Ben Gerarve

About Ben Gerarve

At the core of a business enterprise are its people and the culture in which it operates. I enjoy being part of an organization where I can work with great people in a great environment, nurturing high quality, high integrity relationships that drive the business forward. Create processes, solve complex problems, and built and influence cross-functional teams to improve customer satisfaction and competitive advantage are the challenges I’ve met throughout my career – all of which make me the person I am today. I focus on quality and productivity, infuse process improvement initiatives, and facilitate across organizations to implement high ROI results. As a “big picture thinker” my approach to visualizing and bringing process steps into reality has delivered process improvements and enhanced quality productivity, and capabilities to enable the performance our customer’s demand. I’ve served in critical, hands-on, and high-impact roles, working with new and existing businesses. Typically, I am a catalyst for change and growth within any organization, constantly seeking new ways to improve or modify existing processes and provides the analytical framework and business judgment necessary to evaluate various company initiatives. I lead with transparency and collaboration, using timely and meaningful reporting tools that provide practical solutions for achieving business goals, profitability and sustainable growth.

Experience

1. Customer Success Manager

   Docebo

   Apr 2023 — Present · Athens, GA, US

   As a Customer Success Associate at Docebo, I played a pivotal role in enhancing customer satisfaction and ensuring successful renewals. I proactively engaged with clients, demonstrating a deep understanding of their business objectives and utilizing curiosity, empathy, and innovative thinking to assist them in achieving their goals. My responsibilities included refining and optimizing the utilization of the Docebo platform by leveraging existing and new features. I assessed customer satisfaction through stakeholder meetings and meticulous monitoring of usage and key metrics, contributing to the overall positive experience and long-term success of our valued clients.• Spearheaded customer retention efforts, successfully reducing churn, increasing customer adoption, and enhancing overall customer satisfaction.• Proactively identified and mitigated potential risks, ensuring continuous customer satisfaction and fostering long-term relationships.• Delivered educational and inspirational content to customers, showcasing best practices, success examples, and innovative solutions to address business challenges.• Demonstrated empathy as a trusted advisor and advocate for customers, ensuring engaging, efficient, and effective touchpoints throughout the customer journey.• Developed and delivered technical presentations and demos, effectively explaining products and services to customers.• Assisted customers in formulating and monitoring success Key Performance Indicators (KPIs) at each phase of their journey with Docebo.• Cultivated customer champions who actively participated in Docebo advocacy initiatives.• Collaborated seamlessly with internal teams (marketing, sales, product, professional services, and support) to deliver an overall high-quality customer experience.• Identified upsell opportunities aligned with customer needs and collaborated with the Account Management team to expand the usage of Docebo.

Education

• Southeastern Louisiana University

  Bachelor of Arts (BA), Business Administration and Management, General

  2004 — 2008