Brian Benitez
Customer Success Manager
Union City,CA
Summary
Detail Centric and highly motivated Customer Success Manager with 11 years of client-facing experience from Direct Sales to Account Management, eager to make an immediate impact to the team through grit and determination. Versed in applying conflict resolution strategies to escalated customer complaints, issue resolution, and relationship-building expertise. quick study with minimal oversight and seeks team collaboration. Helpful team leader passionate about training others in customer satisfaction.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Manager
People 2.0
Remote , CA
2021.03 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development
- Implemented process improvement initiatives within department.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Educated clients on new products or services to increase customer engagement with brand.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Listened attentively to client feedback to create stronger relations and shape business.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Introduced new processes to improve data analysis.
- Researched emerging industry trends, applications and concepts to enhance products and services.
Customer Success Manager
Qwil PBC
San Francisco , CA
2019.08 - 2020.08
- Frequently supported the overall team in understanding System Structure, Payment Remittances, and
- Developed Training manuals and Support documents for customers and end users
- Assisted in facilitating Team Initiatives and OKRs
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Developed outreach strategy for customer engagement and resulted in organizational wins during Covid
- Manufactured feedback strategy to ensure continual product, support, and tech advancements
- Designed expansion strategies across multiple lines of business
Vendor Management Specialist/Talent Acquisition
Kelly OCG, Onsite, Gilead Sciences
Foster City , CA
2018.06 - 2019.08
- Managed largest and highest volume department
- Organized and maintained vendor records in accordance with corporate guidelines.
- Achieved optimal goals by executing negotiation strategies for prices and services.
- Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
- Maintained current documentation and submitted timely reports.
- Assessed vendor services for compliance with company policies.
- Completed annual reviews of vendor policies and procedures.
- Helped to research, vet and onboard new vendors, set up contracts and establish connections.
- Negotiated complex vendor agreements and built relationships across multiple commodities.
- Created and implemented mentoring program for vendor negotiation and contract development.
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
- Successfully grew spend 1.5x within Development Operations
- Full lifecycle management of Contingent Workforce Program
- Routine communication with hiring managers on open requisitions, including skill requirements, requisition status, current viable candidates and market conditions
- Interaction and management of vendor/recruiters to properly direct their recruiter’s efforts to the hiring manager’s needs
- Developed recruiting approach to account for soft skills, and company culture through gap analysis
- Created supplier ‘Think Tank’ for technical ‘Hard to Fill’ roles
- Converted negative detractor group to promoter through interaction and service to become main point of contact for all inquiries
- In conjunction with regular meetings with a high volume group, assisted in development of recruitment interview process to improve efficiency and effectiveness
- Conducted Director and VP level meetings to educate on workforce program, market data, and best recruitment practices
- Managed entire worker lifecycle, including HR inquiries and disengagement
- Adhered to program SLA and KPI to maintain parameters set within the agreement
- Conducted meetings with vendors and recruiters to align activities to ensure candidates meet requisition requirement
- TalentWave (Formally ICon Professional Services via
- PE Acquisition
Account Manager
TalentWave
Foster City , CA
2016.03 - 2018.02
- 25 million book of business across 12 clients, including top account generating $7 million annually
- Full client program management service delivery
- Member of implementation program team for program deployment with new clients
- Engaged in critical internal activities to improve internal operational efficiency and delivery of services
- Delivered program utilization to Director, VP, & C-Suite executives
- Through relationship management and needs assessment, increased program reach and utilization within client
- Team management/coaching/training to improve service delivery to client
- Full ownership of HR related inquiries and issues
- Intermittent onsite client meetings across US client sites
- Deployed pilot base program used for new clients
- Provided cross departmental support to IC compliance team, and through self-development, given ownership of IC client
- Member of internal employee benefit board to determine benefit programs
HR Specialist/Program Manager
ICon Professional Services
Foster City , CA
2014.09 - 2016.03
- High level service to client for new hire onboarding, maintenance, and disengagement
- Performed regular web based training with new contingent hires
- Managed largest transition of contingent workforce ~110 workers
- Managed intern hiring program with client Talent Acquisition
- Multi departmental coordination for payroll, benefits, and compliance
- Member of benefit team to deploy 2015 open enrollment
- Assisted HR Manager in developing internal training guide
Relationship Banker
JP Morgan Chase
Woodside , CA
2013.06 - 2014.09
- Acquired and developed client relationships through service and sales
- Outbound calls and email communication to pipeline potential clients
- Full ownership of client inquiries and needs
- Strong sales mentality to close deals
- Acquired series 6, 63, and life insurance licensing
- SKILLS & INTERESTS
- Impacting high growth companies
- Cultivating client relationships
- Providing an excellent customer journey
- A/B Testing
- Engagement Strategy
- Operation Development
- Vendor Management
- Client interaction and management
- Recruiting
- HR compliance
- Issue prioritization, management, and resolution
- Complex program evaluation, planning, and solutioneering
Education
Associate of Arts - General Education
Chabot College
Hayward, CA 2004.09 - 2006.06
Skills
Client Lifecycle Management
undefinedTimeline
Customer Success Manager
People 2.0
2021.03 - Current
Customer Success Manager
Qwil PBC
2019.08 - 2020.08
Vendor Management Specialist/Talent Acquisition
Kelly OCG, Onsite, Gilead Sciences
2018.06 - 2019.08
Account Manager
TalentWave
2016.03 - 2018.02
HR Specialist/Program Manager
ICon Professional Services
2014.09 - 2016.03
Relationship Banker
JP Morgan Chase
2013.06 - 2014.09
Associate of Arts - General Education
Chabot College
2004.09 - 2006.06
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