➢ Managed the relationship and post-sales lifecycle with key mission critical customers serving as their advocate back into the corporation improving customer satisfaction.➢ Drove resolution of escalated issues working with senior management of cross functional teams of professional services, engineering development, and product management.➢ Served as a virtual account team member with sales to facilitate roadmap discussions working to understand customer needs and to identify expansion and new sales opportunity leads.➢ Provided yearly customer engagement site visits to review joint goals, performance, and needs, maintaining a customer satisfaction KPI rating of 95%.➢ Chaired client engagement calls utilizing the voice of the customer to implement design changes and product enhancements, working back into support, product management and development for review and resolution.

Kista, Stockholm, Se

➢ Managed the AT&T Mobility Corporate Headquarters accounts of Advanced Technical Support, Chief Technology Office, and Software Quality Organization.➢ Drove service metric adherence and improvements through matrix managing various groups maintaining TL 9000 compliance.➢ Facilitated vendor / customer reconciliation for all of AT&T’s North America network outage events that impacted contractual liquidated damages and vendor report card KPI metrics. Achieved $0 impact.➢ Organized, facilitated and presented at bi-annual executive level customer meetings on service performance.➢ Drove continuous improvement action plans and presented the monthly customer vendor report card, matrix managing support groups.➢ Chaired weekly engagement calls with customer software quality teams on software fix releases to improve customer network performance.

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➢ Managed the AT&T Mobility Corporate Headquarters accounts of Advanced Technical Support, Chief Technology Office, and Software Quality Organization.➢ Drove service metric adherence and improvements, matrix managing various groups.➢ Program managed Nortel switching software rollout programs within the AT&T Mobility Network maintaining accountability plans and actions to meet tight schedule adherence.

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➢ Improved the customer network and performance reliability by program managing the Eastern Region AT&T Hardening program for H.248 media gateway strategic initiative.➢ Managed individual regional technical projects to meet implementation goals and resourcing needs.➢ Provided account management of AT&T Wireless across specific assigned East region markets.

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➢ Managed regional market teams in functional readiness to align with new product introduction milestones and first customer deployments meeting 95% adherence to product release schedules.➢ Led the end-to end program success related to service readiness of North American Operations for the GSM/UMTS wireless products.➢ Worked as liaison into product leadership team providing feedback on readiness needs.

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➢ Managed Customer Service professionals and provided individual contributor function for total account responsibility for designated customers within the Southeast portion of the US.➢ Implemented and managed first office applications of VoIP into customer’s network working with project managers for deployment.➢ Worked as liaison and customer advocate with customers at all levels to ensure account success.➢ Drove action registers to resolve customer issues maintaining a high level of customer satisfaction.➢ Supported Sales in customer endeavors, monitoring and assisting in ensuring profit margins are met through project management initiatives.

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➢ Provided technical support services for three of the top US telecom companies and our internal Network Maintenance Center managing a direct team of 12 support engineers, and product specialty teams.➢ Drove team responsiveness KPIs to customer issues from 90% to 100% and maintained for 3 years.➢ Received the first ever “A” rating for Nortel on the BellSouth/AT&T vendor report card.➢ Developed and implemented tools to manage and improve engineer efficiencies for cost recovery which was adopted by the whole support team.

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Patuxent River, Maryland, Us