Summary
Overview
Work History
Education
Skills
Certification
Websites
Police Check
Work Rights
References
Timeline
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Ben Sam Daniel

Goodna,QLD

Summary

Customer-focused professional with over 6 years of experience in SaaS, digital transformation, and client success roles across global tech organizations (Google, IBM, Catchpoint, Mod Op). Proven track record of driving adoption, building strong client relationships, and delivering measurable business outcomes. Skilled in guiding enterprise clients through onboarding, enablement, and ongoing support, while aligning internal teams to ensure seamless delivery. Adept at analyzing customer health and engagement metrics to identify risks, create tailored success plans, and drive long-term partnerships.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr Business Marketing Analyst

Mod Op
Dallas Texas, USA
04.2023 - 05.2025
  • Partnered with enterprise clients to translate requirements into solutions, improving the adoption of digital strategies, and lifting client satisfaction scores by 25%.
  • Conducted a deep-dive usage analysis, uncovering efficiency opportunities that saved clients over $120K annually.
  • Delivered tailored training programs on data analytics and SaaS tools, improving client self-sufficiency, and reducing support escalations by 30%.
  • Acted as a trusted advisor to clients during digital transformation initiatives, ensuring alignment across marketing, IT, and product teams.
  • Developed and implemented comprehensive marketing strategies to increase brand awareness.

Technical Account Manager

Catchpoint
New York, USA
01.2021 - 03.2022
  • Company Overview: SaaS Performance Monitoring.
  • Managed a portfolio of enterprise SaaS clients, achieving a 20% increase in retention through proactive engagement and success planning.
  • Conducted onboarding and enablement sessions, boosting customer product adoption, and reducing time-to-value.
  • Acted as a client advocate within product and engineering teams, driving improvements in usability and client satisfaction.
  • Built health dashboards to track usage and proactively address risks, increasing renewal readiness across accounts.
  • SaaS Performance Monitoring.

Assistant Project Manager (WebTech Specialist)

Google Inc.
Hyderabad, India
06.2017 - 07.2019
  • Guided internal and external stakeholders through process improvements, achieving a 25% cost reduction and 35% productivity gains.
  • Led digital enablement projects, including SEO optimization and site performance improvements, increasing customer web traffic by 30%.
  • Supported the rollout of new tools and digital platforms, ensuring smooth onboarding and adoption across multiple teams.

Technical Support Engineer

IBM Pvt Ltd
Bengaluru, India
05.2016 - 06.2017
  • Delivered Tier 2 B2B technical support, achieving a 35% improvement in customer satisfaction ratings across the team.
  • Resolved complex issues, improving average resolution time, and reducing repeat escalations.
  • Trained new team members and contributed to knowledge base documentation, streamlining onboarding, and reducing ramp-up time.

Education

Master of Science - Information Technology & Management

Dallas Baptist University
Dallas Texas, USA
08.2024

Bachelor of Science - Computer Science & Information Technology

Bharathiar University
TN, India
05-2016

Skills

  • Client onboarding and adoption
  • Stakeholder engagement and relationship building
  • CRM and CSM tools: Salesforce, HubSpot, etc
  • Data analytics and reporting
  • Agile project management
  • Cloud platforms: AWS and Azure
  • SaaS product adoption
  • Problem solving
  • Team collaboration
  • Digital transformation
  • Risk management
  • Process improvement
  • Cross-functional coordination
  • Account management
  • Training and mentoring
  • Operations management
  • Adaptability and flexibility

Certification

  • Scrum Certified
  • Agile Project Management
  • Google Ads Certified
  • Google Analytics Certified

Websites

Police Check

Hold current police clearances in the USA & India. Willing to apply for and provide an Australian National Police check immediately

Work Rights

Partner visa PR - unrestricted working rights

References

References available upon request.

Timeline

Sr Business Marketing Analyst

Mod Op
04.2023 - 05.2025

Technical Account Manager

Catchpoint
01.2021 - 03.2022

Assistant Project Manager (WebTech Specialist)

Google Inc.
06.2017 - 07.2019

Technical Support Engineer

IBM Pvt Ltd
05.2016 - 06.2017

Master of Science - Information Technology & Management

Dallas Baptist University

Bachelor of Science - Computer Science & Information Technology

Bharathiar University

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Ben Sam Daniel