Brian Lebens
@brianlebens
Strategic Customer Success Leader with 15+ years of experience.
What I'm looking for
With over 15 years of experience in client-facing leadership roles, I have a proven track record of driving customer satisfaction, retention, and operational excellence. My expertise lies in designing scalable client onboarding and engagement programs, particularly within healthcare-oriented startups. I thrive in environments where customers are the highest priority, and I am passionate about optimizing experiences and elevating service delivery.
Throughout my career, I have successfully led cross-functional teams in client services, operations, content creation, and quality assurance. My ability to develop KPI frameworks and ROI tools has enabled me to create efficient workflows that enhance client satisfaction and retention. I have worked extensively in various sectors, including population health and cold chain pharma, and I am fluent in Salesforce and other CRM tools, which allows me to effectively communicate and engage with clients.
I am currently seeking a remote senior/customer success role where I can leverage my skills to support clients and contribute to their success. I am committed to continuous improvement and look forward to bringing my expertise to a dynamic team.
Experience
Work history, roles, and key accomplishments
Principal Consultant
PLUSS Advanced Technologies
Jan 2024 - Present (1 year 6 months)
Marketed solutions for various industries, including pharmaceuticals, CROs, cold chain logistics, and packaging. Specialized in materials research and manufacturing, focusing on Phase Change Materials (PCMs) for thermal energy storage.
Director of Client Services
Broad Street Home Care, Start Up
Jan 2016 - Present (9 years 6 months)
Built an extensive network of over 350 providers to address clients’ needs and identified client pain points to create custom solutions. Managed all aspects of new client onboarding and defined KPIs to measure client satisfaction, retention, and growth.
Vice President of Sales
Aegis Health Group
Jan 2014 - Present (11 years 6 months)
Consulted with senior healthcare executives to engage small group employers with population health strategies and worked with employer groups to lower insurance costs. Designed and implemented a pilot analytical survey to identify optimized sales marketing methods.
Account Executive
Cyracom International
Jan 2005 - Present (20 years 6 months)
Marketed telephonic interpretation and document translation services to hospitals and health systems, exceeding 150% of quota. Managed new customer implementation programs from pre-sales through initial go-live phases.
Licensed Social Worker
The University of Toledo Medical Center
Counseled children and adolescents at The University of Toledo Medical Center and Bethesda Hospital. Applied social work principles to support patient well-being.
Principal Consultant
Independent Sales and Operations
Jan 2007 - Present (18 years 6 months)
Provided expert consultation to businesses regarding sales, compliance, marketing, and IT structure. Established partnerships with GPOs, healthcare systems, and medical practices for a transcription software startup.
Regional Sales Representative
Jedmed Instrument Co.
Jan 2000 - Present (25 years 6 months)
Marketed endoscopic visualization and diagnostic capital equipment to healthcare providers, increasing territory sales by 120% in the first year. Liaised between OEMs and end users to assist in product development and trained physicians on equipment usage.
Education
Degrees, certifications, and relevant coursework
Ohio University
Bachelor of Arts, Psychology/German
Activities and societies: Fulbright Program: Austrian-American-Educational-Commission; teacher in Austria
Graduated Cum Laude with a double major in Psychology and German. This comprehensive program provided a strong foundation in human behavior and cultural studies.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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