Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Brian J. Demlein

Millis,MA

Summary

Dynamic leader with a proven track record at Coretelligent, LLC, establishing a Customer Success Team from the ground up. Expertise in enhancing client retention and satisfaction through innovative training programs and effective cross-functional collaboration. Delivered measurable improvements in customer satisfaction metrics by proactively identifying risks and opportunities.

Overview

18
18
years of professional experience

Work History

SVP, Customer Success

Coretelligent, LLC
Needham, MA
01.2018 - 04.2025
  • Built and scaled Customer Success Team from one to 11 members.
  • Oversaw NPS and CSAT feedback programs, tracking improvements quarterly. NPS consistently improved by 20% quarter over quarter.
  • Developed knowledge database and implemented team training programs to enhance retention.
  • Managed largest accounts, balancing player and manager roles.
  • Conducted weekly onboarding and offboarding meetings across all departments.
  • Collaborated with internal departments to elevate client experience and identify growth opportunities.
  • Partnered with outside General Counsel on contractual matters and managed legal expenditures.
  • Modeled new product line to increase client retention and analyzed profitability.

Executive Account Manager and Sales Engineer

OnForce, Inc.
Lexington, MA
01.2014 - 12.2017
  • Supported sales team at OnForce through comprehensive customer engagement and implementation processes.
  • Executed 150-200 demos and implementations of new business annually.
  • Defined goals and milestones to guide successful project implementations.
  • Planned and executed implementations for all new self-service customers, including Xerox, AT&T, and Modis.
  • Led implementation and account management for OnForce’s inaugural client in new vertical, College Board.
  • Developed over 40 help guides and best practice materials to enhance customer experience.
  • Created onboarding documents and plans to streamline customer integration.

Executive Account Manager

OnForce, Inc.
Lexington, MA
09.2007 - 01.2014
  • Account manager for 15 of the top 20 revenue customer accounts.
  • Implemented processes for new customers.
  • Assisted customers with training and reporting.
  • Client service and dispute resolution with customers.
  • Project manager for the first full-service customer in company’s history.
  • Responsible for service event planning from scheduling, to managing, to payment, deliverables, and reporting.

Education

B.S. - Health and Physical Education

University of Delaware
Newark, DE
12.2000

Skills

  • Team building and scaling
  • Client retention strategies
  • Onboarding and offboarding processes
  • Sales support and assistance
  • Contract negotiation skills
  • Operational integration techniques
  • Profit analysis methods
  • Cross-functional collaboration
  • Customer feedback initiatives

Timeline

SVP, Customer Success

Coretelligent, LLC
01.2018 - 04.2025

Executive Account Manager and Sales Engineer

OnForce, Inc.
01.2014 - 12.2017

Executive Account Manager

OnForce, Inc.
09.2007 - 01.2014

B.S. - Health and Physical Education

University of Delaware

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