Benjamin Goodman
Phoenix,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager /Customer Success Manager
Spear
07.2019 - 10.2022
- April 2020 –October 2022 - Senior Customer Success Manager
- July 2019 – April 2020 - Customer Success Manager
- Developed and leveraged sales communication strategies to partner with portfolio of 500+ members and drive annual revenue of $1.5M through upselling and renewals.
- Prospected and converted four new study club subscriptions of 50+ members, resulting in $150k in revenue.
- Exceeded quarterly individual metrics targets: 80% customer retention, 10% membership upgrades to increase average annual price, 16 new member adds.
- Led strategic, goal-oriented consultations with clients to understand objectives and customize value-based solutions using S.M.A.R.T. Goals to improve platform utilization.
- Served on project committee for development & launch of customer-facing mobile application.
- Obtained Certified Customer Success Manager accreditation.
- Established strong relationships with key customers resulting in increased customer loyalty.
Health& Benefits Insurance Agent
Paychex
06.2017 - 07.2019
- Sales representative, territory of seven states. responsible for driving new business through prospecting potential clients and inbound referral conversion.
- Consistently exceeded monthly sales quota of $12,000.
- B2B business marketing, collaborated directly with owners/management to execute tailored group health insurance solutions specific to their needs.
- Designed and implemented marketing campaigns for sales team to generate and increase leads and sales.
- Life & health insurance licenses 20+ states.
- Complied with legal and ethical standards to meet regulatory requirements.
- Led, designed, and implemented marketing campaigns, planning, achievement of goals, and objectives consistent with agency mission and philosophy. resulting in increased sales.
Manager of Operations
Frites Street
07.2016 - 06.2017
- Managed front-of-house operations, large-scale festivals exceeding 20,000 attendees.
- Developed and implemented SOPs for effectively handling large order volume.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with owner to transitioned operation into multi-million dollar wholesale distribution model.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Trained new employees on proper protocols, customer service standards, guided team members to maintain high productivity, and performance metrics.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Assistant Branch Manager
Enterprise Rent-A-Car
12.2012 - 07.2016
- Managed operations for one of the largest volume branches of 20 employees.
- Implemented engagement strategies to drive revenue.
- Produced annual revenue of $3 million dollars.
- Opened multiple satellite locations, increasing fleet size by 70+ cars with expansion.
- Increased fleet size by 200% within first quarter, exceeding revenue target over 60%.
- Responsible for hiring, training and developing new team members in alignment with branch service standards and objectives.
- Secured and maintained Preferred Provider Agreements with more than 15 dealerships, body shops, and corporate partners.
- Operations servicing multiple lines of business
- Managed and established integration plans for successful location transition.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Promoted for creating development programs, effective leadership, training, and extensive knowledge of business operations leading to Exceeded requirements and goals in overall sales and customer service metrics. Consistently outperforming other branches with customer service scores.
Education
Bachelor of Arts - Economics, Minor: Business
University of Arizona
Tucson, AZ12.2011
Skills
- Strategic Account Management, SaaS
- B2B Sales and B2C customer relationship management
- Sales Leadership
- Business Development, Negotiation, Resolutions, and Data Analysis
- Project and Organization Management
- Customer Acquisition, Engagement, and Retention
- Revenue Generation
- Tactical implementation, communication, active listening, and customer service/customer experience
Revenue Generation
Tactical implementation, communication, active listening, and customer service/customer experience
Timeline
Senior Customer Success Manager /Customer Success Manager
Spear
07.2019 - 10.2022
Health& Benefits Insurance Agent
Paychex
06.2017 - 07.2019
Manager of Operations
Frites Street
07.2016 - 06.2017
Assistant Branch Manager
Enterprise Rent-A-Car
12.2012 - 07.2016
Bachelor of Arts - Economics, Minor: Business
University of Arizona
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