Ben Watts

Manager, Client Services Operations

2022 – Present

Focus on transforming client services operations to drive efficiency and improve team performance.

• Led a unified business systems and operations team supporting 10+ implementation teams, focused on automation, data integrity, and scalable system workflows.

• Rolled out a company-wide Wrike implementation, streamlining project tracking and improving cross-functional execution across 10+ teams, improving time tracking compliance by 20%

• Managed API integrations and workflow automations supporting Order-to-Cash, Revenue Recognition, and Project Management across NetSuite, Wrike, and other systems

• Owned services-wide training programs, including live sessions, LMS content, and user-facing Confluence guides for key implementation processes (CSAT, Time Tracking, First Contact, etc.)

• Championed documentation and training enablement, delivering user-facing materials and live LMS sessions supporting CSAT, time tracking, and delivery processes.

Manager, Business Systems

2024 – Present

Delivered measurable gains in operational efficiency by leading a global team to streamline and optimize core business systems.

• Architected and administered systems across Salesforce, NetSuite, Wrike, and Totango to align workflows with company OKRs and scale post-sales operations.

• Led cross-functional system strategy across CRM (Salesforce), ERP (NetSuite), PSA and PM Tools (Wrike, OpenAir), aligning platform capabilities with company OKRs and evolving business needs.

• Managed integration roadmaps for platforms like Netsuite, Wrike and Totango, enhancing visibility and performance tracking.

• Directed reporting and dashboard development in Salesforce, Wrike Analyze, Power BI, and Excel to surface KPIs and driving insight into team performance, resource utilization, and process bottlenecks.

• Supported operational discipline by standardizing workflows and aligning systems to support Customer Success, Implementation, and Support.

Business Operations Analyst

2022 – 2022

Drove strategic improvements across Granicus by leveraging data insights and cross-functional input to identify and implement operational enhancements.

• Analyzed performance metrics to identify key data trends and areas for operational improvement.

• Developed data-driven strategies to enhance business efficiency and streamline processes.

• Utilized industry best practices to interpret data trends and align operational improvements with business objectives.

• Managed financial data reporting for implementation teams to monitor and rectify any revenue recognition shortfalls and facilitate financial forecasting

GXG Operations Coordinator

2019 – 2022

Enabled stronger cross-functional collaboration at Granicus by aligning teams around shared goals, leading to sustained improvements in team performance and execution.

• Coordinated meetings and tracked action items, ensuring alignment between operational goals and technical strategies. • Assisted in developing SOPs that streamlined processes and enhanced team productivity. • Supported the creation of dashboards that monitored key metrics, enabling data-driven insights for continuous improvement.

Event Manager

2014 – 2019

• Organized and executed all planning and logistics for up to 200 events per year including meetings, conferences and receptions • Experienced in managing events from 5-500+ registrants • Managed and maintained an annual event budget of $500,000 • Maintained a portfolio of vendors/clients, serving as primary point of contact • Collaborated with vendors to manage and meet client expectations • Negotiated all space contracts and booked venues, food and beverage, audio-visual equipment, travel arrangements, and entertainment • Maintained records of all event aspects, including financial details. Budget planning, tracking and reporting of individual events including ordering and post event invoice reconciliation

Representative

2012 – 2014

• Coordinated with management to organize and implement customer service strategic plans • Provided customers with quotes, answered queries, and relayed necessary information interdepartmentally • Performed billing activities including the verification of financial sources and pre-billing assessment • Processed and recorded customer requests and complaints and prepared monthly reports on customer satisfaction and customer service quality for management • Answered and responded to customer queries and provided request support • Assisted customers with product location and assessment

Manager

2011 – 2012

• Maintained store staff by selecting, orienting, and training employees. • Achieved financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. • Identified current and future customer requirements by establishing rapport with potential and actual customers and other people in a position to understand service requirements. • Ensured availability of merchandise and services by approving contracts; maintaining inventories.

Manager

2008 – 2010

• Oversaw Customer Service, Warehouse Associates, and Cashiers as directed by store owner • Maintained a fleet of rental skis, snowboards, and mountain bikes • Helped customers select the right products for their needs in a professional manner while focusing on products that are on-hand. • Assisted in establishing a daily routine and setting goals and objectives for staff