Summary
Overview
Work History
Education
Skills
Timeline
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Ben Simon

Ben Simon

Washington,DC

Summary

Dedicated Customer Success and Community Leader with 12 years experience working in B2B SaaS space optimizing Customer Experience. Passionate about ensuring every customer is seeing the full value of their purchase.

Overview

12
12
years of professional experience

Work History

Senior Community Engagement Manager

Quickbase
03.2023 - Current
  • Created and delivered community content for The Qrew, Quickbase user community
  • Oversaw significant growth in new members, new contributors, log ins, site visits, and unique visitors
  • Successfully measured the value community brings to the Quickbase business as it relates to both growth and churn
  • Led a platform migration project moving community peer to peer website to our new vendor
  • Designed and deployed user group events both virtual and in person
  • Collaborated with internal teams to carry out marketing campaigns in the community channel
  • Served as a voice of the customer for community, shared feedback trends with product leaders
  • Owned and orchestrated the Quickbase Customer Advisory Board for product feedback
  • Frequent 1x1 and group meetings with customers, sharing best practices and gathering feedback on customer experience

Senior Manager, CS @ Scale

Quickbase
12.2020 - 03.2023
  • Designed Quickbase's first CS @ Scale team and its programs
  • Hired, trained, and managed a team of seven CSMs to carry out 1:many activities
  • Established a new user group program, webinar series, and email campaigns for the Quickbase customer base
  • Formed cross-functional partnerships with leaders in Marketing and Product organizations

Senior Customer Success Manager

Quickbase
08.2018 - 12.2020
  • Managed a strategic book of business with key customers Southwest Airlines, AT&T, T-Mobile, Comcast
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Raised growth opportunities to sales partners, escalated churn opportunities to appropriate channels
  • Identified advocates and advocacy opportunities

Customer Success Manager

Athenahealth
06.2015 - 07.2018
  • Managed a book of business of 50 clients, comprised of 10-30 physician sized practices using athenaNet.
  • Performed quarterly business reviews and conducted monthly check in calls.
  • Subject Matter Expert in athenaClinicals.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.

Application Analyst

MEDITECH
11.2011 - 05.2015
  • Supported Meditech's 6x software, managed a book of business of hospitals across the US.
  • Expert in Physician Care Manager, Imaging and Therapeutic Services, and Physician Documentation modules.
  • Project lead on ICD-10 conversion project.

Education

MBA - Marketing

Bryant University
Smithfield, RI
08.2010

Bachelor of Arts - English

Tufts University
Medford, MA
05.2007

Skills

  • Creating Fun Content
  • Building Strong Internal and External Relationships
  • Maintaining Cross-Functional Partnerships
  • Adopting New Technology
  • Oral and Written Communication
  • Solving Problems with Creative Solutions
  • Analytical Data-Driven Approach
  • Leadership, Managing Teams

Timeline

Senior Community Engagement Manager

Quickbase
03.2023 - Current

Senior Manager, CS @ Scale

Quickbase
12.2020 - 03.2023

Senior Customer Success Manager

Quickbase
08.2018 - 12.2020

Customer Success Manager

Athenahealth
06.2015 - 07.2018

Application Analyst

MEDITECH
11.2011 - 05.2015

MBA - Marketing

Bryant University

Bachelor of Arts - English

Tufts University

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Ben Simon