Ben Caffell

About Ben Caffell

Developing people to unlock their potential, through coaching and experienced leadership. Specialties: Customer Service; Support Team Management; Acute Attention to Detail; Regulatory Adherence; Contingency Planning; Risk Assessment; Problem Solving; Conflict Management; As a highly skilled and forward-thinking leader with comprehensive experience driving successful customer service initiatives and campaigns, I possess a wide range of knowledge and experience that will allow me to contribute toward the success of any company. My expertise lies in skillfully overseeing customer success teams in enhancing customer service strategies, innovating new processes, and managing overall functionality to maximize customer retention and growth. Through my experience, I have become adept in overseeing a wide variety of responsibilities to optimize customer success while demonstrating a steadfast commitment to coaching and leading high-performance teams. My additional talents in communication, creative development, and problem-solving position me to make a significant contribution to any organization. The following achievements demonstrate my qualification- I ensured we maintained a 97% customer retention rate - Increased our white glove service offerings by $500k year over year - Built policies and procedures to protect and grow our 72-point NPS score - Constructed career development paths for employees resulting in an average tenure of 4 years - Took a lead position in 5 case management system conversions - Took part as an advisor in 4 company acquisitions My proven dedication to optimizing customer success and service, along with my expertise in all facets of the product and sales life cycle, will contribute immensely to the success of any team. Broadcom Software is a world leader in business-critical software, modernizing, optimizing, and protecting the world’s most complex hybrid environments. With its engineering-centered culture, Broadcom Software is building a comprehensive portfolio of industry-leading infrastructure and security software, including AIOps, Cyber Security, Value Stream Management, DevOps, Mainframe, and Payment Security. Our software portfolio enables scalability, agility, and security for the largest global companies in the world. You can learn more about Broadcom Software by clicking on the below links in the ‘Featured’ section. Don’t hesitate to contact me if I can be of assistance.

Experience

1. Senior Principal Customer Success Manager

   Broadcom Software

   Mar 2018 — Present

   Ensure clients get the most out of Broadcom\'s Mainframe (CA), Enterprise (CA), and Security (Symantec) software. As a trusted partner to our customers who need to navigate complexity and move their business forward, Broadcom Software is building a comprehensive portfolio of industry-leading business-critical software that modernizes, optimizes, and protects the world’s most complex hybrid IT environments. We are a product company first and foremost, investing in infrastructure and security software that is the foundational layer of information technology products and services.Unlike other software vendors, only Broadcom Software offers leading business-critical software for cyber security, infrastructure software, mainframe, and payment security via a simplified flexible business model designed to scale and meet business-critical enterprise needs.

Education

• Washington State University

  Bachelor of Arts - BA, General Studies Humanities, Management Information Systems, Hospitality, and Psychology.

  2005