Microsoft Office
Benjamin Fitting
Auburn,MA
Summary
Experienced professional in customer success, skilled in driving client satisfaction and retention. Demonstrated ability to build strong relationships, solve problems, and deliver tailored solutions. Highly focused on collaborating with teams, adapting to changing environments, and achieving measurable results. Recognized for creative solutions, effective communication skills, and strategic thinking abilities.
Overview
8
8
years of professional experience
Work History
Implementation Specialist
Harper's Payroll
12.2023 - Current
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.
- Conducted detailed requirements analysis for each project, creating customized solutions based on client needs.
- Established clear project milestones and deliverables, ensuring timely completion of tasks and transparent communication to stakeholders.
Solutions Expert
Contentsquare
02.2022 - 08.2023
- Designed and executed onboarding and training programs for clients undergoing implementation, coordinating with internal and external cross functional teams.
- Trained cross functional users of varying technical skill on Contentsquare, explaining technical terms and concepts in easy to understand ways.
- Acted as a technical and product expert to support internal and external clients by troubleshooting and identifying issues, ensuring correct software setup and understanding client technologies for optimal implementation and integrations.
- Host and assist on training and Contentsquare certification webinars for users from across the client base, demoing Contentsquare for attendees.
- Analyzed complex problems to develop effective strategies, resulting in successful project outcomes.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth project collaboration and timely delivery.
- Presented detailed reports on findings and recommendations to executive leadership, facilitating informed decision-making processes.
Customer Onboarding Specialist
Definitive Healthcare
07.2019 - 01.2022
- Managed a book of 20-30 accounts during their first 90 days with Definitive Healthcare.
- Understand clients' business and objectives to deliver value from Definitive Healthcare within 10 days of contract signature.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Provided general support, delivered custom reports and monitored client usage of the Definitive platform.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Customer Success Manager
SEMrush
11.2016 - 05.2018
- Conducted 10+ strategic growth and training sessions per week with existing clients.
- Provided priority training and support to SEMrush partners via phone, email and video conferencing to ensure all partner needs were met in a timely fashion.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
- Conducted in-depth product training sessions for clients, leading to increased product adoption and satisfaction.
- Implemented customer feedback loops, integrating customer suggestions into product development for enhanced user experience.
Education
Bachelor of Business Administration - Marketing
Temple University
12-2014
Skills
- Implementation, customer onboarding, customer training
- Configuration and management, troubleshooting
- API's
- Webinar Hosting
- Data Analytics
- SaaS
- Cross-functional coordination
- Problem-solving abilities
- Multitasking
- Telephone and email etiquette
- Customer Service, Relationship Management, Client Management, Technical Support
- Project Management
Accomplishments
- At Contentsquare, onboarded Rhone who saw online revenue grow more than 30% in their first fiscal quarter using Contentsquare
- At Contentsquare, identified a $100,000 opportunity on a campaign page on New Balance's website
- Coordinated the integration of SEMrush and Dashthis, providing API support and documentation to the Dashthis developers
Software
G Suite
Slack
Salesforce
Gainsite
Churnzero
JIRA
Asana
Trello
Microsoft Windows
Mac OS
Zoom
Confluence
GoToMeeting
Timeline
Implementation Specialist
Harper's Payroll
12.2023 - Current
Solutions Expert
Contentsquare
02.2022 - 08.2023
Customer Onboarding Specialist
Definitive Healthcare
07.2019 - 01.2022
Customer Success Manager
SEMrush
11.2016 - 05.2018
Bachelor of Business Administration - Marketing
Temple University
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