BENJAMIN S. CHAPMAN
Columbus,OH
Summary
Results-oriented Customer Success and Management professional with 10 years of experience. Proven track record in cultivating and maintaining strong client relationships, driving customer satisfaction, and exceeding retention targets. Known for strong communication and interpersonal skills, coupled with a strategic mindset to drive business growth. Seeking to leverage expertise in a dynamic organization focused on customer-centric excellence.
Overview
14
14
years of professional experience
Work History
North American Lead
Order Editing
Columbus, OH
11.2024 - 01.2025
- Provided consulting services on a part-time basis.
- Streamlined integration processes for leading Shopify sellers.
- Developed comprehensive customer success procedures.
- Created strategies for quarterly business reviews.
- Developed comprehensive knowledge base for new team members.
- Utilized Shopify network to generate inbound sales leads.
TEAM LEAD, MERCHANT SUCCESS
LOOP RETURNS
Columbus, OH
02.2022 - 03.2024
- Manage 200+ Shopify based e-commerce brand relationships
- Responsible for a book of business totaling $40M+ in annual revenue; maintaining a 95% renewal rate
- Produced over $1 million dollars in expansion while hitting quota every quarter
- Team Lead, tasked as point person for negotiation and pricing tactics as well as de-escalation
- Lead a weekly Support, Onboarding, and Accounts department meeting for 50+ team members.
- Facilitate QBRs and weekly touchpoints with C-Suite executives to address brand strategy
- Collaborate with product, marketing & support to help clients achieve their long-term business goals
- On-site coordinator for current and prospective client events, leading to $600,000+ in new business
- Interviewed, hired, and onboarded four (4) Merchant Success Managers
CLIENT SUCCESS MANAGER
PROGNOS HEALTH
New York, NY
08.2020 - 02.2022
- Managed 20+ healthcare data analytics projects with the largest pharmaceutical companies in US, ranging from one-time deliveries to multi-year deals
- Responsible for a book of business totaling $4M+ in annual revenue; maintained a 90% renewal rate
- Oversaw all aspects of client projects and responsible for all on-time delivery and client satisfaction
- Collaborated with the product team to develop intricate reports from multiple suppliers
- Onboarded and trained clients in the use of the platform
- Created standard operating process for Business Development team and Customer Success team collaboration, focusing on client sales and renewals
- Interviewed, hired, and onboarded two (2) Client Success Managers
TECHNICAL IMPLEMENTATION CONSULTANT
MAXWELL HEALTH (acquired by Sun Life Financial in June 2018)
Boston, MA
10.2016 - 08.2020
- Supported client implementation of web-based benefits platform for over 6,000 clients nationwide
- Worked cross-functionally with engineering, account managers, and the client to communicate technology-based solutions and B2B and SaaS tools
- Managed a third-party team of 10 contract employees in India, to encode forms & relative data
- Subject Matter Expert on proprietary forms functionality using DocuSign & JavaScript encoding
- Created a process that increased encoding quality from 75% to 96%
- Built and QA web-based portals for employers to use for benefits enrollment and reporting
- Worked with JavaScript, Python, XML, as well as in-house coding languages
HR LEAVE CASE MANAGEMENT ASSOCIATE
LIBERTY MUTUAL INSURANCE
Boston, MA
01.2014 - 09.2016
PARTICIPANT SERVICES REPRESENTATIVE
MERCER OUTSOURCING
Norwood, MA
07.2011 - 11.2013
Education
Business Major - Concentration in Communication
EASTERN NAZARENE COLLEGE
Quincy, MA05.2010
Skills
- Quick Learner
- Dependable
- Self-Motivated
- Logical Thinking
- Analytical
- Time Management
- Problem Solving
- Pizza & Beer
- Google Drive Products
- Shopify
- Hubspot
- Atlassian (JIRA, Confluence)
- Zendesk
- Adobe Acrobat Pro
- API Integration
- Training/Onboarding
- Contract negotiations
- CRM proficiency
- Key account management
- KPI analysis
- Sales closing techniques
- Analytical problem solver
- Rapport and relationship building
- Team oversight
- Extensive personal network
References
References available upon request.
Timeline
North American Lead
Order Editing
11.2024 - 01.2025
TEAM LEAD, MERCHANT SUCCESS
LOOP RETURNS
02.2022 - 03.2024
CLIENT SUCCESS MANAGER
PROGNOS HEALTH
08.2020 - 02.2022
TECHNICAL IMPLEMENTATION CONSULTANT
MAXWELL HEALTH (acquired by Sun Life Financial in June 2018)
10.2016 - 08.2020
HR LEAVE CASE MANAGEMENT ASSOCIATE
LIBERTY MUTUAL INSURANCE
01.2014 - 09.2016
PARTICIPANT SERVICES REPRESENTATIVE
MERCER OUTSOURCING
07.2011 - 11.2013
Business Major - Concentration in Communication
EASTERN NAZARENE COLLEGE
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