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Benjamin B.
Account Management | Customer Advocate | SaaS SSE | Cybersecurity Enthusiast
Buford, GA, United States
Details
Experience:
• Customer-focused Technology & Business leader driving business growth through guiding customer success teams, while identifying and deploying key levers that improve customer lifecycle and support customer objectives.
• In-depth understanding of the customer success lifecycle driving loyalty, adoption, expansion, and renewal.
• Driven by customers' desire to achieve growth, launch initiatives to identify revenue-generating opportunities and work proactively to optimize the use of company's products and services.
• Manage through influence, persuasion, and consensus building while using Sandler styled communication throughout the buy, retain, and renew relationship.
2022 : Present
Trellix
Customer Success Manager, Cybersecurity
• Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2021 : 2022
McAfee
Customer Success Manager
• Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2013 : 2021
McAfee
Enterprise Support Account Manager, CyberSecurity
• Provided in-depth analysis of customer's Email Gateway environment during remote sessions troubleshooting
• Evaluated policies, configurations and suggested best practices documentation to ensure effective security posture
• Worked directly with internal teams to resolve customers' issues and deliver high-quality customer service
• Developed and improved end user functions and processes for a more effective deployment and procedures
• Investigate bugs and research the possible causes and document them
• Implemented standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
2008 : 2013
McAfee
Product Specialist
Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2006 : 2008
Secure Computing
Technical Account Manager
• In-depth understanding of the customer success lifecycle driving loyalty, adoption, expansion, and renewal.
• Driven by customers' desire to achieve growth, launch initiatives to identify revenue-generating opportunities and work proactively to optimize the use of company's products and services.
• Manage through influence, persuasion, and consensus building while using Sandler styled communication throughout the buy, retain, and renew relationship.
2022 : Present
Trellix
Customer Success Manager, Cybersecurity
• Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2021 : 2022
McAfee
Customer Success Manager
• Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2013 : 2021
McAfee
Enterprise Support Account Manager, CyberSecurity
• Provided in-depth analysis of customer's Email Gateway environment during remote sessions troubleshooting
• Evaluated policies, configurations and suggested best practices documentation to ensure effective security posture
• Worked directly with internal teams to resolve customers' issues and deliver high-quality customer service
• Developed and improved end user functions and processes for a more effective deployment and procedures
• Investigate bugs and research the possible causes and document them
• Implemented standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
2008 : 2013
McAfee
Product Specialist
Led and drove customer loyalty, adoption, and implementation of McAfee/Trellix Solutions
• Consulted with enterprise customers from administrators to C-level
• Served as advocate and articulated the value of solutions and services that inspires adoption and expansion, including educational offerings and premium support
• Act as the customer's navigational guide through each phase of the customer life cycle from on-boarding to renewal
• Provide information about best practices, security strategies, and recommendations that ensure success is measured by the customer priorities, perspective, and outcome
• Coordinates Trellix professional services, training, incident response, and support activities as well as the customer stakeholders and project managers to ensure the successful implementation of Trellix solutions and services
• Serve as customer advisor, collecting customer feedback on product or solution needs, understanding the customer environment, and articulating that to internal teams
• Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
2006 : 2008
Secure Computing
Technical Account Manager
Company:
Trellix
Years of Experience:
19
Skills
Account Management, Analytical Skills, Business Acumen, Business Development, Business Strategy, Clarify, Client Service Optimization, Cloud Security, Communication, Consumer Products, Customer Experience, Customer Retention, Customer Service and Assistance, Databases, Define Customer Needs, Digital Strategy, Effective Customer Communication, FreeBSD, Government, Incident Response, Insight, Interdepartmental Collaboration, Inventory Control Processes, IPS, IT Service Management, Knowledge Acquisition, Leadership, Linux, Linux Server, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, MySQL, Network Security, Office 365, Post-Sales, Red Hat Linux, Renewal Opportunities, Reporting & Analysis, Salesforce CRM Experience, Security Information and Event Management (SIEM), SQL, Strong Technical Acumen, Support Management, Territory Account Management, Unix, Windows Server
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