Benjamin Bota
Buford,GA
Summary
- Customer-focused Technology & Business leader driving business growth through guiding customer success teams, while identifying and deploying key levers that improve customer lifecycle and support customer objectives.
- In-depth understanding of the customer success lifecycle driving loyalty, adoption, expansion, and renewal.
- Driven by customers' desire to achieve growth, launch initiatives to identify revenue-generating opportunities and work proactively to optimize the use of company’s products and services.
- Manage through influence, persuasion, and consensus building while using Sandler styled communication throughout the buy, retain, and renew relationship.
Overview
28
28
years of professional experience
Work History
Customer Success Manager & Enterprise Support Account Manager
McAfee / Trellix
01.2013 - 01.2023
- McAfee was rebranded to Trellix in 2022 after acquisition by Symphony Technology Group
- Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
- Consulted with enterprise customer employees across the gamut of system administrators to Chief Information Security Officers (CISO) and beyond
- Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
- Security Adviser to Federal Integrators (DoD)
- Act as the customer’s navigational guide through each phase of the customer life cycle from on-boarding to renewal
- Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
- Work with internal contacts to provide a high touch experience by coordinating activities among all Trellix teams
- Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
- Work pro-actively to reduce risks and maximize their security investment
- Serve as customer advisor collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
- Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
Sr Product Specialist
MCAFEE/INTEL
04.2010 - 06.2013
- Provided in-depth analysis of customer's Email Gateway environment during remote sessions troubleshooting
- Evaluated policies, configurations and suggested best practices documentation to ensure effective security posture
- Benjamin Bota 678.281.4707
- Dbbota@bellsouth.net
- Page 2
- Worked directly with different support tiers to resolve customers' issues
- Developed and improved end user functions and processes for a more effective deployment and procedures
- Collaborate with other teams to ensure the delivery of high-quality customer service
- Investigate bugs and research the possible causes and document them
- Implemented standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
Technical Account Manager
SECURE COMPUTING
03.2007 - 04.2010
- Ensured the successful implementation and adoption of best practices programs for global enterprise companies by conducting ongoing targeted sessions focused on improving end user functions and processes
- Supported Enterprise accounts hands on as their dedicated Technical Account Manager
- Acts as the customer’s advocate and single point of contact within McAfee, leveraging peers in support, engineering, consulting, and education to address customer issues
- Developed a culture of continuous improvement within each account
- Implemented standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
- Assisted and coordinated product deployments, updates/upgrades and provided recommendations to optimize tools that support customer self-service, early warning identification and customer deployment success
Sr Technical Support Engineer
CIPHERTRUST
12.2004 - 03.2007
- Provided in-depth analysis of customer's Email Gateway environment during remote sessions troubleshooting
- Evaluated policies, configurations and suggested best practices documentation to ensure effective and efficient security posture
- Worked with assigned Enterprise accounts as their assigned advisor and single point of contact
- Acted as a liaison between the company and clients
- Worked directly with different support tiers to resolve customers' issues
- Experienced in Linux/FreeBSD/RedHat, Windows Servers, Office365, Insight, Clarify.
Technical Support Engineering
DST Output
12.1994 - 07.2004
Education
B.A. - Psychology
CSU
Sacramento, CAA.A - Criminal Justice
SCC
Sacramento, CASkills
- Brand Enhancements
- Customer Service and Assistance
- Customer Retention
- Inventory Control Processes
- Business Development
- Interdepartmental Collaboration
- Client Service Optimization
- Renewal Opportunities
- Strong Technical Acumen
- Effective Customer Communication
- Salesforce CRM Experience
- Define Customer Needs
Accomplishments
- Business Development: Launched initiatives to grow business value, reduce attrition, and increase revenue: Identify churn early through use of CRM/Salesforce and Gainsight Applied go-to-green procedures and templates for concerned accounts to aid in overcoming security issues and obstacles Contributed to the Customer Success Handbook, highlighting the operational overlap of sales, professional services, and the
- CSM
- Operational Excellence: Increased customer Health Watch consumption by 25% over a 6-month period Obtained Net Renewal Retention including New Business rate of 93% across supported customer base in public sector
Timeline
Customer Success Manager & Enterprise Support Account Manager
McAfee / Trellix
01.2013 - 01.2023
Sr Product Specialist
MCAFEE/INTEL
04.2010 - 06.2013
Technical Account Manager
SECURE COMPUTING
03.2007 - 04.2010
Sr Technical Support Engineer
CIPHERTRUST
12.2004 - 03.2007
Technical Support Engineering
DST Output
12.1994 - 07.2004
B.A. - Psychology
CSU
A.A - Criminal Justice
SCC
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